Client Success Project Management

Locations: Kuala Lumpur, Malaysia or Jakarta, Indonesia

About Us

Rezonate builds enterprise AI agents and intelligent workflows that transform how organizations operate. We help healthcare providers, insurers, enterprises, and public sector organizations automate complex processes using the latest advances in generative AI.

From AI-powered patient engagement and Voice AI to workflow automation and enterprise integrations, we deliver production-ready AI solutions that create measurable business impact.

Our team works across Southeast Asia and beyond, partnering with forward-thinking organizations to bring AI into everyday operations.

The Role

As a Client Solutions Project Manager, you'll coordinate the successful delivery of AI solutions for enterprise customers. Working closely with clients, Product, Engineering, and AI Delivery teams, you'll ensure projects stay on track from implementation through production, managing timelines, testing, change requests, support, and ongoing enhancements.

You'll be the central point of coordination across multiple workstreams, ensuring customer requests are prioritized, communicated, and delivered efficiently.

The Work

Role Overview

This role owns a mixed portfolio of client accounts, combining account management with hands-on delivery and Voice AI support. Day-to-day responsibilities include:

• Managing accounts end to end (contract renewals, SOW addendums, and invoicing coordination with Finance).
• Running UAT sign-off and change request coordination for client-driven enhancements.
• Pulling analytics and reporting for clients, e.g. click-rate extraction, KPI dashboards for Voice AI performance, and ad hoc data requests.
• Supporting Voice AI deployments through monitoring, optimisation, and stabilisation phases, and onboarding third-party/managed services support where needed

Ticket & Issue Resolution

A large part of this role is owning client support tickets end to end, from intake through to production fix. This includes:

• Logging and triaging incoming client issues (tagged with a CS ticket number in the ticketing system) across live chat, chatbot widgets, CRM integrations, and analytics/reporting, and setting priority based on client and business impact.
• Reproducing and diagnosing issues where possible before handing off, e.g. widget/content-style mismatches, FAQ conflict-check failures, live chat sessions auto-assigning incorrectly, CRM cases not being created, and analytics reports showing missing or incorrect data.
• Working tickets through the full delivery pipeline (backlog, in progress, on UAT, QA & release, code review & merge, production) alongside engineering, and chasing status so nothing stalls.
• Escalating platform-level issues to third-party vendors when needed, e.g. raising WhatsApp/Meta-side messaging issues directly to Meta and tracking their response.
• Tracking and following up on security and vulnerability remediation tickets (e.g. CVE fixes, outdated dependency upgrades, Twistlock/Prisma Cloud findings) to make sure they get scheduled and closed, not just logged.
• Running client-side UAT and sign-off once a fix or enhancement is ready, and communicating resolution back to the client.
• Keeping a running account of open vs. resolved tickets per client so nothing falls through the cracks across a large concurrent ticket load

Requirements

• A few years in a client-facing customer success or project management role, ideally in SaaS or enterprise software delivery.
• Comfortable triaging and prioritising a high volume of concurrent tickets and small requests across multiple accounts.
• Experience with contract, SOW, and renewal administration, including coordinating with Finance on invoicing and billing timelines.
• Detail-oriented enough to run UAT and sign-off processes without things slipping through the cracks.
• Comfortable working with reporting/analytics tools to pull and interpret data for client-facing conversations.
• Able to work directly with engineering to scope and follow up on bugs and technical issues without needing to code.
• 3+ years of experience in project management, implementation, client delivery, or technical account coordination.

Nice to Have Subject Matter Expertise

• Experience supporting chatbot or live chat platforms, including CRM integration troubleshooting and bug triage.
• Exposure to Voice AI projects (monitoring, optimisation, KPI reporting) is a strong plus.
• Familiarity with coordinating security or vulnerability remediation follow-ups with technical teams (e.g. CVE tracking) is a plus.
• Familiarity with Jira or similar ticketing/project tools is a plus

Why Join Us

• Work with leading global organizations at the cutting edge of AI.
• Ship solutions that go live fast and deliver measurable business impact.
• Collaborate with a team of passionate AI innovators across Singapore, US, and Australia.
• Flexible work arrangements and competitive compensation.
• Be part of redefining how healthcare and enterprises around the world engage people-making experiences more efficient and empathetic.

Join us in shaping the future of applied AI.