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Customer Success & Implementation Specialist

RM 8,000 - RM 12,000 / month

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    • Lead end-to-end delivery of technical projects, ensuring alignment with business objectives
    • Collaborate with software development teams, architects, and engineers to define project scope, requirements, and deliverables
    • Manage implementation timelines, resources, and customer expectations across multiple accounts
    • Serve as the primary point of contact for customers throughout the implementation process and beyond
    • Oversee integration processes, ensuring they are completed within the defined timeline and scope
    • Coordinate with internal teams and external partners to resolve implementation challenges and maintain project momentum
    • Proactively identify opportunities to enhance customer experience and drive product adoption
    • Gather and analyze customer feedback to inform product improvements and future development priorities
    • Facilitate communication between technical teams and non-technical stakeholders
    • Develop and maintain strong relationships with key customers, addressing their technical issues and providing regular updates
    • Excellent problem-solving skills and ability to navigate complex challenges
    • Create and deliver customer training materials and documentation to facilitate smooth onboarding and product adoption
    • Conduct customer training sessions and workshops to ensure effective use of the product
    • Monitor customer health metrics and usage patterns to identify at-risk accounts and drive engagement
    • Collaborate with the sales team to support upsell and cross-sell opportunities within existing accounts
    • Ensure adherence to implementation best practices and quality assurance processes
    • Coordinate with internal teams and external partners to resolve integration challenges and maintain project momentum
    • Bachelor's degree in Computer Science, Information Technology, related field or
    • 3+ years of experience in customer success, implementation, or technical account management roles
    • Strong understanding of software implementation methodologies and best practices
    • Proficiency in project management and customer relationship management tools (e.g., Jira, Confluence, Trello)
    • Experience with cloud technologies (AWS, Azure, or Google Cloud) and SaaS implementations
    • Excellent problem-solving skills and ability to navigate complex technical challenges
    • Outstanding communication skills to effectively engage with both technical and non-technical audiences
    • Proven track record of driving customer satisfaction and retention
    • Ability to manage multiple customer accounts and priorities simultaneously
    • Strong presentation and training skills
    • Strong understanding of software development lifecycles and methodologies (Agile, Scrum, DevOps) would be a plus