Client Success Consultant (CMMS)
Description
Salary: RM 3,500 – RM 5,000 per month
Client Success Consultant — Cerev CMMS
RM3,500–5,000/month · Ara Damansara, Petaling Jaya · Full-time, in the office Monday to Friday, 9am–6pm · 1–3 years’ experience
We build Cerev CMMS, software that helps factories, government buildings, hospitals and property groups keep track of their equipment and maintenance work. When a client signs up, someone from our team sets up the system and trains their staff. That person then stays with the client for as long as they use Cerev, fixing problems, answering questions, and making sure the system keeps earning its place. That person is you.
Why we exist
Most buildings and factories in Malaysia still track maintenance on paper, in Excel or over WhatsApp. Equipment breaks down earlier than it should. That is not because no one cares. It is because no one has a clean record of what needs fixing and when.
We want Cerev to be the standard way maintenance is tracked in this country. That does not end once a client is set up. A client who stops using the system after month two has not really been helped. Someone has to keep them using it properly, long after the demo is forgotten. That is this job.
How we work
We are a small team in one office. At this size, you hear things you would not hear in a bigger company. You overhear a client call and catch a problem early. A question that would take a day over email gets answered in a minute, because the person who knows sits at the next desk. Wins are shared, and problems are worked through together, out in the open.
What our values look like in practice
We work by five values. Every company has a list like this, so here is what ours look like day to day.
Composure. A client wants their whole site live in two weeks, when the data alone will take three. They push, and they escalate. The right move is not to agree just to keep them calm, and it is not to get defensive either. It is to explain calmly what is realistic and why, and to hold that line.
Ownership. We used to track every client in one flat list. If a rollout stalled, it was not clear whose job it was to notice. Now every client has a project, every project has a stage, and every stage has a named owner. No more “I thought someone else was handling that.”
Innovation. New joiners used to learn onboarding by shadowing someone and hoping they remembered everything. Now there is a playbook, with templates, scripts and checklists for every stage of a rollout. It gets updated whenever someone finds a gap, and if you find the gap, you get to fix it.
Candor. If a client’s asset list is messy, and fixing it now will slow the project down, we say so early, even when it is an awkward conversation. Telling a client what they want to hear and dealing with the mess three months later is not how we work.
Excellence. A training session is not done when the client says thank you. It is done when they can run the system on their own, without calling us the next week.
What you would actually work on
You take new clients from signed contract to confident users of Cerev, and keep them getting value long after go-live. No two weeks look the same. Here is a taste:
The kick-off. A new client signs on. You sit down with their team and turn it into a plan: what gets done, in what order, who is responsible on each side, and when each milestone lands. You own that plan through to go-live.
The set-up. A client sends over their asset list. Forty items are called “AHU-1”, half the locations are missing, and the naming only made sense to someone who left in 2019. Their preventive maintenance lives on printed checklists and a whiteboard. You do not just tidy it up. You show them how to structure their assets by building, floor and system. Then you turn their checklists into Cerev templates that are easy to schedule, track and report on.
The juggle. You are running several rollouts at once. One is waiting on data, one is in training week, one is two days from go-live, and one has just gone quiet. You know what is next for each, chase what is stuck, and update every client before they have to ask.
The training that goes off script. Half the team did not show up, or the way they actually work is nothing like what you prepared for. You read the room, adjust on the spot, and agree a follow-up plan so no one is left behind.
The request behind the request. A client asks for something that does not fit how the system works, or reports a “fault” that is really a feature request. You work out what they are actually trying to solve and recommend the best approach. Then you give our technical team a clear case for why it matters and how urgent it is.
The quiet drift. Three months after go-live, job logging starts to drop. You spot it in the numbers before anyone complains, find out why, and agree a plan with the client to get things back on track.
None of this comes with an instruction sheet. You plan it, you advise on it and you see it through. Setting up the system is the easy half.
Who we are looking for
Not someone who needs a script, and not someone who needs their hand held either.
You will get proper training when you join. After that, we will not walk you through every ticket. When a client raises something you have not seen before, check the documentation and look at how similar cases were handled. Then have a real attempt before asking someone else to solve it. Come to us with “I checked X and tried Y, and here is what I think it might be”, not “this is not working, what do I do?”
The same goes for spotting problems early. Plenty of people can follow a checklist. Fewer can catch a client drifting off track, or a request that hides a bigger issue, before it becomes a real problem.
Useful to have
Experience in facilities management, building maintenance, M&E or property management
Some exposure to CMMS, EAM or similar systems
Comfort speaking to clients directly, including frustrated ones, and being the one who sometimes has to say no
Not needed: a long list of software certificates. We will teach you Cerev in a few weeks. What matters more is whether you can sit with a client, work out what they actually need, get them there, and keep them there.
Languages: English and Bahasa Melayu, spoken and written.