Customer Success Technical Implementation

Qualifications

Bachelor's degree in IT, Computer Science, Business, or a related field.

Experience in customer success, technical support, or system implementation is an advantage.

Familiarity with ERP, financial systems, Anaplan, or Odoo is a plus.

Strong communication, troubleshooting, and customer service skills.

Good documentation, coordination, and problem-solving abilities.

Able to work independently and collaboratively in a remote setup.

Duties and Responsibilities

• Customer Success & Relationship Management
  
  

Serve as the primary point of contact for clients after system implementation and deployment.

Build strong client relationships and ensure customer satisfaction and successful system adoption.

Conduct regular client check-ins to gather feedback, address concerns, and identify improvement opportunities.

Guide clients in maximizing the value of their implemented solutions.

• Post-Implementation Support
  
  

Provide ongoing technical and functional support for delivered systems, including Anaplan, Odoo ERP, and customized finance solutions.

Troubleshoot reported issues, investigate root causes, and coordinate resolutions with development and implementation teams.

Monitor recurring issues and recommend enhancements to improve system performance and usability.

Manage support requests, track resolutions, and ensure timely client updates.

• Client Training & Knowledge Transfer
  
  

Conduct system walkthroughs, user training, and refresher sessions.

Assist clients in understanding system features, workflows, and best practices.

Prepare and maintain user guides, FAQs, troubleshooting references, and training materials.

Ensure smooth knowledge transfer from implementation teams to end users.

• System Maintenance & Continuous Improvement
  
  

Coordinate system updates, configuration adjustments, and approved enhancements.

Gather client requirements and translate business concerns into actionable technical or functional requests.

Work with developers, Anaplan model builders, and functional consultants to implement solutions. Identify opportunities to streamline business processes and improve the overall user experience.

• Implementation Handover & Deployment Support
  
  

Coordinate the transition from project implementation to ongoing customer support.

Review project documentation, system configurations, known issues, and outstanding deliverables.

Validate system functionality after deployment and assist with post-go-live monitoring.

Ensure clients understand support procedures, escalation channels, and system limitations.

• Client Coordination & Issue Management
  
  

Log, prioritize, monitor, and follow up on support tickets and client concerns.

Coordinate with internal teams to ensure issues are resolved within agreed timelines and service levels.

Communicate technical issues and resolutions clearly to both technical and non-technical stakeholders.

Escalate critical issues appropriately and keep clients informed throughout the resolution process.

• Documentation & Reporting
  
  

Maintain accurate records of client interactions, reported issues, resolutions, and enhancement requests.

Prepare regular reports on support activities, recurring issues, customer feedback, and satisfaction.

Maintain updated system documentation and knowledge bases.

Track customer concerns and identify trends that may require preventive action.

• Customer Retention & Business Growth
  
  

Proactively identify client needs and opportunities for additional support, training, consulting, or system enhancements.

Help strengthen long-term client partnerships through responsive and reliable after-sales service.

Coordinate with the consulting and sales teams on potential upselling or cross-selling opportunities when appropriate.

Support continuous improvement initiatives that enhance customer satisfaction and retention

• Perform other duties and responsibilities as may be assigned by the immediate supervisor or management.