Hybrid Implementation Engineer, Mandarin Speaker

at ServiceRocket

• Job title: Implementation Engineer, Mandarin Speaker
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Tech skills: Cloud
• Location requirements: Hybrid, Kuala Lumpur, Malaysia

About the role

• Customer Implementation Engineer responsible for onboarding and customer experience in a global tech services firm. Collaborating across teams to ensure smooth transitions and customer satisfaction.

Responsibilities

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

Requirements

• 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

Benefits

• Share the fruit program: when we grow the tree, we share the fruit–when the company grows, we share the profit.
• Stock options: you have the opportunity to participate in the ownership of the company.
• Health insurance: we support you and your family–your well-being matters.
• Retirement plan/funds saving: we care about your future–we have diverse plans depending on your location.
• Career pathways program: you can grow horizontally, vertically, or any way you want.
• Generous monthly fixed allowances including Rockettoria, Scholarship & Learning, Tech Choice, Wellness.
• Generous PTO plus one cultural heritage and community day to celebrate your story, family, and culture.