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Sitecore is seeking a Digital Customer Engineer to join its CVR Services Solutions Hub in Kuala Lumpur. This role is part of the global Customer Value Realization organization and focuses on digital-first delivery for Sitecore360, Sitecore's premier success package.
You will lead the core digital delivery tier, supporting customers at scale through asynchronous, digital-first channels rather than synchronous engagement. The work is signal and intake-driven, executed within defined scope and SLA expectations. Success is measured by cohort adoption and health movement, playbook coverage, and SLA adherence.
Key Responsibilities:
- Run weekly exception sweeps across your segment of the Sitecore360 digital book, identifying accounts that have fallen out of pattern on adoption, health, milestones, or hours consumption, and trigger corresponding playbook actions
- Maintain customer capability plans and playbook status, updating based on actions taken and next steps
- Work the book in depth on a monthly rotation so every account receives substantive review each quarter, producing updated capability plans and next-best actions
- Triage incoming requests against each customer's capability plan, 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 for Consultants to execute, and land outputs back in the customer's plan
- Prepare quarterly account packs per customer: adoption health, hours used, milestones reached, and next-best actions based on approved templates
- Flag accounts approaching renewal that are off-plan
The role operates on Kuala Lumpur working hours with asynchronous customer contact, so response SLAs are measured in KL business days rather than customer-local time.
Requirements:
- 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; ability to read a customer's content model, integrations, and configuration well enough to write a brief a Consultant can act on (no coding required)
- 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
- Business analysis fundamentals: current-state vs. desired-state thinking, 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
