Customer Experience Manager

GM Recruitment; Johor Bahru; On-site; MYR 60,000 - 90,000; Full time

Job summary

Jora Malaysia is seeking an experienced Customer Success Manager to serve as the primary point of contact for hyperscale and enterprise customers. You will build and maintain strong relationships to ensure satisfaction and long-term partnership.

You will coordinate with Operations, Engineering, Facilities, Security, and Project Management to deliver exceptional customer experience. Responsibilities include leading onboarding, service reviews, and business reviews; manage escalations, incidents,

Qualifications

• Bachelor's Degree in Business, Engineering, Information Technology, or a related discipline.
• Minimum 5 years of experience in Customer Success, Account Management, Service Delivery, or Client Relationship Management.
• Experience within hyperscale data centers, colocation providers, mission-critical facilities, cloud infrastructure, telecommunications, or IT infrastructure is highly preferred.
• Strong stakeholder management and customer relationship skills.
• Experience managing enterprise or multinational customers.
• Excellent communication, presentation, and problem-solving skills.
• Ability to work in a fast-paced, customer-focused environment.
• Proficient in Microsoft Office applications.

Responsibilities

• Serve as the primary point of contact for hyperscale and enterprise customers.
• Build and maintain strong customer relationships to ensure a high level of satisfaction and long-term partnership.
• Coordinate with internal teams including Operations, Engineering, Facilities, Security, and Project Management to deliver exceptional customer experience.
• Lead customer onboarding, operational meetings, service reviews, and business review sessions.
• Manage customer requests, escalations, incidents, and change management activities.
• Monitor service performance and ensure compliance with SLAs.
• Prepare customer reports, KPI dashboards, and service performance updates.
• Identify opportunities to improve customer experience and support account growth.
• Ensure timely communication during maintenance activities, incidents, and operational changes.
• Support customer audits, site visits, and business continuity exercises.

Skills

Stakeholder management

Communication skills

Problem solving

Customer relationship

Education

Bachelor's degree

Tools

MS Office

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

• Serve as the primary point of contact for hyperscale and enterprise customers.
• Build and maintain strong customer relationships to ensure a high level of satisfaction and long-term partnership.
• Coordinate with internal teams including Operations, Engineering, Facilities, Security, and Project Management to deliver exceptional customer experience.
• Lead customer onboarding, operational meetings, service reviews, and business review sessions.
• Manage customer requests, escalations, incidents, and change management activities.
• Monitor service performance and ensure compliance with Service Level Agreements (SLAs).
• Prepare customer reports, KPI dashboards, and service performance updates.
• Identify opportunities to improve customer experience and support account growth.
• Ensure timely communication during maintenance activities, incidents, and operational changes.
• Support customer audits, site visits, and business continuity exercises.

Requirements

• Bachelor's Degree in Business, Engineering, Information Technology, or a related discipline.
• Minimum 5 years of experience in Customer Success, Account Management, Service Delivery, or Client Relationship Management.
• Experience within hyperscale data centers, colocation providers, mission-critical facilities, cloud infrastructure, telecommunications, or IT infrastructure is highly preferred.
• Strong stakeholder management and customer relationship skills.
• Experience managing enterprise or multinational customers.
• Excellent communication, presentation, and problem-solving skills.
• Ability to work in a fast-paced, customer-focused environment.
• Proficient in Microsoft Office applications.