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

1. 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.

2. 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.

3. 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.

4. 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.

5. 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.

6. 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.

7. 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.

8. 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

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