Customer Success Manager

2 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia Sangfor Technologies Malaysia Full time 900,000 - 1,200,000 per year

The Customer Success Manager is the primary point of contact for customers, ensuring their satisfaction with the Athena MDR service. The role requires building strong relationships with customers, understanding their unique needs, and providing exceptional support to drive customer satisfaction and retention.

Responsibilities:

  • Customer Relationship Management: Develop and maintain strong relationships with customers, acting as a trusted advisor and advocate for their needs during Athena MDR service delivery.
  • On-boarding and Implementation: Guide customers through the on-boarding process, ensuring a seamless implementation and integration of our MDR services into their existing environment.
  • Service Delivery Management: Monitor and track the delivery of MDR services to ensure adherence to Service Level Agreements (SLAs) and customer expectations.
  • Issue Resolution: Proactively address and resolve any customer concerns or issues promptly to ensure a positive customer experience.
  • Renewals and Up-selling: Identify opportunities for contract renewals and up-selling of additional MDR services based on customer needs and requirements.
  • Customer Feedback and Insights: Gather feedback from customers, analyze their requirements, and provide valuable insights to internal teams for continuous improvement of Athena MDR.
  • Cross-functional Collaboration: Work closely with sales, operations, and technical teams to ensure a seamless customer experience throughout the customer lifecycle.
  • Customer Success Planning: Develop and execute strategic customer success plans to maximize customer satisfaction and retention.
  • Customer Training and Education: Provide customers with training and educational resources to enhance their understanding of our MDR services and cybersecurity best practices.

Requirements:

  • Bachelor's degree in a relevant field or equivalent practical experience.
  • Because the role is for the Thailand region, you should be able to communicate with the customers in APAC and in the English language, verbally as well as in writing.
  • Proven experience in customer success, account management, or similar roles in the cybersecurity industry, particularly in MDR or SOC environments.
  • Strong understanding of cybersecurity concepts and technologies, especially in threat detection and incident response.
  • Excellent communication and interpersonal skills, with the ability to build rapport and collaborate effectively with customers and internal teams.
  • Demonstrated ability to understand customer needs, address concerns, and provide solutions to achieve customer success.
  • Detail-oriented with strong organizational and project management skills.
  • Proactive and customer-focused mindset, with a commitment to delivering exceptional service.
  • Ability to work in a fast-paced and dynamic environment, managing multiple customer accounts simultaneously.
  • Preferred Qualifications: Certification(s) in cybersecurity or related fields (e.g., CompTIA Security+, CISSP, etc.).

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