Customer Success Engineer, APAC

Jumio; Malaysia; On-site; MYR 100,000 - 150,000; Full time

Job summary

An established industry player is seeking a Customer Success Engineer to enhance client satisfaction through seamless onboarding and premium support. In this dynamic role, you will leverage your technical expertise in web and mobile development to assist clients with integration, resolve issues, and ensure a smooth user experience. Your strong communication and project management skills will be vital in coordinating with various internal teams to deliver tailored solutions that meet client needs. Join a forward-thinking company dedicated to eradicating online identity fraud and making the internet safer for everyone.

Qualifications

• Bachelor's degree in IT or equivalent technical experience preferred.
• Previous experience in web or mobile development is highly desirable.

Responsibilities

• Lead customer onboarding and integration of solutions.
• Provide premium support and resolve technical issues efficiently.
• Collaborate with internal teams to ensure successful project delivery.

Skills

Problem Solving

Communication Skills

Project Management

Technical Expertise in Web Development

Technical Expertise in Mobile Development

Education

Bachelor's degree in IT or related field

Job description

Role Purpose:

As a Customer Success Engineer at Jumio, you will play a crucial role in the Customer Success team, focusing on the customer onboarding process and providing premium support to selected clients, ensuring a seamless integration of our solutions into their systems. The role requires leveraging technical expertise in web or mobile development to assist clients with integration requirements, resolve technical issues efficiently, and deliver a smooth user experience. Effective communication, problem-solving, and project management skills are essential to coordinate with internal teams and manage projects successfully. This position aims to enhance customer satisfaction and support the overall success of our integration solutions.

Role Value:

Your contribution is integral to our mission to drive customer success and satisfaction through seamless integration, premium support, and effective onboarding. By leveraging technical expertise and strong communication skills, the role ensures that clients receive timely assistance and solutions tailored to their needs. This role is crucial in bridging the gap between technical and business teams, fostering collaboration, and ensuring that projects are delivered on time and within scope. The successful execution of these responsibilities not only enhances the client experience but also contributes to the company's reputation and growth by retaining satisfied customers and encouraging positive word-of-mouth referrals.

Responsibilities:

• Customer Onboarding: Lead the customer onboarding process, from the initial introduction call to the successful integration of our solutions into their systems.
• Premium Support: Provide premium support to the selected clients, offering timely assistance via Slack, quick incident resolution, and rapid bug fixes to ensure a smooth user experience.
• Internal Coordination: Collaborate with internal teams including support, engineering, production, and QA to manage internal projects and ensure successful delivery of customer solutions.
• Technical Expertise: Leverage technical knowledge and expertise in web development or mobile development to assist clients with integration requirements and resolve technical issues effectively.
• Communication and Presentation: Exhibit excellent communication and presentation skills to effectively convey technical concepts and solutions to both technical and business audiences.
• Problem Solving: Utilize strong problem-solving skills to address customer concerns, troubleshoot issues, and identify solutions that meet their needs.
• Project Management: Employ solid project management skills to oversee integration projects, track progress, and ensure timely delivery within scope and budget.

Requirements:

• Bachelor's degree in IT or related field preferred. Candidates with equivalent technical experience will also be considered.
• Previous experience in web development or mobile development is highly desirable.
• Strong technical background or similar experience in previous roles.
• Excellent Mandarin and English communication skills, both verbal and written.
• Demonstrated problem-solving abilities and attention to detail.
• Proven project management skills with the ability to prioritize tasks and manage multiple projects simultaneously.

Key Characteristics and Attitudes:

• Friendly and supportive
• Adaptable and flexible
• Articulate and persuasive
• High IQ and EQ
• Curious and coachable
• Commercially Aware
• Resilient and tenacious
• Big picture and detail-oriented

Jumio is a collaboration of people with different ideas, strengths, interests, and cultures. We welcome applications and colleagues from all backgrounds and of all statuses.

About Jumio:

Jumio is a B2B technology company dedicated to eradicating online identity fraud, money laundering, and other financial crimes to help make the internet safer. We leverage AI, biometrics, machine learning, liveness detection, and automation to create solutions that are trusted by leading brands worldwide and respected by industry thought leaders.

Jumio is the leading provider of online identity verification, eKYC, and AML solutions. With a global footprint, we’re expanding the team to meet strong client demand across a range of industries including Financial Services, Travel, Sharing Economy, Fintech, Gaming, and others.