Client Success Consultant (CMMS)

RM3,500–5,000/month · Ara Damansara, Petaling Jaya · Full-time, in the office five days a week · 1–3 years experience

Picture this. A chiller at a hospital trips at 2am. The technician on duty opens Cerev on his phone, sees the full service history, and knows exactly what was done last time. That moment only happens because someone set the system up properly, trained the team, and made sure they kept using it.

That someone is you.

We build Cerev CMMS, maintenance software used every day by factories, government buildings, hospitals and property groups across Malaysia. As a Client Success Consultant, you will be with our clients from their first day on Cerev, and you will stay with them long after.

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, not because no one cares, but 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 actually been helped. Someone has to keep them using it properly, long after the excitement of the demo has worn off.

How we work

We are a small team in one office in Ara Damansara, Monday to Friday, 9am to 6pm. Small means you are never far from an answer. The engineer who built the feature your client is asking about sits a few desks away. You will hear sales calls, product debates and the odd argument about coffee beans, and you will pick up more in a month here than in a year somewhere bigger. Good news gets shared with the whole team. Problems get solved together, out in the open, not passed around by email.

A real look at our culture

We work by five values: composure, ownership, innovation, candor and excellence. Every company says something like this. Here is what it actually looks like.

• Composure. A client wants their whole site live in two weeks, when the data alone will take three. They push, they escalate, they are not happy. The right move is not to agree just to keep them calm, and it is not to get defensive either. It is to explain, clearly and without getting rattled, what is realistic and why, and to hold that line even when the client keeps pushing.
• 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. We rebuilt it so every client has a project, and every project has a stage, with a named owner at each stage. No more I thought someone else was handling that.
• Innovation. New joiners used to learn onboarding by shadowing someone and hoping they remembered everything. We built a proper playbook instead, with templates, scripts and checklists for every stage of a client rollout. It gets updated whenever someone finds a gap. If you find the gap, you get to fix it.
• Candor. If a client has a messy asset list, 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 here.
• Excellence. A training session is not done when the client says thank you. It is done when the client can run the system on their own, without calling us the next week.

What you would actually work on

No two weeks look the same. Here is a taste of what lands on your desk:

• The clean-up. A client sends over their asset list. Forty items called AHU-1, half the locations missing, and naming that only made sense to someone who left in 2019. You do not just tidy it up. You show them how to structure it, by building, floor and system, so it still makes sense five years from now.
• The checklist review. Every client already has their own way of doing preventive maintenance, from printed checklists to schedules on a whiteboard. You go through how they do it today, then advise how to set it up as templates in Cerev, so every job is easy to schedule, track and report on.
• 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 and adjust on the spot.
• The request behind the request. A client asks for something that does not fit how the system is built. You dig into what they are really trying to solve, and recommend an approach that works better than what they first asked for.
• The quiet drift. Three months after go-live, job logging starts to drop. You spot it in the numbers before anyone complains, work out why, and sit down with the client to get things back on track.
• Bug or wish A client reports a fault that is actually a feature request. You tell the difference, and give our technical team a clear case for why it matters to the client.

None of this comes with an instruction sheet. Clients come to you for answers, and over time, for advice they trust.

What we are hiring for

You will not be figuring things out alone. You get proper training when you join, a playbook for every stage of a client rollout, and a team that is always a few desks away.

What we look for is someone resourceful. When something new comes up, you have a go first: check the playbook, look at how a similar case was handled, and form your own view. Then bring it to the team. I checked this, tried that, and I think it might be this is the kind of conversation we enjoy having, and it is how you will grow fastest here.

We also value people who notice things early, like a client slowly drifting off track, or a small request that hints at a bigger problem.

Useful to have: experience in facilities management, building maintenance, M&E or property management. Some exposure to CMMS, EAM or similar systems. Comfortable speaking to clients directly, including frustrated ones, and comfortable being the one who has to say no sometimes.

Does not help: 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, and get them there, then keep them there.

Languages: English, Chinese, and Bahasa Melayu, spoken and written.