Job Description

Drive the successful implementation and adoption of Cerev CMMS across client sites. Serve as the primary liaison between clients and our technical team, ensuring seamless onboarding, continuous system usage, and outstanding customer satisfaction.

CMMS Implementation & Client Onboarding

• Lead the end-to-end implementation of Cerev CMMS for new and existing clients
• Liaise with clients to obtain all necessary data for system setup, including asset registers, equipment lists, and maintenance schedules
• Configure and set up the CMMS system according to client-specific requirements and workflows
• Conduct training sessions and onboarding workshops to ensure clients are well-equipped to use the platform
• Develop and maintain implementation timelines and project plans for each client rollout

M&E and Asset Advisory

• Demonstrate strong understanding of M&E (Mechanical & Electrical) equipment, electrical data, and asset management principles
• Review and advise clients on their asset data, identifying gaps and areas for improvement
• Liaise with client PICs (Persons-In-Charge) to understand their existing maintenance practices and recommend enhancements
• Guide clients on best practices for structuring equipment hierarchies, preventive maintenance schedules, and work order workflows within the CMMS

Problem Solving & Feature Advocacy

• Proactively identify operational challenges faced by clients and propose practical solutions using existing CMMS features
• Think critically about how new features or enhancements could help customers maximise value from the software
• Gather and document client feedback, feature requests, and pain points for the product team
• Collaborate with the technical team to validate feasibility of proposed features and improvements

Stakeholder Coordination & Expectation Management

• Act as the bridge between clients and the technical/development team to coordinate new feature development and system enhancements
• Manage client expectations by providing clear timelines, progress updates, and transparent communication on deliverables
• Prioritise and escalate client requests appropriately, balancing urgency with development capacity
• Prepare and present progress reports and status updates to both clients and internal stakeholders

Client Success & System Adoption

• Champion the usage of Cerev CMMS with all assigned clients, ensuring consistent and ongoing system adoption
• Monitor client usage patterns and proactively reach out to users who may need additional guidance or support
• Conduct regular check-ins and follow-ups with clients to address challenges and ensure they are getting maximum value from the platform
• Develop user guides, FAQs, and support materials tailored to client needs

On-Site Support & Issue Resolution

• Serve as the primary point of contact for all client enquiries, troubleshooting, and issues encountered at site
• Respond promptly to support requests and provide timely resolution of operational and technical issues
• Conduct site visits as needed to support implementation, training, and issue resolution
• Maintain a log of all support tickets and ensure proper follow-through until resolution

Job Requirements

Experience & Background

• 1-3 years of experience in operations, client success, implementation, or a related role
• Background in facilities management, building maintenance, M&E, or property management is a strong advantage
• Experience working with CMMS, EAM, or similar enterprise software is highly desirable
• Exposure to B2B SaaS environments and client-facing roles

Technical Knowledge

• Understanding of M&E (Mechanical & Electrical) systems, equipment types, and maintenance workflows
• Familiarity with asset management concepts, preventive maintenance scheduling, and work order processes
• Comfortable working with software platforms and able to quickly learn new tools
• Proficient in Microsoft Office (Excel, Word, PowerPoint) for data management and reporting

Soft Skills & Personal Attributes

• Excellent communication and interpersonal skills for engaging with clients at all levels
• Strong problem-solving ability with a proactive, solution-oriented mindset
• Ability to manage multiple client accounts and priorities simultaneously
• Detail-oriented with strong organisational and documentation skills
• Self-motivated, resourceful, and able to work independently
• Proficient in both English and Bahasa Melayu (written and spoken)

Bonus if you have

• Experience in the facilities management or property management industry
• Familiarity with ISO 55000 (Asset Management) or similar standards
• Previous experience conducting client training or workshops
• Knowledge of building systems such as HVAC, fire protection, plumbing, or electrical distribution
• Experience with project management tools and methodologies

Skills