Digital Adoption & Delivery Specialist

Sitecore; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

Sitecore Kuala Lumpur CVR Services Hub seeks a delivery-focused professional to power the Sitecore360 adoption motion across a cohort of accounts. You will execute playbooks, support regional teams, and produce scalable outputs within a centralized hub.

Work is asynchronous, aligned to KL business hours, with success measured by cohort adoption, health movement, SLA adherence, and timely returns in the customer plan.

Qualifications

• 3 to 6 years in Customer Success, Professional Services, delivery or consulting roles within a SaaS or enterprise software environment.
• Comfortable navigating modern CMS/DXP architectures including headless and API‑driven content delivery.
• Pattern recognition across a portfolio to identify accounts needing action and why.

Responsibilities

• Run the weekly exception sweep across your segment of the Sitecore360 digital book, identify accounts that have fallen out of pattern on adoption, health, milestones or hours consumption, and trigger the corresponding playbook actions
• Maintain the customer capability plan and playbook status, updating based on actions taken and next steps
• Work the book in depth on a monthly rotation so every account receives a substantive review each quarter, producing an updated capability plan and next‑best actions
• Triage incoming requests against each customer’s capability plan, not as standalone tickets, prioritizing against SLA commitments and flagging missing inputs early
• Handle Advisory intake for the digital segment (advisory guidance, implementation guidance, release readiness), write scoping briefs a Consultant can pick up and execute without a follow‑up call, and land the output back in the customer’s plan
• Prepare the quarterly account pack per customer: adoption health, hours used, milestones reached and next‑best actions, based on approved templates
• Flag accounts approaching renewal that are off‑plan

Skills

Customer Success

Pattern recognition

Business analysis

Written English

Tools

Jira

Confluence

Salesforce

Certinia

Job description

Sitecore Kuala Lumpur CVR Services Hub seeks a delivery-focused professional to power the Sitecore360 adoption motion across a cohort of accounts. You will execute playbooks, support regional teams, and produce scalable outputs within a centralized hub.

Work is asynchronous, aligned to KL business hours, with success measured by cohort adoption, health movement, SLA adherence, and timely returns in the customer plan.