Customer Success Specialist

iMBrace Limited; Johor Bahru; On-site; MYR 60,000 - 80,000; Full time

Job summary

A pioneering technology firm in Johor Bahru is seeking a Customer Success Specialist to optimize client interactions with a sophisticated AI platform. This role involves onboarding, training, and managing relationships with enterprise clients, ensuring the effective adoption of advanced technologies. The ideal candidate will have 1–3 years in a customer-focused role, strong communication skills in English and Cantonese, and a passion for technology. Contribute to the mission of promoting governed AI adoption at scale.

Benefits

Work with leading AI partners

Contribute to client success

Dynamic work environment

Qualifications

• 1–3 years of experience in Customer Success or similar roles.
• Ability to understand and communicate complex technical platforms clearly.
• Experience with partners or System Integrators is a plus.

Responsibilities

• Master the iMBrace platform for client enablement.
• Lead onboarding and training for enterprise customers.
• Coordinate with partners for successful implementation.

Skills

Customer Success Management

Technical Account Management

Communication Skills

AI/Automation Tools

Education

Bachelor's degree in Business, IT, or related field

Tools

CRM systems

Job description

iMBrace is Asia’s first Human-in-the-Loop AI Collaboration Hub, purpose-built to unify Human Intelligence (HI) and Artificial Intelligence (AI) through a sovereign, secure, and scalable operating system. We empower business and IT teams to orchestrate AI workflows across multiple channels—Slack, WhatsApp, Teams, web, and more—using governed, profile‑aware automation.

Our strategic partners include NVIDIA, Ingram Micro, Red Hat, HPE, and Cisco, and our mission is to help enterprises scale AI adoption with trust, control, and speed.

Your Mission

As a Customer Success Specialist, you will become an expert on the iMBrace platform and act as a strategic liaison between our clients, partners, and internal teams. You will ensure successful adoption and long‑term engagement with the platform by enabling clients to design and implement intelligent, human‑governed workflows across departments and channels.

This role is client‑facing, partner‑facing, and deeply product‑focused.

Key Responsibilities

Platform Mastery & Enablement

• Attain full working knowledge of the iMBrace platform—including knowledge hubs, multi‑agent orchestration, channel integrations, and SDK capabilities.
• Conduct hands‑on configuration of customer environments, workflows, and channel triggers (e.g., Slack, WhatsApp, Email).
• Educate clients and partners on how to maximize platform value using no‑code tools and integration frameworks.

Customer Success & Relationship Management

• Lead onboarding, training, and ongoing support for enterprise customers across Banking, Insurance, and Public Sector industries.
• Translate business use cases into functional solutions using iMBrace’s dynamic profiles and governed orchestration modules.
• Proactively follow up with clients and manage post‑launch success metrics and improvement cycles.

Partner & SI Collaboration

• Coordinate with System Integrators (SIs), resellers, and technology partners during pre‑sales, implementation, and scale‑up phases.
• Align partner deliverables with iMBrace capabilities and ensure proper enablement through training, knowledge sharing, and co‑solving.
• Act as the platform ambassador in partner engagements—ensuring accurate communication of iMBrace’s value and architecture.

Cross‑Team Execution

• Collaborate with Sales, Product, Engineering, and Knowledge Ops teams to deliver seamless customer experiences.
• Perform quality assurance on partner and internal deliverables before release.
• Track and manage scope changes, escalations, and success plans.

What You Bring

• Bachelor's degree in Business, IT, or related field—or equivalent experience.
• 1–3 years in Customer Success, Technical Account Management, Solution Consulting, or similar.
• Demonstrated ability to grasp complex technical platforms and translate them into client‑friendly value propositions.
• Experience working with partners, resellers, or System Integrators is a strong plus.
• Familiarity with AI/automation/RPA tools, CRM systems, and regulated industries (e.g., Banking or Insurance) preferred.
• Clear communication skills, both written and verbal—in English and Cantonese (Mandarin is a plus).

Why Join Us?

• Be at the forefront of AI orchestration and Human‑in‑the‑Loop architecture.
• Work with an enterprise‑ready platform trusted by partners like NVIDIA and Red Hat.
• Contribute directly to client success and strategic partner enablement.
• Join a mission‑driven company focused on governed AI adoption at scale.