Customer Success Manager

Group-IB; Kuala Lumpur; On-site; MYR 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a Unified Customer Service Manager to lead project activities and enhance customer satisfaction. This dynamic role involves onboarding customers, managing project workflows, and ensuring high-quality support throughout the project lifecycle. You will collaborate closely with analysts and product managers to meet customer success goals. Join a forward-thinking company that values professional development and offers a flexible working environment, health benefits, and opportunities for growth in a globally recognized technology firm. Be part of a team that is dedicated to making the world a safer place through innovative cybersecurity solutions.

Benefits

Flexible schedule

Health insurance

Professional certificates and training courses

Monetary rewards for skill improvements

Encouragement for creative initiatives

Qualifications

• Understanding of networking technologies and cyber threat intelligence.
• Strong communication and client management skills are essential.

Responsibilities

• Manage customer onboarding and ensure project success.
• Communicate regularly with customers and project teams.
• Identify and resolve customer issues proactively.

Skills

Networking technologies (TCP/IP, DNS)

Cyber Threat Intelligence

Analytical skills

Client/account management

Communication skills

Customer experience development

Presentation skills

Service-desk systems interaction

English (C1)

Mandarin (C1)

Job description

Founded in 2003 and headquartered in Singapore, Group-IB is a leading creator of cybersecurity technologies to investigate, prevent, and fight digital crime. Combating cybercrime is in the company’s DNA, shaping its technological capabilities to defend businesses, and citizens, and support law enforcement operations.

Group-IB’s Digital Crime Resistance Centers (DCRCs) are located in the Middle East, Europe, Central Asia, and Asia-Pacific to help critically analyze and promptly mitigate regional and country-specific threats. These mission-critical units help Group-IB strengthen its contribution to global cybercrime prevention and continually expand its threat-hunting capabilities.

Each of us can help make the world a safer place. Join us!

ABOUT THE ROLE:

The Unified Customer Service Manager is responsible for planning project activities, customer support and training, and monitoring the quality of customer support with respect to the company's internal service standard throughout the project life cycle, including prioritising the product and customer requirements, defining the product concept for the customer, and working closely with analysts and product business managers to ensure customer success goals are achieved.

TASKS TO SOLVE:

1. Customer onboarding through initial briefing, systematic training, and interim meetings.
2. Developing, regular adjustments and subsequent execution of the project work plan with the customer.
3. Regular communication with the customer and the project team, following up and adjusting the organisation of the workflow in the production department.
4. Proactive identification of any problems with the customer and project activities to minimise negativity and build customer loyalty/satisfaction.
5. Timely notification and holding concise discussions with the customer about new trends, features and interesting facts related to project activities.
6. Providing regular spot support to the client in non-standard enquiries and dealing with incidents of varying levels of complexity.
7. Preparing materials and executing project safeguarding activities.
8. Carrying out local/global customer satisfaction surveys.
9. Keeping project databases up to date, including work in planning, project management, and helpdesk systems.
10. Working on developing and upgrading internal business processes.

APPLY FOR THIS VACANCY IF YOU HAVE THE FOLLOWING QUALIFICATIONS:

1. Basic understanding of networking technologies (TCP/IP, DNS).
2. Basics of Cyber Threat Intelligence and Digital Risk Protection class information security systems.
3. Ability to maintain reports, analyse information, find patterns and identify points of impact.
4. Experienced in the position of client/account/pre-sales account manager in a B2B market.
5. Strong communication skills, with an ability to communicate clearly with customers, colleagues and partners.
6. Experienced in managing internal customer experience development projects (collecting, organising feedback, working with the Customer Journey Map).
7. English and Mandarin skills at C1 or higher level (including technical background).
8. Strong presentation and public speaking skills.
9. Skilled in service-desk systems interaction.

WHY CHOOSE GROUP-IB

1. Your happiness is important to us. We want every single team member to be happy.
2. Continuing professional development. At Group-IB, you can choose from various paths to growth: progress as an expert, advance to a management position, try your hand in another department, relocate abroad, or launch a new business area at Group-IB.
3. A team with extensive international expertise. Do you have experience but are looking for exciting challenges? By choosing us, you will be choosing complex tasks and continuously improving your skills in a fast-growing international company.
4. Globally recognized technologies. Group-IB's members are located in 25 countries and our products and services are sold in 60 countries. What’s more, Gartner, IDC, and Forrester have ranked our technologies among the best in their class. We work with over 450 international partners and about 500 clients.
5. A culture created by each of us. Group-IB’s employees speak many different languages and understand one another. We respect each other's beliefs, share common values, and strive toward the happiness of every employee.
6. Economic stability. Group-IB's sustainable growth helps rapidly develop careers that would take years to progress as far as most other companies.

WHAT ELSE YOU SHOULD KNOW

1. Flexible schedule. Group-IB does not have fixed working hours. You choose your own schedule. We adhere to the principle advocated by Steve Jobs: “We have to work not 12 hours, and head.”
2. Health. If anything goes wrong, don’t worry — we offer health insurance.
3. Certificates and training courses. Group-IB specialists hold over 1,000 professional certificates, including CEH, CISSP, OSCP, GIAC, MCFE, BSI, as well as some rare ones that would be a source of pride for experts in forensics, penetration testing, and reverse engineering worldwide. We have an incentive program that helps employees achieve certifications at the company's expense.
4. Challenges. A wide selection of GIB programs helps you improve soft skills, gain new competencies, and receive monetary rewards.
5. The initiative is rewarded. At Group-IB, you can bring your most daring ideas to life. The company encourages technical blogging, writing articles, building sports teams, and other creative activities.