Job Description

Help Customers Succeed. Drive Growth. Shape the Future with AI.

At iDynamics, we believe technology is only valuable when customers achieve real business outcomes.

We are looking for a passionate and proactive Customer Success Executive to become the trusted advisor for our customers, helping them maximize the value of our ERP, accounting, e-Invoicing, and digital transformation solutions.

This role goes beyond customer support. You will be responsible for customer adoption, retention, growth, and advocacy while leveraging AI tools and data insights to create exceptional customer experiences.

If you enjoy building relationships, solving business challenges, and helping customers achieve measurable success, we'd love to meet you.

What You'll Be Doing

Customer Success & Relationship Management

• Own the end-to-end customer journey, from onboarding and implementation to adoption, renewal, retention, and expansion.
• Build strong and lasting relationships with customers, becoming their trusted advisor and primary point of contact.
• Conduct regular business reviews to understand customer goals, challenges, and opportunities.
• Proactively identify risks and develop action plans to improve customer satisfaction and retention.

Customer Growth & Advocacy

• Identify upselling, cross-selling, and referral opportunities within existing accounts.
• Work closely with Sales, Marketing, Professional Services, and Support teams to drive customer success outcomes.
• Develop customer success stories, testimonials, and case studies that showcase customer achievements.
• Promote customer advocacy and long-term partnerships.

AI-Driven Customer Success

• Utilize AI-powered tools and platforms to improve customer engagement, communication, and productivity.
• Leverage customer data, analytics, CSAT, NPS, and usage insights to identify trends and recommend improvements.
• Assist in developing AI-enhanced customer success playbooks, workflows, and best practices.
• Stay updated on emerging AI technologies and explore ways to improve customer experience and operational efficiency.

Project Coordination & Customer Experience

• Coordinate internal and external stakeholders to ensure successful project delivery and customer satisfaction.
• Facilitate customer meetings, training sessions, workshops, and adoption programs.
• Monitor customer health scores and engagement metrics.
• Create customer-facing reports, dashboards, and presentations that demonstrate value realization.

Continuous Improvement

• Review customer journeys and identify opportunities to improve customer experiences.
• Maintain accurate customer records, activities, and success plans within CRM systems.
• Contribute ideas to improve customer success processes, knowledge bases, and support content.
  

Job Requirements

What We're Looking For

Qualifications

• Bachelor's Degree in Business, Marketing, Communications, IT, or related field.
• 3–5 years of experience in Customer Success, Account Management, Sales, Client Services, Marketing, or related roles.
• Experience managing B2B customer relationships is highly preferred.

Skills & Competencies

• Excellent communication and interpersonal skills.
• Strong problem-solving and consultative mindset.
• Ability to influence stakeholders and build trust at all organizational levels.
• Strong project coordination and time management skills.
• Analytical and data-driven decision-making ability.
• Comfortable working in a fast-paced and technology-driven environment.
• Experience using CRM systems (Salesforce, HubSpot, Zoho CRM, or equivalent).
• Familiarity with project management tools and collaboration platforms.

AI & Technology Readiness

• Interest in AI technologies and digital transformation trends.
• Experience using AI productivity tools such as ChatGPT, Copilot, Gemini, or equivalent is an advantage.
• Ability to leverage AI tools to improve communication, reporting, customer engagement, and operational efficiency.

Language Requirements

• Fluent in English and Bahasa Malaysia.
• Ability to communicate in Mandarin will be an added advantage for supporting Mandarin-speaking clients.

What Makes You Successful in This Role

✔ You genuinely enjoy helping customers succeed.

✔ You are curious, proactive, and solutions-oriented.

✔ You can turn customer challenges into opportunities.

✔ You are comfortable using technology and AI to work smarter.

✔ You thrive in a collaborative environment and enjoy working across departments.

✔ You believe customer success is everyone's success.

Why Join iDynamics?

• Be part of a fast-growing digital transformation company.
• Work with ERP, AI, Cloud, Automation, and Business Technology solutions.
• Exposure to SMEs, mid-market, and enterprise customers across multiple industries.
• Career growth opportunities in Customer Success, Account Management, Business Consulting, and Leadership.
• A collaborative culture focused on learning, innovation, and customer impact.

At iDynamics, we're not just implementing software — we're helping businesses transform, grow, and succeed.

Skills