As a Customer Success & Technical Implementation Specialist at Malaya Tech, you will play a key role in ensuring our clients achieve long-term success with our technology and consulting solutions. You will work closely with clients and internal teams to provide reliable post-implementation support, strengthen client relationships, and drive continuous system improvement.
We are looking for a proactive, customer-oriented, and technically inclined individual who enjoys solving problems, learning new technologies, and helping businesses maximize the value of their systems. The ideal candidate is a strong communicator, resourceful problem-solver, and collaborative team player who takes ownership of client concerns and is committed to delivering excellent customer experiences.
Responsibilities
- 1. Customer Success & Relationship Management
- Serve as the primary point of contact for clients after system implementation and deployment.
- Build strong client relationships and ensure customer satisfaction and successful system adoption.
- Conduct regular client check-ins to gather feedback, address concerns, and identify improvement opportunities.
- Guide clients in maximizing the value of their implemented solutions.
- 2. Post-Implementation Support
- Provide ongoing technical and functional support for delivered systems, including Anaplan, Odoo ERP, and customized finance solutions.
- Troubleshoot reported issues, investigate root causes, and coordinate resolutions with development and implementation teams.
- Monitor recurring issues and recommend enhancements to improve system performance and usability.
- Manage support requests, track resolutions, and ensure timely client updates.
- 3. Client Training & Knowledge Transfer
- Conduct system walkthroughs, user training, and refresher sessions.
- Assist clients in understanding system features, workflows, and best practices.
- Prepare and maintain user guides, FAQs, troubleshooting references, and training materials.
- Ensure smooth knowledge transfer from implementation teams to end users.
- 4. System Maintenance & Continuous Improvement
- Coordinate system updates, configuration adjustments, and approved enhancements.
- Gather client requirements and translate business concerns into actionable technical or functional requests.
- Work with developers, Anaplan model builders, and functional consultants to implement solutions. Identify opportunities to streamline business processes and improve the overall user experience.
- 5. Implementation Handover & Deployment Support
- Coordinate the transition from project implementation to ongoing customer support.
- Review project documentation, system configurations, known issues, and outstanding deliverables.
- Validate system functionality after deployment and assist with post-go-live monitoring.
- Ensure clients understand support procedures, escalation channels, and system limitations.
- 6. Client Coordination & Issue Management
- Log, prioritize, monitor, and follow up on support tickets and client concerns.
- Coordinate with internal teams to ensure issues are resolved within agreed timelines and service levels.
- Communicate technical issues and resolutions clearly to both technical and non-technical stakeholders.
- Escalate critical issues appropriately and keep clients informed throughout the resolution process.
- 7. Documentation & Reporting
- Maintain accurate records of client interactions, reported issues, resolutions, and enhancement requests.
- Prepare regular reports on support activities, recurring issues, customer feedback, and satisfaction.
- Maintain updated system documentation and knowledge bases.
- Track customer concerns and identify trends that may require preventive action.
- 8. Customer Retention & Business Growth
- Proactively identify client needs and opportunities for additional support, training, consulting, or system enhancements.
- Help strengthen long-term client partnerships through responsive and reliable after-sales service.
- Coordinate with the consulting and sales teams on potential upselling or cross-selling opportunities when appropriate.
- Support continuous improvement initiatives that enhance customer satisfaction and retention
Must Have
- Bachelor’s degree in IT, Computer Science, Business, or a related field.
- Experience in customer success, technical support, or system implementation is an advantage.
- Familiarity with ERP, financial systems, Anaplan, or Odoo is a plus
- Strong communication, troubleshooting, and customer service skills.
- Good documentation, coordination, and problem-solving abilities
- Able to work independently and collaboratively in a remote setup.
Nice to have
- Strong adaptability and willingness to learn new technologies.
- Proactive and customer-focused mindset.
- Ability to manage multiple priorities independently.
- Strong interpersonal and relationship-building skills.
- Resourcefulness in resolving client concerns.
- Attention to detail and commitment to continuous improvement.
- Ability to identify opportunities for process optimization and business growth.
What's great in the job?
- Great team of smart people, in a friendly and open culture
- No dumb managers, no stupid tools to use, no rigid working hours
- No waste of time in enterprise processes, real responsibilities and autonomy
- Expand your knowledge of various business industries
- Create content that will help our users on a daily basis
- Real responsibilities and challenges in a fast evolving company
Our Product
What We Offer
Each employee has a chance to see the impact of his work.
You can make a real contribution to the success of the company.
Several activities are often organized all over the year, such as weekly
sports sessions, team building events, monthly drink, and much more
Perks
A full-time position
Attractive salary package.
Trainings
12 days / year, including
6 of your choice.
Sport Activity
Play any sport with colleagues,
the bill is covered.
Eat & Drink
Fruit, coffee and
snacks provided.
