Sepenuh Masa Customer Experience Manager Jobs, in Agensi Pekerjaan GMRecruitment Sdn Bhd Johor Bahru - Maukerja

Key Responsibilities

• Serve as the primary point of contact for hyperscale and enterprise customers.
• Build and maintain strong customer relationships to ensure a high level of satisfaction and long-term partnership.
• Coordinate with internal teams including Operations, Engineering, Facilities, Security, and Project Management to deliver exceptional customer experience.
• Lead customer onboarding, operational meetings, service reviews, and business review sessions.
• Manage customer requests, escalations, incidents, and change management activities.
• Monitor service performance and ensure compliance with Service Level Agreements (SLAs).
• Prepare customer reports, KPI dashboards, and service performance updates.
• Identify opportunities to improve customer experience and support account growth.
• Ensure timely communication during maintenance activities, incidents, and operational changes.
• Support customer audits, site visits, and business continuity exercises.

Requirements

• Bachelor's Degree in Business, Engineering, Information Technology, or a related discipline.
• Minimum 5 years of experience in Customer Success, Account Management, Service Delivery, or Client Relationship Management.
• Experience within hyperscale data centers, colocation providers, mission-critical facilities, cloud infrastructure, telecommunications, or IT infrastructure is highly preferred.
• Strong stakeholder management and customer relationship skills.
• Experience managing enterprise or multinational customers.
• Excellent communication, presentation, and problem-solving skills.
• Ability to work in a fast-paced, customer-focused environment.
• Proficient in Microsoft Office applications.
• Must be able to work at Sedenak Johor.