Technical Customer Success

• Run the weekly exception sweep across a segment of the Sitecore360 digital book
• Identify accounts that have fallen out of pattern on adoption, health, milestones or hours consumption
• Trigger corresponding playbook actions
• Maintain customer capability plans and playbook status
• Review every account substantively each quarter on a monthly rotation
• Produce updated capability plans and next-best actions
• Triage incoming requests against each customer's capability plan and SLA commitments
• Handle Advisory intake for the digital segment, including advisory guidance, implementation guidance and release readiness
• Write scoping briefs for Consultants and land outputs back in customer plans
• Prepare quarterly account packs covering adoption health, hours used, milestones reached and next-best actions
• Flag accounts approaching renewal that are off-plan
• Execute work within defined scope and SLA expectations during Kuala Lumpur working hours

Explore Customer Success Engineer at Sitecore. Review requirements and application details.