Client Sucess Manager/AM -IT Infrastructure and Managed services

S SQUAD SDN. BHD.; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

S SQUAD SDN. BHD. is seeking a Client Success Manager/AM to oversee enterprise customers and ensure successful delivery of cybersecurity and managed IT services.

The role emphasizes strong relationships with IT, Cybersecurity, Infrastructure and management teams, with end-to-end service ownership from onboarding to steady-state operations. The ideal candidate has 5–7 years in Technical Account Management or related fields, with deep knowledge of SLA/KPI, incident management and cross-functional

Qualifications

• 5–7 years of experience in Technical Account Management, Service Delivery, or related fields.
• Strong enterprise customer-facing and stakeholder management experience.
• Good understanding of Cybersecurity, Cloud, Network and Managed Security Services.
• Familiarity with SLA/KPI, Incident, Change and Service Management processes.

Responsibilities

• Serve as the primary technical and service contact for assigned customers.
• Build and maintain relationships with customer IT, Cybersecurity, Infrastructure, Cloud and management teams.
• Own the end-to-end customer service experience from onboarding through steady-state operations.
• Coordinate with SOC, Network Security, Cloud, Infrastructure, Service Desk and Engineering teams to ensure service delivery.

Skills

Technical Account Management

Stakeholder Management

Cybersecurity

IT Services

Cloud & Infrastructure understanding

Education

Bachelor's degree in IT/CS

Tools

ServiceNow

CRM Systems

Job description

Client Sucess Manager/AM -IT Infrastructure and Managed services

We are looking for a customer-focused Technical Account Manager to manage enterprise customers and ensure successful delivery of cybersecurity and managed IT services.

Key responsibilities

Serve as the primary technical and service contact for assigned customers.

Build and maintain strong relationships with customer IT, Cybersecurity, Infrastructure, Cloud and management teams.

Understand customer environments, business requirements, security objectives and technology roadmaps.

Own the end-to-end customer service experience, from onboarding and transition through steady-state operations.

Coordinate with SOC, Network Security, Cloud, Infrastructure, Service Desk and Engineering teams to ensure effective service delivery.

Monitor and govern SLA, KPI, service availability, incident and service performance against contractual commitments.

Manage customer escalations and ensure timely resolution through the appropriate technical teams.

Coordinate major incidents, RCA discussions, corrective actions and preventive measures with customers.

Conduct regular Service Reviews / Monthly & Quarterly Business Reviews and present service performance to stakeholders.

Track service risks, recurring issues, action items and improvement initiatives.

About you

5–7 years of experience in Technical Account Management, Service Delivery, Cybersecurity, Managed Services, IT Services or Technology Consulting.

Strong enterprise customer-facing and stakeholder management experience.

Good understanding of Cybersecurity, Cloud, Network, Infrastructure and Managed Security Services.

Strong knowledge of SLA, KPI, Incident, Problem, Change and Service Management processes.

Ability to understand technical issues and communicate effectively with both technical and business stakeholders.

Strong communication, presentation, escalation management and relationship-building skills.

Experience working with multiple technical teams and third-party technology/service providers.