Customer Success Manager

4 weeks ago

Kuala Lumpur Metropolitan Area, Malaysia Protos Labs Full time

Protos Labs is a Singapore-based cyber insurtech company founded by ex-Booz Allen cyber leaders in 2021. We enable insurers and enterprises to make better risk decisions that result in increased profitability, enhanced efficiency, and lowered risk undertaking. Some of our key partners include Lloyds of London, Cybersecurity Agency of Singapore, etc.

Strongly backed by leading investors in APAC, we are on a high-growth journey to revolutionize cyber risk management and are looking for dynamic talent to join us in this journey.

The Role

You will be responsible for :

  • Lead the onboarding process for new customers, ensuring a smooth and efficient implementation of our product
  • Engaging effectively with C-level executives, decision makers across Risk and Security Operations, and/or CISO, CIO, CTO, etc.
  • Demonstrating the ability to swiftly grasp intricate details of our cybersecurity product to provide insightful support and guidance.
  • Foster strong relationships with key stakeholders within our enterprise customer accounts, and ensure product adoption and usage.
  • Manage the renewal process, ensuring the discovery of upsell and cross-sell opportunities, while collaborating with the sales team to develop strategies for renewals and expansions.
  • Possessing the capability to manage multiple accounts simultaneously while ensuring the highest level of customer satisfaction.
  • Displaying proficiency in handling and resolving customer escalations promptly and effectively, maintaining positive relationships.

Ideal Profile

  • You have a Bachelor's degree in Business Administration or a related field.
  • You have at least 5 years of experience in client-facing roles including Customer Success/Account Management/Consulting, within Enterprise software or SaaS companies.
  • You possess a proven track record of successfully driving upselling and cross-selling initiatives for enterprise software and SaaS solutions.
  • You possess the ability to manage and prioritize multiple accounts effectively, ensuring a high level of customer satisfaction.
  • In-depth knowledge of Cybersecurity products would be advantageous.
  • Demonstrated ability to quickly acquire expertise in new technologies.
  • You have exceptional communication and presentation skills, with the ability to articulate complex technical concepts to both technical and non-technical audiences.
  • You are experienced in handling customer escalations with a focus on prompt resolution and client relationship management.
  • You have strong problem-solving skills, with a keen eye for identifying and addressing customer needs

What's on Offer?

  • Exciting opportunity to drive the business efforts of strongly backed SaaS startup in the Cybersecurity industry
  • Excellent scope for career growth & development while working in a regional team

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