Customer Success Manager

Sangfor Technologies; Kuala Lumpur; On-site; MYR 60,000 - 80,000; Full time

Job summary

A leading IT solutions provider based in Kuala Lumpur is looking for a candidate skilled in customer renewal management. The role requires strong analytical skills and the ability to work independently while maintaining effective communication with customers and partners. Proficiency in both Chinese and English is essential. Candidates with backgrounds in cybersecurity, cloud services, or IT services are preferred. This position provides an opportunity to work dynamically in the IT sector.

Qualifications

• Ability to handle unexpected situations flexibly and independently plan tasks.
• Capable of effective communication with colleagues and clients.
• Sensitive to data and able to perform data statistics and reporting.

Responsibilities

• Identify and convert renewal opportunities into projects.
• Follow up on renewal progress with expired customers, analyzing lost reasons.
• Assist regional sales in promoting service products.

Skills

Strong ability to work independently

Excellent communication skills

Strong data analysis and processing skills

Proficiency in Chinese and English

Tools

Microsoft Office

Job description

Job Responsibilities:

1. Identify renewal opportunities based on historical customer orders, follow up with existing customers through email, phone, etc., to convert renewal opportunities into renewal projects, and ensure closure of these renewal projects.
2. For expiry customers but not renewed, continuously follow up on the renewal progress, confirm the reasons for lost customers and analyze these lost root cause.
3. Assist regional sales in promoting and selling service products.

Job Requirements:

1. Strong ability to work independently, with good adaptability to handle unexpected situations flexibly. Capable of independently planning work tasks and completing them with high quality within the specified time.
2. Excellent communication skills, able to coordinate tasks internally with colleagues and engage in effective communication with external partners and customers to achieve follow-up tasks.
3. Strong data analysis and processing skills, sensitive to data, proficient in Microsoft Office, and able to independently complete relevant data statistics, pivot analysis, and data reporting.
4. Proficiency in Chinese and English as working languages. Experience in IT-related industries such as cybersecurity, cloud services, SaaS, or large system integrators is preferred.