Customer Experience Manager (Data Center/Up to 18K/Sedenak)

Fiscal Therapy Management; Kulai; On-site; MYR 15,000 - 21,000; Full time

Job summary

Fiscal Therapy Management is hiring a Customer Experience Manager for our Sedenak data center operations. You will serve as the primary contact for hyperscale and enterprise customers, ensuring high satisfaction and lasting partnerships.

You will coordinate with Operations, Engineering, Facilities, Security and Project Management to deliver exceptional customer experience. Responsibilities include leading onboarding, service reviews, managing requests and incidents, monitoring SLAs, and

Qualifications

• Bachelor's Degree in Business, Engineering, IT or related.
• Minimum 5 years in Customer Success/Account Management/Service Delivery.
• Experience in hyperscale data centers or similar environments.
• Strong stakeholder management and customer relationship skills.
• Excellent communication, presentation and problem-solving abilities.
• Ability to work in a fast-paced, customer-focused setting.
• Proficient in Microsoft Office.

Responsibilities

• Serve as the primary contact for hyperscale and enterprise customers.
• Coordinate with Operations, Engineering, Facilities, Security and PM 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

Customer relationships

Communication skills

Presentation skills

Problem-solving

MS Office

Education

Bachelor's Degree in Business, Engineering, IT or related

Job description

Customer Experience Manager (Data Center/Up to 18K/Sedenak)

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.

We are sorry that only shortlisted candidates will be notified.