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About the Role
This role sits within Sitecore's CVR Services Solutions Hub (Kuala Lumpur), a centralized team supporting our global Customer Value Realization organization. As part of this team, you will lead the core digital delivery tier for Sitecore360, our premier success package, engaging and supporting customers at scale through digital-first channels. This is a delivery role with no synchronous customer engagement, focused on powering the digital adoption motion across a cohort of accounts. Unlike other Hub roles, the repeatable unit of work is the playbook action rather than the document. Documents are produced, but they are outputs of a playbook, not the work itself. The role reads cohort signals, decides which approved playbook applies, executes it and records the outcome. It works the pattern across a segment of the book rather than a relationship per account, using capability plans and approved playbooks. It enables regional teams to focus on strategic, client-facing engagement. Work is signal and intake-driven and executed within defined scope and SLA expectations. The role operates on Kuala Lumpur working hours. Customer contact is asynchronous, so response SLAs are measured in KL business days rather than customer-local time. Success is measured by cohort adoption and health movement, playbook coverage and SLA adherence, not by hours delivered.
What You’ll Do
Run the weekly exception sweep across your segment of the Sitecore360 digital book, identify accounts that have fallen out of pattern on adoption, health, milestones or hours consumption, and trigger the corresponding playbook actions
Maintain the customer capability plan and playbook status, updating based on actions taken and next steps
Work the book in depth on a monthly rotation so every account receives a substantive review each quarter, producing an updated capability plan and next-best actions
Triage incoming requests against each customer's capability plan, not as standalone tickets, prioritizing against SLA commitments and flagging missing inputs early
Handle Advisory intake for the digital segment (advisory guidance, implementation guidance, release readiness), write scoping briefs a Consultant can pick up and execute without a follow-up call, and land the output back in the customer's plan
Prepare the quarterly account pack per customer: adoption health, hours used, milestones reached and next-best actions, based on approved templates
Flag accounts approaching renewal that are off-plan
What You Need to Succeed
3 to 6 years in Customer Success, Professional Services, delivery or consulting roles within a SaaS or enterprise software environment, with direct exposure to onboarding, adoption and renewal-readiness stages
Comfortable navigating modern CMS/DXP architectures including headless and API-driven content delivery. You will not write code, but you can read a customer's content model, integrations and configuration well enough to write a brief a Consultant can act on
Pattern recognition across a portfolio: ability to look at health, usage and milestone data for a cohort and identify which accounts need action and why, and which do not
Business analysis fundamentals: current-state vs desired-state, converting observations into a plan with owners and sequencing
Clean, structured, customer-ready written English, since most customer contact is asynchronous
Experience with PSA, CS or project tooling such as Certinia, Jira, Confluence, Salesforce or equivalent
Additional Skills That Could Set You Apart
Direct experience with Sitecore products (SitecoreAI / XM Cloud, XM/XP, Content Hub, Personalize, Search) or comparable martech, or familiarity with the broader Sitecore ecosystem
Exposure to structured delivery playbooks, standardized review processes or operational support models used in scaled services hubs
Experience in a scaled, pooled or tech-touch Customer Success motion
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