Adoptions Change Management Manager

Innovations & Service Delivery; Kuala Lumpur; On-site; MYR 200,000 - 250,000; Full time

Job summary

A technology services company in Kuala Lumpur seeks an experienced professional to lead Customer Success initiatives. You will engage with high potential customers, ensuring they maximize their use of Microsoft 365. The role demands a Bachelor’s in IT and a minimum of 8 years' experience in account management, along with strong interpersonal and problem-solving skills. This position involves conducting workshops, leading cross-functional teams, and analyzing customer data to enhance their experience and engagement.

Qualifications

• Minimum 8 years of experience in Customer Success or Account management.
• Proven track record in leading a high functional team.

Responsibilities

• Be the primary point of contact for assigned high potential customers.
• Lead a functional team to implement ACM strategies.
• Present solution sales play to customers.
• Identify areas for improving customer experience.
• Conduct ACM workshops and training sessions.
• Work closely with sales and marketing teams.
• Collaborate with cross-functional teams.
• Assist with onboarding new customers.
• Conduct regular check-ins with customers.
• Analyse customer usage data in Microsoft 365.
• Continuously assess the effectiveness of strategies.

Skills

Strong communication and interpersonal skills

Excellent problem solving skills

Proficient in data analysis

Education

Bachelor Degree in IT, Computer Sciences, or Software Engineering

Job description

Responsibilities

• Be the primary point of contact for assigned high potential customers, building strong relationships and understanding their business needs to increase consumption usage in Microsoft 365.
• Lead a functional team to implement ACM strategies, program and activities for customers.
• Present solution sales play (e.g., Microsoft 365, Security) to customers.
• Identify and prioritize areas for improving customer experience and satisfaction, implementing effective solutions.
• Conduct ACM workshop, training or technology update session, and drive awareness and communication for the changes in customer environment.
• Work closely with sales and marketing teams to identify upsell and cross-sell opportunities with existing customers, maintaining compliance with company policies.
• Collaborate with cross‑functional teams (Business Development, Tech Pre‑sales, Finance, Project, etc.) to meet customer needs efficiently.
• Assist with onboarding new customers, ensuring their success from the start.
• Conduct regular check‑ins with customers to monitor progress and proactively address any issues.
• Analyse customer usage data in Microsoft 365 to identify trends and improvement opportunities.
• Continuously assess the effectiveness of the adoption and change management strategies and make refinements as necessary to optimise outcomes.

Job Requirements

• Bachelor Degree in IT, Computer Sciences, or Software Engineering preferred.
• Minimum 8 years of experience in Customer Success or Account management.
• Strong communication and interpersonal skills for building and maintaining relations with both internal and external customers.
• Excellent problem solving skills to implement solutions for customer challenges.
• Proficient in data analysis to identify trends and improvement opportunities.
• Proven track record in leading a high functional team.