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Implementation Engineer (Mandarin speaker)

Implementation Engineer (Mandarin speaker)

ServiceRocketKuala Lumpur, Malaysia
18 days ago
Job description

G'day!

We are ServiceRocket

a global tech-enabled services company headquartered in Palo Alto, California. Our purpose is to be the single most reliable partner in the acceleration of your growth. At ServiceRocket, we are committed to the development of every Rocketeer and the trust of every customer.

Twenty years on and counting, we’ve got your back.

Why is ServiceRocket the place for you

  • A 20+ year tech services expert of many solutions and partnerships with industry giants.
  • Our diverse world of Rocketeers lives by our values with a collaborative mindset resulting in a 4.7 rating on Glassdoor.
  • We have been certified as a best place to work for our US, Chile and Malaysian offices.
  • Our culture rocks! You’ll join a fun-loving and inclusive work environment that supports your professional growth and personal well-being.

Visit our website to learn more and become a part of our Rocketeer Nation.

What you’ll be doing 💪

Customer Implementation and Onboarding :

  • Partner with Support, Operations, Sales and Customer Success teams to establish and refine operations related to provisioning our customers
  • Guide customers through the initial customer journey points and deliver customer centric solutions to improve overall customer experience
  • Iterate and improve on strategies and automations that streamline current workflows and tooling
  • Contribute to team knowledgebase when finding solutions to common situations
  • Carry out day-to-day strategies for new customer onboarding, targeting rapid execution with minimal friction
  • Ensure smooth transitions between Sales, Implementation, Support and CS Teams and foundational success for ongoing customer relationships
  • Provide personalized customer implementation with efficient, automated workflows.
  • Exercise clear communication and collaboration strategies to ensure smooth customer transitions and scalability.

    • Customer Experience and Relationship Management :

  • Build and maintain strong relationships with customers throughout their onboarding and migration journey before transitioning to Customer Success Management
  • Champion a customer-first approach that balances personalized support with scalable processes.

    • Success Metrics :

  • Maintain target metrics related to provisioning, new customer onboarding efficiency, customer satisfaction, revenue impact, process optimization, scalability, team performance, and strategic alignment.

    • What you’ll bring to the table 🧑‍💻

  • Experience working with external customers; Internal sales, support and success teams
  • Strong cross functional collaboration and customer relationship management
  • Familiar with SaaS platforms and cloud-based technologies
  • Excellent problem-solving, and communication skills
  • Desire to learn about cutting edge technologies
  • Mandarin

    • speaking is a must

    Your expertise  🌟

  • You are a natural leader
  • You are excited to work in a start-up environment; you get in the weeds as part of the team
  • You are smart, innovative, and fun. You bring a sense of humour and humility to work every day
  • You maintain a customer-centric mindset
  • You love finding solutions to challenging problems
  • You are not afraid of conflict and difficult conversations and value transparent communication
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    Mandarin Speaker • Kuala Lumpur, Malaysia