Customer Success Management – Malaysia

PointStar Malaysia Sdn. Bhd.; Malaysia; On-site; MYR 90,000 - 150,000; Full time

Job summary

PointStar Malaysia Sdn. Bhd. is seeking a results-driven NetSuite/ERP Client Success Manager to align NetSuite activities with the customer’s business case and strategy. You will act as trusted advisor to key stakeholders and sponsors, ensuring full value realization.

Responsibilities include reviewing usage to identify gaps, coordinating with internal teams, driving adoption and renewals, managing complex requests, training customers, and leading change-management projects.

Qualifications

• At least 3 years of experience in NetSuite/ERP software.
• ERP knowledge and experience is a must.
• Ability to handle client escalations.
• Should be able to mentor juniors.
• Ability to lead training and demos both internally and externally.
• Strong analytical skills.
• Strong communication skills, both verbal and written.
• Ability to work independently.
• Ability to liaise with multiple contacts and departments.
• Multi-tasker.

Responsibilities

• Develop a trusted advisor relationship with customer key stakeholders and executive sponsors to align NetSuite activities with business strategy.
• Review customer usage to identify gaps and communicate findings to relevant teams.
• Identify opportunities for greater value aligned with customer business strategies.
• Advise on complex customer requests involving other 3rd party solutions and enterprise systems.
• Drive customer satisfaction, product adoption and subscription renewals.
• Anticipate customer requirements and challenges to ensure success.
• Identify and assess renewal risks within the customer base.
• Conduct training sessions to improve adoption rates.
• Lead project management of change management activities.

Skills

NetSuite ERP

Escalation handling

Mentor juniors

Training & demos

Communication skills

Analytical skills

Independence

Multitasking

Stakeholder management

Tools

NetSuite

Job description

• Develop a trusted advisor relationship with customer key stakeholders and executive sponsors such that all NetSuite activities are closely aligned with the customer’s business case and business strategy, allowing the full potential of their NetSuite solution to be realized.
• Review customer’s current usage of NetSuite to determine if challenges are the result of functionality gaps, implementation/customization gaps or training gaps. Be able to communicate findings with appropriate teams (i.e. Oracle NetSuite Principal team, Account Management, Marketing, Professional Services and Leadership).
• Identify opportunities for adding greater value applicable to customer’s business strategies.
• Navigate and advise on efforts related to complex customer requests or projects involving other 3rd party solutions and enterprise systems, escalating for assistance if needed.
• Drive overall customer satisfaction, additional product adoption and ultimately subscription renewals.
• Anticipate customers’ requirements and possible challenges – make our customers successful.
• Identify and assess renewal risks within the customer base.
• Conduct training sessions with customers to improve the adoption rate.
• Project Management of proposed change management activities and projects.

Requirements:

• At least 3 years of experience in NetSuite/ERP Software.
• ERP knowledge and experience is a must.
• Ability to handle Client Escalations.
• Should be able to Mentor Juniors.
• Ability to lead training and demo both internally and externally.
• Strong analytical skills.
• Strong communication skills, both verbal and written.
• Ability to work independently.
• Ability to liaise with multiple contacts and departments.
• Multi-tasker.

At PointStar, we transform business organizations across the globe with industry-leading cloud services from technology giants.

Founded in the Year 2008 in Singapore, PointStar is one of the region’s earliest technology providers in cloud solutions. We have transformed over 3,000 business organizations across the globe with industry-leading cloud services from technology giants like Google Cloud, Oracle NetSuite, Cisco and more.

PointStar has expanded beyond Singapore with establishments in Indonesia and Malaysia. We now have more than 250 employees across 3 countries and 7 offices.

At PointStar, we are guided by the core values that shape our culture and the way we work:

To create and add value to our customers’ business.To maintain the highest standards of professionalism in everything we do.To equip our people with deep product knowledge.To practice continuous improvement in every area of our business.To place customer satisfaction as our number one priority.

At PointStar, we transform business organizations across the globe with industry-leading cloud services from technology giants.

Founded in the Year 2008 in Singapore, PointStar is one of the region’s earliest technology providers in cloud solutions. We have transformed over 3,000 business organizations across the globe with industry-leading cloud services from technology giants like Google Cloud, Oracle NetSuite, Cisco and more.

PointStar has expanded beyond Singapore with establishments in Indonesia and Malaysia. We now have more than 250 employees across 3 countries and 7 offices.

At PointStar, we are guided by the core values that shape our culture and the way we work:

To create and add value to our customers’ business.To maintain the highest standards of professionalism in everything we do.To equip our people with deep product knowledge.To practice continuous improvement in every area of our business.To place customer satisfaction as our number one priority.