Senior SaaS Support & Customer Success Lead

Tribepad; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

ABL – an Aqualis Group company in Kuala Lumpur is seeking a Senior Support Specialist to drive customer success for Effio and AuditABL. You will demonstrate products, onboard customers, and resolve complex software issues while collaborating with cross-functional teams.

The role emphasizes configuring environments, producing training materials, and ensuring data integrity across platforms with a focus on adoption and ROI for clients.

Qualifications

• Degree in Computer Science, Information Technology, Software Engineering, or related field.
• 7+ years of experience supporting SaaS or enterprise software in a customer-facing role.
• Proven ability to troubleshoot complex application issues and manage customer requirements to resolution.
• Strong knowledge of customer success metrics including adoption, retention and satisfaction.

Responsibilities

• Deliver product demonstrations of Effio and AuditABL to customers.
• Configure customer environments and support onboarding and adoption of software solutions.
• Build strong customer relationships to maximise value, adoption and ROI.
• Provide customer training and develop user guides and knowledge articles for stakeholders.
• Deliver technical support, diagnosing and resolving software, configuration and access issues.
• Manage support requests through to resolution with prioritisation and SLAs.
• Analyze application and customer data to investigate issues and drive improvements.

Skills

SaaS support

Customer success

SQL

Data analysis

Cloud-based apps

Microsoft 365

SharePoint

Teams

Problem solving

Education

Bachelor's degree in Computer Science / IT / Software Engineering

Tools

Microsoft 365

SharePoint

Teams

CMMS

Job description

ABL – an Aqualis Group company in Kuala Lumpur is seeking a Senior Support Specialist to drive customer success for Effio and AuditABL. You will demonstrate products, onboard customers, and resolve complex software issues while collaborating with cross-functional teams.

The role emphasizes configuring environments, producing training materials, and ensuring data integrity across platforms with a focus on adoption and ROI for clients.