
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