Customer Success (Malaysia/Remote)

Factorem is Southeast Asia’s premier on-demand manufacturing platform, revolutionizing custom parts production for global companies, without any minimum order quantities. Our cutting-edge technology platform slashes lead times from months to days, speeding up product builds while optimizing available factory capacities in the region. Partnering with a verified network of top CNC machining, sheet metal, and 3D printing providers, we ensure quick turnarounds and help companies scale manufacturing easily and cost-effectively. Backed by SEEDS Capital, Blue InCube Ventures, and others, Factorem makes hardware less hard. Join us and be part of this innovative journey! For more information, please visit our business website.

Job Overview

As a Customer Success, you’ll be joining a team of motivated individuals revolutionizing the industry. You will be at the forefront of managing customer accounts and driving customer success for target accounts and new leads. We are looking for a self-initiated, independent individual who is genuinely invested in customer satisfaction, with a passion to understand user needs and provide an 11-star experience to all customers. This role primarily involves managing existing accounts, responding quickly to enquiries within 24 hours, and deepening customer relationships within Factorem’s digital manufacturing ecosystem. The ideal candidate will be a blend of sales and engineering, with enough technical experience and expertise to drive customer success for engineering services. You will also have opportunities to deeply engage with internal and external stakeholders in mobilizing change and drive commercial success in a fast-paced startup environment. If delivering an exceptional and positive experience for customers is your superpower, then we want you on the team.

Job Responsibilities

• Respond quickly to enquiries and leads to ensure a seamless customer experience
• As Factorem’s brand ambassador and main point of contact for all customers, manage and nurture existing customer accounts to maximize satisfaction, retention, and long-term success
• Exceed customer success metrics by driving account health, satisfaction, and retention for existing customers
• Respond promptly to lead enquiries and new signups through Platform
• Support the customer in all technical enquiries and platform operations
• Collaborate with internal operations teams to resolve customer requirements and enquiries promptly
• Ensure timely inputs of data that helps support internal decision making
• Represent the voice of the customer in developing new solutions or optimizing the workflow alongside the Product teams.

Job Requirements

• Diploma or higher education
• 1-2 years of experience in account management/customer success/customer service, ideally in a startup environment
• >2 years in custom fabrication/precision engineering
• Customer centric: you are genuinely invested in customer satisfaction and take pride in making Factorem clients successful
• Technical understanding: with your experience in the sector, you understand customer intent, and the engineering required to fulfill it, thus identifying problems and work with the team to solve them
• Can-do attitude problem solver: you have the aptitude and attitude to solve complex problems and execute. You see a problem, arrive at a solution quickly, and know what it takes to get things done.
• Language: Fluent in written and spoken English; Bonus if you have the ability to converse in Mandarin
• Proficient in Google Suite / MS Office and with computers in general
• Independent, responsible and takes ownership of work
• Ability to work in a fast-paced environment while staying highly organized and managing time efficiently
• Strong interpersonal, accountability and team-player skills