Team Lead, ERP Application Support & Customer Success

FlexSystem (M) Sdn Bhd; Petaling Jaya; On-site; MYR 180,000 - 280,000; Full time

Job summary

FlexSystem (M) Sdn Bhd in Malaysia is seeking a System Application Support Lead to helm the customer support function, drive service excellence, and build long-term client relationships across ERP implementations.

You will lead the Application Consultant and Business Analyst, manage escalations, collaborate with implementation and technical teams, and identify opportunities for system enhancements and additional services.

Qualifications

• Bachelor's Degree in IT/CS or related discipline.
• 10–15 years of ERP implementation or ERP support experience.
• Proven leadership and customer relationship management.
• Excellent English communication.

Responsibilities

• Lead and manage the Application Consultant and Business Analyst to deliver quality customer support.
• Act as the main escalation point for customer enquiries, issues and service requests.
• Build and maintain strong relationships with key customers and understand their needs.
• Lead customer follow-ups and health checks to ensure satisfaction and success.
• Identify opportunities for system enhancements and services, and collaborate with Business Development.
• Coach and mentor team members to improve capabilities.
• Report to HQ on customer support, team performance and opportunities.

Skills

Team leadership

Customer relationship management

Strategic account management

English communication

Problem solving

Coaching and mentoring

ERP systems

Project coordination

Education

Bachelor's degree in IT/CS

Tools

Helpdesk systems

Ticketing systems

Job description

About Us

We are a leading provider of ERP in Asia Pacific and business software solutions, helping organisations streamline their operations through innovative technology and exceptional customer service.

We are looking for a proactive, customer-focused and experienced System Application Support Lead to lead our customer support function, manage and develop the support team, build strong long-term client relationships, and identify opportunities to enhance customer value. If you are passionate about customer success, team leadership, service improvement and business growth, we'd love to hear from you.

Job Description

As the System Application Support Lead, you will lead the customer support function to deliver exceptional customer service and ensure customer success. You will build strong client relationships, manage escalated support issues, and collaborate closely with implementation, technical and business development teams to ensure timely issue resolution, high customer satisfaction and continued business opportunities.

You will also play an active leadership role in developing the support team, improving service processes, understanding customer needs and identifying opportunities for additional solutions, services or system enhancements.

Key Responsibilities

• Lead and manage the Application Consultant and Business Analyst to deliver quality customer support.
• Act as the main escalation point for customer enquiries, issues and service requests, ensuring timely resolution.
• Build and maintain strong relationships with key customers and understand their business needs.
• Lead customer follow-ups, health checks and discussions to ensure customer satisfaction and success.
• Identify potential opportunities for system enhancements, additional modules, upgrades and services, and work with the Business Development team on follow-up.
• Support customer meetings, solution discussions, proposals, demonstrations and quotations when required.
• Coach and mentor team members to improve their technical, functional and customer service capabilities.
• Report to Hong Kong Headquarters on customer support, team performance and key business opportunities.

Job Requirements

• Bachelor's Degree in Information Technology, Computer Science, Accounting, Finance, Business, or a related discipline.
• Minimum 10–15 years of experience in ERP Implementation, Application Support/ERP Support, Technical Support, or a related business software environment.
• Proven experience in team leadership, people management and customer relationship management.
• Experience managing customer relationships and handling escalated customer issues.
• Experience in business development, account management, customer growth or identifying business opportunities will be an advantage.
• Excellent verbal and written communication skills in English.
• Strong leadership, problem-solving, coordination and interpersonal skills.
• Strong understanding of software applications, ERP systems or business solutions.
• Ability to work effectively under pressure and manage multiple priorities.
• Strong customer service mindset with the ability to build trusted relationships with clients.
• Ability to lead, motivate, coach and develop team members.
• Commercial awareness and the ability to understand customer needs and identify potential business opportunities.

Preferred Qualifications

• Experience supporting ERP, Accounting, Finance or Business Management Systems.
• Accounting or finance knowledge will be an added advantage.
• Experience working with software implementation or consulting teams.
• Experience in business development, account management, customer success or solution selling.
• Experience in identifying and following up on opportunities for system enhancements, upgrades, additional modules or services.
• Familiarity with helpdesk or ticketing systems.
• Experience in customer success strategy and service improvement initiatives.
• Experience managing or mentoring application support and/or business analyst teams.
• Experience working with regional or international customers and headquarters teams.