• Cantonese Speaking Customer Success Manager - Future Data Center

    Job Locations MY-Kuala Lumpur | CN-Shanghai
    Posted Date 1 week ago(10/8/2018 6:27 AM)
    # of Openings
  • Overview

    The Customer Success Manager is responsible for ensuring customer success from presales through post sales and transition to managed support. You will work closely with the Sales and Delivery Team to identify customer use cases, delivering a customer centric solution enabling subsequent adoption.

    During the pre-sales phase, you will use your extensive architecture experience to position the right solution for the customer, identifying any pitfalls in adoption. During the project delivery phase, you will be the executive stakeholder for the project working alongside the delivery team. Your success is to build relationships within and external to the customer’s project team to understand the priorities across the customers business.

    You will maintain close contact with the customer after successful project completion focused on the ongoing adoption of the solution, providing training on the solution deployed as well as on the new features (such as an enhancement to Azure). You will be responsible for transitioning the assigned Service Delivery Lead.




    Job Specific

    Core Accountabilities

    ·         Maintains operational direction, ensuring quality of service delivery, and maintaining customer satisfaction.

    ·         Enable business objectives by focusing on delivery execution and that best practices are followed

    ·         Required to collaborate and share best practices to provide services of the highest quality

    ·         Provides input and executes on the service business plan

    ·         Identify cross-sell and upsell opportunities

    ·         Customer conversion to Managed Service

    ·         Customer satisfaction (measured by NPS)

    ·         Be a thought leader with a high level of skill and experience in building solutions in Microsoft Cloud Technologies.

    ·         Provide technical and systems management advisory services. Ensure skills transfer and customer readiness through the in-person and remote delivery of workshops, training events, and so forth.

    ·         The development and maintenance of a working knowledge of current and future Microsoft Azure products and technologies.

    ·         Drive and accelerate spend adoption through advising customers on best practices for using SoftwareONE or Microsoft solutions.

    ·         Relay market needs and requirements back to the SoftwareONE Global Service teams

    ·         Mentor team members and assist them with their professional development

    ·         Provide thought leadership in highly complex projects/programs throughout the pre-sales and initial planning process






    Job Specific

    Skills Requirement

    • Confident individual that’s highly motivated and results oriented
    • Experience in Service Delivery Management
    • Demonstrated technical expertise by achieving industry certification
    • Ability to converse with senior customer stakeholders
    • Desire to work in fast-paced, challenging environment
    • Program management or services experience deploying technology solutions
    • Excellent communications skills with the ability to manage challenging conversations in a professional manner
    • Listening to customers, probing for business process pains and opportunities, in an effort to meet or exceed their expectations.
    • Methodical Approach
    • Good presentation skills
    • Being able to work effectively with anyone with different skillsets
    • Backgound in technology services
    • Perfomed work within the relevant technology realm in a delivery capacity
    • Understand the implication of change though the implementation of  technology to the business
    • Strong structural work methods,  multitasking and time management skills
    • Solid problem solving and assertive consultative skills
    • Strong in project management and project leadership
    • Skills in business process analysis
    • MCSE: Cloud Platform and Infrastructure



    Technical Skills


    • MCSE: Cloud Platform and Infrastructure


    Relevant Experience

    ·         Active listener and effective communicator

    ·         Ability to prioritize and demonstrate relentless discipline in achieving goals

    ·         Pre-sales technical experience

    ·         Proven ability to influence others and lead customer engagements

    ·         Strong ownership, bias for action and willingness to role-up your sleeves

    ·         Expert use of MS Office Suite, and Microsoft CRM


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