Associate Customer Delivery Success Manager

SoftwareOne; Kampung Malaysia Tambahan; Sur place; MYR 60 000 - 90 000; Plein temps

Résumé du poste

SoftwareOne is seeking an Associate Customer Success Manager to oversee end-to-end operational delivery across the customer journey, from quote to collect, and to collaborate with account managers on account health and growth. The role acts as the primary contact for customers and internal teams, ensuring a smooth delivery and superior customer experience.

The successful candidate will coordinate with Licensing Specialists, support the sales and services cycle, assist with onboarding publishers,

Qualifications

• Bachelor degree or equivalent experience required.
• Strong communication and presentation skills.
• Ability to manage multiple tasks and priorities with attention to detail.
• Proven ability to build and maintain relationships with customers and internal teams.
• Fluency in English with knowledge of local language is essential.

Responsabilités

• Oversee end-to-end delivery across the customer journey (quote to cash).
• Collaborate with Account Managers on account health and growth.
• Act as single point of contact for customer and account manager.
• Coordinate with Licensing Specialists during sales and licensing processes.
• Work with back office through quotation, order and billing processes.
• Support onboarding of new publishers and deal registrations locally.
• Identify up-sell/cross-sell and renewal opportunities.
• Assist in achieving customer satisfaction throughout the contract duration.
• Enable customer self-service where possible.
• Focus on resolution times and outcomes over tasks.

Connaissances

Fluent English

Local language

Relationship building

Presentation

Time management

Problem solving

Communication

Formation

Bachelor Degree or equivalent experience

Description du poste

We are seeking a Associate Customer Success Manager to join our team. This role will involve overseeing and coordinating end-to-end operational delivery across their customer delivery journey (quote to collect), collaborating with account managers on overall account health and growth within established guidelines. The Customer Success Manager will play a key role in the customer experience by acting as a single point of contact for the customer.

• Oversees and coordinates end-to-end delivery across their customer delivery journey (quote to collect) in alignment with the Delivery team.
• Supports the Account Managers in Sales by collaborating with them on the overall account health and growth
• Acts as the single point of contact for account manager and customer, supporting their day-by-day delivery and overseeing customer experience
• Coordinates with the relevant Licensing Specialists to provide licence knowledge and support during the sales process.
• Works in conjunction with the back office during the quotation, order and billing process.
• Responsible for brand new publisher and deal registration inclusive of local programme management and setup.
• Supports Sales and Services in identifying up-sell / cross-sell and renewal opportunities.
• Supports the customer satisfaction in conjunction with the account manager over the total contract duration by understanding their business needs, managing customer expectations and helping Sales succeed.
• Enables customers to self-serve where applicable.
• Focuses on resolution times and output instead of tasks performed for the customer.

Role Overview

We are seeking a Associate Customer Success Manager to join our team. This role will involve overseeing and coordinating end-to-end operational delivery across their customer delivery journey (quote to collect), collaborating with account managers on overall account health and growth within established guidelines. The Customer Success Manager will play a key role in the customer experience by acting as a single point of contact for the customer.

Roles & Responsibilities

• Oversees and coordinates end-to-end delivery across their customer delivery journey (quote to collect) in alignment with the Delivery team.
• Supports the Account Managers in Sales by collaborating with them on the overall account health and growth
• Acts as the single point of contact for account manager and customer, supporting their day-by-day delivery and overseeing customer experience
• Coordinates with the relevant Licensing Specialists to provide licence knowledge and support during the sales process.
• Works in conjunction with the back office during the quotation, order and billing process.
• Responsible for brand new publisher and deal registration inclusive of local programme management and setup.
• Supports Sales and Services in identifying up-sell / cross-sell and renewal opportunities.
• Supports the customer satisfaction in conjunction with the account manager over the total contract duration by understanding their business needs, managing customer expectations and helping Sales succeed.
• Enables customers to self-serve where applicable.
• Focuses on resolution times and output instead of tasks performed for the customer.

Job Requirements

• Bachelor Degree or equivalent experience
• 0 to 1 years in a Customer Success, Sales Operations, Inside Sales or similar role
• Understands the processes of quote and order management, onboarding a client and after sales.
• Exposure in Working in a Matrix Organization
• Exposure working with customers
• Experience building and maintaining relationships
• Good presentation, communication, organization, multitasking, project and time management skills.
• Problem solving and consultative skills required.
• Fluent English, combined with fluent local language

Company description

SoftwareOne is a global provider of software and cloud solutions. With a presence in over 70 countries and more than 12,000 professionals, we help organizations optimize software investments, modernize applications, and unlock the value of cloud, data, and AI.
Our people are at the core of everything we do. We enable collaboration across borders, continuous learning, and opportunities to grow in a fast-evolving technology landscape. Whether your focus is on technology, customer success, or business operations, your ideas matter, and your contributions make a difference. Join a global team where you can build your skills, work with leading technologies, and make a real impact for our customers.