Associate Customer Success Manager

SoftwareOne; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

SoftwareOne in Kuala Lumpur seeks an experienced Customer Success Manager to oversee end-to-end delivery across the customer journey, collaborating with account managers to drive account health and growth. You will act as the single point of contact for customers, coordinating with licensing specialists and back-office teams throughout quote-to-cash processes.

The role involves identifying renewal opportunities, supporting sales with up-sell/cross-sell, and ensuring high customer satisfaction

Qualifications

• Bachelor degree or equivalent experience.
• 0–2+ years in Customer Success, Sales Operations, Inside Sales or similar role.
• Fluent English plus local language; strong communication and presentation skills.
• Experience in a matrix organization; customer-facing relationship management.

Responsibilities

• Oversee end-to-end delivery across the customer journey (quote to collect) in alignment with the Delivery team.
• Support Account Managers on sales and account health and growth.
• Act as single point of contact for the customer and account manager; manage day-to-day delivery and customer experience.
• Coordinate with Licensing Specialists to provide licensing knowledge during the sales process.
• Collaborate with Back Office during quotation, orders and billing; onboarding activities with the Back Office.

Skills

Customer Success

Relationship building

Communication

Time management

Problem solving

Presentation

Education

Bachelor Degree or equivalent experience

Job description

We are seeking a skilled and experienced 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.

The successful candidate will assist in identifying up-sell/cross-sell and renewal opportunities to pass onto relevant Sales and Services team. This position also requires a basic level of licence knowledge and ability to handle some unique situations. Seeks advice to shape decisions on complex issues.

• 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.
• Supports QBR meetings from an operational perspective.
• Showcases a basic understanding of GTM Offerings. Is able to provide basic alignment between customer desired state/ challenge to SoftwareOne Solutions.
• Collaborates/coordinates New Customer Onboarding activities with the Back Office team.
• Responsible for completing and co-ordinating where applicable New Customer Onboarding activities.

Role Overview

We are seeking a skilled and experienced 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.

The successful candidate will assist in identifying up-sell/cross-sell and renewal opportunities to pass onto relevant Sales and Services team. This position also requires a basic level of licence knowledge and ability to handle some unique situations. Seeks advice to shape decisions on complex issues.

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.
• Supports QBR meetings from an operational perspective.
• Showcases a basic understanding of GTM Offerings. Is able to provide basic alignment between customer desired state/ challenge to SoftwareOne Solutions.
• Collaborates/coordinates New Customer Onboarding activities with the Back Office team.
• Responsible for completing and co-ordinating where applicable New Customer Onboarding activities.

Job Requirements

• Bachelor Degree or equivalent experience
• Background in Operational Licencing or Services
• 0 to 2+ 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.
• Experienced in Working in a Matrix Organization
• Experience 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.