Associate Customer Success Manager

SoftwareOne; Kuala Lumpur; On-site; MYR 60,000 - 120,000; Full time

Job summary

SoftwareOne is seeking a Customer Success Manager in Kuala Lumpur to oversee the end-to-end delivery of customer outcomes, from quote to collection. You will collaborate with Account Managers to monitor account health and drive growth while acting as the primary point of contact for customers and internal teams.

The role involves licensing knowledge, guiding sales through complex scenarios, and coordinating onboarding with the back office. Strong communication and problem-solving are essential.

Qualifications

• Minimum 2+ years in customer success or account management.
• Demonstrated ability to coordinate cross-functional teams to deliver outcomes.

Responsibilities

• Oversee end-to-end customer delivery from quote to collect.
• Collaborate with Account Managers on account health and growth.
• Act as single point of contact for customers and internal teams.
• Coordinate with Licensing Specialists during sales and onboarding.
• Support quotation, order, and billing processes.
• Identify up-sell/cross-sell and renewal opportunities.

Skills

Customer success

Cross-functional collaboration

Account health monitoring

Renewal opportunities

Licensing knowledge basics

Tools

CRM software

Billing systems

Job description

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.