Customer Experience Manager

Agensi Pekerjaan GMRecruitment Sdn Bhd; Johor Bahru; On-site; MYR 120,000 - 180,000; Full time

Job summary

Agensi Pekerjaan GMRecruitment Sdn Bhd is seeking a seasoned Customer Success professional in Johor Bahru to serve hyperscale and enterprise clients. You will lead onboarding, coordinate with internal teams, and build long-term partnerships to maximize satisfaction and growth.

You will manage escalations, monitor SLAs, prepare KPI dashboards, and drive continuous improvement across people, processes, and technology while staying focused on customer outcomes in a fast-paced environment.

Qualifications

• Bachelor's degree in Business, Engineering, IT or related field.
• Minimum 5 years in Customer Success, Account Management, Service Delivery or Client Relationship Management.
• Experience with hyperscale data centers, colocation providers, 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.

Responsibilities

• Serve as the primary point of contact for hyperscale and enterprise customers.
• Build and maintain strong customer relationships to ensure satisfaction and long-term partnership.
• Coordinate with internal teams (Operations, Engineering, Facilities, Security, 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

Customer Success

Account Management

Service Delivery

Client Relationship Management

Stakeholder Management

Communication

Problem-solving

Education

Bachelor's Degree in Business, Engineering, Information Technology, or related discipline

Tools

Microsoft Office

Job description

• 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.