Technical Customer Success Analyst

An enterprise client is seeking a Technical Customer Success Analyst to support implementations of a leading enterprise SaaS platform for high-profile customers, starting with a large logistics organization. This role focuses on driving platform adoption, optimizing system performance, and delivering measurable business value.

The selected candidate will work closely with a regional lead and client stakeholders, contributing to ongoing digital transformation initiatives. This is a long-term engagement with structured deliverables and exposure to complex, enterprise-scale environments.

• Act as a client-facing advisor supporting a highly customized enterprise platform environment.
• Analyze customer requirements and platform usage to identify opportunities to improve adoption of features and releases.
• Translate business needs into actionable platform enhancements aligned with client objectives.
• Support day-to-day platform operations by coordinating with technical teams and guiding issue resolution.
• Provide technical advisory input to triage customer issues and align appropriate engineering resources.
• Track and manage progress across key workstreams, including integrations and AI-related initiatives.
• Develop structured updates on progress, risks, blockers, and next steps for stakeholders.
• Establish governance processes, documentation standards, and delivery cadences.
• Collaborate on building and improving AI-driven tools and workflows.
• Prepare executive-level summaries demonstrating business value, including performance improvements, cost avoidance, and risk reduction.

• 3–4 years of experience in technology consulting, preferably from a Big4 or global systems integrator (GSI).
• Experience supporting digital transformation programs involving enterprise platforms.
• Exposure to enterprise SaaS platforms is required.
• Understanding of how underlying infrastructure impacts platform performance and scalability.
• Experience in client-facing roles with strong stakeholder management responsibilities.
• Ability to translate technical concepts into clear business value narratives.
• Experience working with complex, highly customized implementations beyond out-of-the-box solutions.
• Familiarity with industries such as logistics, supply chain, banking, telecom, or energy is a plus.
• Strong coordination skills across cross-functional teams (engineering, product, support).
• Comfort working with AI tools or willingness to learn and adopt AI-driven workflows.
• Strong organizational, documentation, and communication skills.

• Full-time engagement (40 hours per week) with an initial 12-month contract.
• Primarily remote work with occasional on-site visits in Kuala Lumpur and Cyberjaya as needed.
• Candidates based in or near Kuala Lumpur are preferred.
• Structured weekly and monthly deliverables with long-term project exposure.