Customer Success Manager
Kowloon, Hong Kong

The role

As a Customer Success Manager, you will provide 24x7 support to customer stakeholders across, CxO, Operations and Business Units.

You will have excellent skills at developing relationships which will allow you to understand the objectives of the customer organization to align the appropriate SoftwareONE Solution and Services.

  • You will conduct business reviews with your customer stakeholders providing insight on; SoftwareONE Service usage, Microsoft / AWS Service usage and opportunities for spend optimization, new features or capabilities released within the technologies supported which could enable a goal within the customer business
  • You will provide escalation management for Critical and Major customer Incidents and Service Requests keeping your customer up-to-date on resolution progress
  • You will complete Root Cause Analysis of Critical and Major Incidents raised by customer to optimize experience for customer, SoftwareONE or partners.
  • You will provide technical and systems management advisory services. Providing skills transfer and customer readiness through the remote delivery of workshops, training events, and so forth.
  • You will equip yourself and maintain up to date working knowledge of the technologies supported by SoftwareONE Cloud Support.
  • You will be responsible for Drive and accelerate spend adoption through advising customers on best practices for using SoftwareONE or Microsoft / AWS solutions.
  • Exposure to Managed Infrastructure support with hand on knowledge of SolarWinds, Patching, AV management, is desirable
  • You will relay market needs and requirements back to internal SoftwareONE Global Service teams for future Service and Solution development
  • You will mentor team members and assist them with their professional development
  • You will understand the information available from other SoftwareONE Service teams to provide input to Account Business Plans to position SoftwareONE Services and Solutions
  • You will provide thought leadership in highly complex projects / programs throughout the pre-sales and initial planning process
  • You will possess a detailed understanding of the end-to-end onboarding process for Cloud Support customers
  • You will be considered an expert on PyraCloud, the SoftwareONE Cloud management platform

    What we need to see from you

  • B.E / B,TECH / P.G / Any Grauduate
  • Relevant experience of 3+ years in a service delivery / customer management role.
  • Experience in Managed Infrastructure delivery or Back up Delivery and implementation.
  • Confident individual that’s highly motivated and results oriented
  • Experience in Service Delivery Management
  • Ability to converse with senior customer stakeholders
  • Desire to work in fast-paced, challenging environment
  • 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
  • You have a passion for technology and see cloud technologies as a challenge
  • Active listener and effective communicator
  • Ability to prioritize and demonstrate relentless discipline in achieving goals
  • Proven ability to influence others and lead customer engagements
  • Strong ownership, bias for action and willingness to role-up your sleeves
  • Detailed understanding of organizational structure, delivery requirements and services provided within practice domain of expertise
  • Expert use of MS Office Suite and Microsoft DynamicsCRM
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