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Customer Success Executive
Full-time
About 8NABLER
8NABLER is an enterprise conversational AI company specializing in intelligent Voice AI and Chat AI solutions for customer service, sales, and business operations. Our proprietary platform,
Panacea
, enables enterprises to deploy, configure, and manage AI-powered customer interactions across voice calls, WhatsApp, web chat, and other communication channels. We work with enterprises, financial institutions, telecommunications providers, and government organizations to automate customer interactions while maintaining reliability, security, and operational control.
Role Overview
We are looking for a hands-on
Customer Success Executive
to take ownership of customer AI agent deployments, from initial requirements gathering through configuration, implementation, go-live, and ongoing customer support.
You will be the primary coordination point between our customers and internal technical teams, ensuring that each AI agent is configured correctly, delivered on schedule, and meets customer expectations.
This role combines business analysis, project management, technical configuration, and customer success.
You will not be expected to develop machine learning models or write production software. However, you must be technically comfortable working with AI platforms, APIs, telephony systems, and troubleshooting basic integration issues.
Key Responsibilities1. Client Requirements Gathering & Solution Design
Conduct discovery meetings with customers to understand their business processes, customer support workflows, and AI automation objectives.
Gather and document detailed requirements for Voice AI and Chat AI implementations.
Define conversation flows, supported languages, escalation rules, knowledge bases, integrations, and expected AI agent behavior.
Translate business requirements into clear functional specifications and implementation tasks for internal engineering teams.
Identify technical dependencies, limitations, and potential delivery risks early.
Establish measurable acceptance criteria and obtain customer sign-off on the agreed project scope.
End-to-End Project Management
Own the implementation lifecycle from project kickoff to successful production deployment.
Develop project plans, delivery schedules, milestones, and resource requirements.
Coordinate activities across internal teams and external vendors, including:
DevOps: Server provisioning, infrastructure, deployment, monitoring, and production readiness.
Machine Learning: Speech recognition and text-to-speech fine-tuning, model evaluation, and language-specific requirements.
Software Engineering: API integrations, custom features, troubleshooting, and bug fixes.
Finance: Billing activation, subscription setup, usage reconciliation, and invoicing coordination.
SIP/Telephony Providers: Phone number provisioning, SIP trunk configuration, call routing, and connectivity testing.
WhatsApp Providers: WhatsApp Business onboarding, account setup, template approval, and messaging integration.
Monitor project progress, identify blockers, and proactively escalate delays or risks.
Conduct internal project reviews and provide regular progress updates to customers.
Manage scope changes and ensure timely delivery against agreed specifications.
Panacea Platform Configuration
Independently configure AI agents through the Panacea administration interface based on customer requirements.
Set up conversational instructions, agent personas, knowledge bases, FAQs, and response behavior.
Configure workflows, conversation routing, fallback mechanisms, and escalation to human agents.
Set up supported communication channels, including voice and WhatsApp, using available platform features.
Configure user accounts, permissions, and customer-specific settings.
Test AI agent behavior and identify configuration-related issues.
Coordinate fixes with the engineering team when requirements exceed the platform's existing capabilities.
Maintain accurate documentation of customer-specific configurations and changes.
Testing, Quality Assurance & Go-Live
Prepare test scenarios and acceptance criteria based on agreed customer requirements.
Conduct functional testing of AI conversations, workflows, integrations, and escalation procedures.
Test multilingual interactions, voice recognition accuracy, and response quality where applicable.
Coordinate User Acceptance Testing (UAT) with customers.
Track issues, coordinate resolutions, and verify fixes before production deployment.
Prepare go-live checklists and coordinate launch readiness with internal stakeholders.
Ensure successful handover from implementation to ongoing operational support.
Customer Onboarding & Ongoing Support
Serve as the primary customer contact during onboarding and the initial post-launch period.
Conduct platform demonstrations, administrator training, and onboarding sessions.
Guide customers in managing their AI agents through Panacea.
Provide first-level technical and functional support, including troubleshooting configuration, conversation flows, and common platform issues.
Investigate customer-reported problems and coordinate escalation to the appropriate engineering teams.
Monitor deployment performance and customer feedback.
Recommend configuration improvements to enhance AI agent performance and customer satisfaction.
Support customer adoption, retention, and identification of opportunities for additional AI use cases.
RequirementsEssential Qualifications
Diploma or bachelor's degree in Information Technology, Computer Science, Information Systems, Business Information Technology, or a related discipline.
1-3 years of experience in technical implementation, SaaS onboarding, IT project coordination, business analysis, or customer success.
Experience gathering customer requirements and translating them into technical or functional specifications.
Experience managing implementation schedules, coordinating technical teams, and communicating with customers.
Comfortable configuring SaaS platforms, administrative dashboards, workflows, and business applications.
Basic understanding of APIs, webhooks, JSON, and third-party system integrations.
Strong analytical, troubleshooting, and problem-solving abilities.
Excellent written and verbal communication skills in English and Bahasa Malaysia.
Ability to manage multiple customer projects independently and prioritize competing requirements.
Preferred Qualifications
Experience implementing chatbots, conversational AI, contact center software, CRM systems, or customer service automation platforms.
Familiarity with large language models (LLMs), speech-to-text (STT), text-to-speech (TTS), and AI agent workflows.
Basic understanding of SIP, VoIP, telephony systems, and WhatsApp Business API.
Experience with tools such as Jira, Trello, ClickUp, Postman, or similar.
Familiarity with Linux, cloud hosting, and basic technical troubleshooting.
Experience supporting enterprise customers or regulated industries.
Mandarin or other regional language proficiency is an advantage.
Ideal Candidate Profile
We are looking for someone who is:
Hands-on: Willing to configure and test the platform personally rather than simply delegating tasks.
Organized: Capable of tracking multiple deliverables, stakeholders, and deadlines.
Technically curious: Comfortable learning about conversational AI, voice infrastructure, and integrations.
Customer-oriented: Able to translate customer expectations into practical technical requirements.
Accountable: Takes ownership of the entire implementation instead of passing responsibility between departments.
Resourceful: Able to resolve simple configuration issues independently and involve engineers only when necessary.
Why Join 8NABLER?
Work directly with enterprise customers on practical AI deployments.
Gain exposure to emerging technologies in Voice AI, Chat AI, speech recognition, and LLMs.
Take ownership of customer implementations from discovery through production.
Collaborate closely with machine learning engineers, DevOps specialists, and software developers.
Help shape the implementation practices and customer success processes of a growing enterprise AI company.
