Strategic CSM for Lark & Tech Solutions

GD Express; Petaling Jaya; On-site; MYR 60,000 - 100,000; Full time

Job summary

GD Xchange Sdn Bhd is seeking a Customer Success Manager to lead relationships with key customers and drive value adoption across Lark and other technology solutions. You will coordinate with sales, engineering, and partners to deliver tailored solutions and ensure strong, long-term partnerships.

The role focuses on onboarding, adoption, and maximizing customer value from Lark, while progressively expanding knowledge across GD Xchange's broader tech portfolio.

Qualifications

• Diploma or degree in Information Technology, Computer Science, Business, Digital Technology, or a related field.
• Experience with Lark is preferred.
• Lark certification(s) will be an added advantage.
• Experience in customer success, account management, solution consulting, business development, IT services, or a technology-related role is an advantage.
• Good understanding of business processes and the ability to translate customer requirements into practical technology solutions.

Responsibilities

• Serve as the primary point of contact for assigned customers and build strong, long-term relationships.
• Understand customers' business needs, challenges, and technology objectives.
• Drive customer onboarding, adoption, engagement, and satisfaction.
• Conduct regular customer engagement and identify opportunities to enhance the value delivered to customers.
• Proactively identify customer needs and recommend appropriate technology solutions.
• Work closely with internal sales, technical, and external partner teams to ensure a smooth customer experience.
• Support customers in the adoption and effective utilisation of Lark and its capabilities.
• Gather customer feedback and communicate requirements or enhancement opportunities to the relevant teams.
• Stay updated on Lark product developments, features, and best practices.
• Develop knowledge across GD Xchange Sdn Bhd's broader technology portfolio through training and hands-on exposure.
• Progressively support customers across different technology domains.
• Identify opportunities where multiple technology solutions can be combined to address broader customer requirements.
• Collaborate with internal sales, technical and external partner teams to develop suitable solutions for customers.
• Identify upselling and cross-selling opportunities based on customer requirements.
• Support sales and solution teams in customer presentations, demonstrations, proposals, and solution discussions.
• Develop opportunities to expand existing customer relationships and solution adoption.
• Contribute towards customer retention, revenue growth, and business development objectives.
• Participate in customer engagement activities, technology events, and solution briefings.

Skills

Customer success

Account management

Solution consulting

Business development

Education

Diploma or Bachelor in IT/CS/Business

Job description

GD Xchange Sdn Bhd is seeking a Customer Success Manager to lead relationships with key customers and drive value adoption across Lark and other technology solutions. You will coordinate with sales, engineering, and partners to deliver tailored solutions and ensure strong, long-term partnerships.

The role focuses on onboarding, adoption, and maximizing customer value from Lark, while progressively expanding knowledge across GD Xchange's broader tech portfolio.