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Customer Success Specialist (Engineering）
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Customer Success Specialist (Engineering）
Job summary
A leading data center service provider in Johor Bahru is seeking a Customer Success Specialist who will be the primary point of contact for customers. The ideal candidate will have a Bachelor’s degree and 3-5 years in customer success or project management roles. This role focuses on ensuring efficient service delivery while maximizing customer satisfaction through effective communication and relationship management. It's a great opportunity to work in a dynamic environment with various teams.
Qualifications
- 3-5 years of experience in Customer Success, Service Delivery, or Project Management roles.
- Proven ability to manage multiple projects and priorities simultaneously.
- Familiarity with SLA management and service operations processes.
Responsibilities
- Act as the main liaison for customers, building trusted partnerships.
- Manage the delivery of operational services in alignment with SLA requirements.
- Coordinate project delivery activities across various phases.
Skills
Education
TheCustomerSuccessSpecialistservesastheprimarypointofcontactforcustomers,ensuringthesuccessfuldeliveryofDayOne’sDataCenter.Thisrolefocusesondrivingcustomersatisfaction,managingserviceperformance,andensuringthatallcontractedservicesaredeliveredefficiently,withinscope,andinaccordancewithServiceLevelAgreements(SLAs).
Theidealcandidateisaproactivecommunicator,strongprojectcoordinator,andtrustedadvisorwhocanbuildlastingcustomerrelationshipswhilemanagingbothprojectdeliveryandongoingoperations.
- CustomerRelationshipManagement: Actasthemainliaisonforcustomers,buildingtrustedpartnershipsbasedonprofessionalism,integrity,andtransparency.
- ServiceDeliveryOversight: Managethedeliveryofalloperationalservices(DataCenterHosting,Network,Cloud,ITManaged,andDisasterRecoveryServices)inalignmentwithSLArequirementsandagreeddeliverycosts.
- ProjectManagement: Coordinateprojectdeliveryactivitiesacrossdesign,construction,testing,andtransitionphases.Ensuretimely,high-quality,andcost-effectiveprojectexecutionwhilemanagingrisksandescalations.
- OperationalExcellence: Overseeongoingserviceoperations,monitorSLAperformance,andcoordinatewithinternalteamstodrivecontinuousimprovementandensureoptimalservicequality.
- CustomerCommunication&Reporting: Maintaineffectivecommunicationwithcustomersthroughoutprojectandoperationalphases.Prepareandpresentregularprojectandservicereports,andfacilitatereviewmeetingstoensuretransparencyandalignment.
- Cross-FunctionalCollaboration: PartnerwithSales,Presales,DataCenterOperations,Network,andITServiceteamstodeliverseamlessserviceexperiencesandsuccessfulprojectoutcomes.
- ContinuousImprovement&Compliance: Ensureadherencetointernalprocessesincludingprocurement,audits,ITILframeworks,andprojectgovernance.Contributetointernalprocessoptimizationandbestpractices.
- CustomerSatisfaction&Retention: Proactivelymanagecustomerexpectations,resolveissuespromptly,andworktomaximizecustomersatisfactionandlong-termretention.
- Bachelor’sdegreeinInformationTechnology,ComputerScience,BusinessAdministration,orrelatedfield.
- 35yearsofexperienceinCustomerSuccess,ServiceDelivery,orProjectManagementroles(preferablyinConstructionordatacenterenvironments).
- Excellentcommunication,presentation,andstakeholdermanagementskills.
- Provenabilitytomanagemultipleprojectsandprioritiessimultaneously.
- FamiliaritywithSLAmanagement,andserviceoperationsprocesses.
- Strongproblem-solvingmindsetandabilitytoworkeffectivelyunderpressure.
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* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.