Technical Account Manager (Malaysia)
In this role, you will collaborate with customers worldwide to set up customized online events, community platforms, and mobile apps tailored to each customer’s unique requirements.
During the first two months, you’ll undergo comprehensive platform training and work under the guidance of a senior Technical Account Manager. Once you’re fully trained, you’ll manage projects and clients independently, leading the full project lifecycle from implementation through post-event analysis.
As an extension of the customer’s team, you’ll oversee project delivery, brainstorm solutions to challenges, share best practices, and offer support throughout the event. You’ll also conduct post-event evaluations, providing insights, learnings, and recommendations to help optimize future projects.
Additionally, you’ll be the day-to-day point of contact, answering questions, addressing concerns, and coordinating with internal teams to ensure seamless support.
During the first two months, you’ll undergo comprehensive platform training and work under the guidance of a senior Technical Account Manager. Once you’re fully trained, you’ll manage projects and clients independently, leading the full project lifecycle from implementation through post-event analysis.
As an extension of the customer’s team, you’ll oversee project delivery, brainstorm solutions to challenges, share best practices, and offer support throughout the event. You’ll also conduct post-event evaluations, providing insights, learnings, and recommendations to help optimize future projects.
Additionally, you’ll be the day-to-day point of contact, answering questions, addressing concerns, and coordinating with internal teams to ensure seamless support.
Your responsibilities will include:
- Provide online and onsite technical support at events in Australia and the Middle East.
- Understanding, documenting, and communicating customer business requirements internally.
- Conduct client calls, onboard users, and provide training to ensure successful adoption of our platform..
- Managing project timelines and communications with the India team (Malaysia time -2.5 hours) and Australia organizers (Malaysia time +3 hours).
- Ensuring customers have a positive experience and achieve their goals and KPIs.
- Providing real-time support during event days.
- Contributing to help articles, product documentation, and user guides.
- You won’t be responsible for selling to clients.
What We Expect From You:
- Experience in Customer Success, Customer Support, Account Management, or a similar role, preferably with a SaaS product.
- Fluent communication skills in English (C1 or C2) is a must. Chinese language proficiency is a significant advantage.
- Technical background and an ability to understand and communicate customer requirements to the technical team.
- Strong customer service and interpersonal skills.
- The ability to remain calm under pressure, especially during real-time, live event issues.
- Project management and organizational skills.
- Flexibility and independence to manage responsibilities across various time zones.
- Availability to travel to Australia and the Middle East if required.
- A basic understanding of programming languages like PHP, Java, C#, HTML, etc., is advantageous.
What We Offer:
- Fast professional growth with an international team of professionals.
- An exciting role in a rapidly changing industry.
- Financial stability and competitive compensation.
- Remote work.
- Monday to Friday, with 8-hour workdays and some flexibility. Occasional weekend work or travel may be required.
- Budget for education and self-improvement.
- Onboarding and Learning.
- Full- time long term freelance contract.
This role offers an exciting opportunity to work with global clients and drive the success of innovative, large-scale projects in a dynamic and fast-paced environment.
Apply here or send your resume to hr@expoplatform.com.