Senior Customer Experience Manager (Data Center / Up to RM24K / Sedenak)

Salary: RM 16,000 – RM 24,000 per month

• Serve as the primary contact for hyperscale and enterprise customers, building long-term strategic relationships.

• Manage senior customer stakeholders and drive customer satisfaction, retention, and account growth.

• Coordinate with Operations, Engineering, Facilities, Security, and Project Management teams to ensure seamless service delivery.

• Lead customer onboarding, operational handovers, service reviews, and executive business reviews.

• Own major customer escalations, critical incidents, root cause analysis (RCA), and service recovery.

• Monitor SLA performance, operational KPIs, and service quality, driving continuous improvement.

• Prepare and present customer reports, performance dashboards, and improvement plans.

• Lead customer communications during maintenance, incidents, and operational changes.

• Oversee customer audits, site visits, compliance reviews, and business continuity exercises.

• Identify opportunities for service improvement, customer retention, and account expansion.

• Develop customer engagement standards and lead the team in delivering excellent customer experience.

Requirements

• Bachelor's Degree in Business, Engineering, Information Technology, or a related field.

• Minimum 8–10 years of relevant experience in Customer Experience, Customer Success, Account Management, or Service Delivery.

• Experience managing hyperscale, enterprise, or multinational customers in data centres, colocation, cloud infrastructure, telecommunications, or other mission-critical environments.

• Proven ability to manage senior stakeholders, strategic customer relationships, and major escalations.

• Strong understanding of SLAs, data centre operations, incident management, and service improvement.

• Proven leadership experience in managing teams or cross-functional initiatives.

• Strong commercial awareness in customer retention and account growth.

• Excellent communication, presentation, negotiation, analytical, and problem-solving skills.

• Proficient in Microsoft Office, particularly Excel and PowerPoint.

• Able to thrive in a fast-paced environment and manage multiple priorities..

We are sorry that only shortlisted candidates will be notified.