Senior Customer Success Manager, SEA

Telesign; Malaysia; On-site; MYR 120,000 - 180,000; Full time

Job summary

Telesign is seeking a Senior Customer Success Manager to lead post-sales engagement and ramp for enterprise and strategic clients in the SEA region, ensuring timely deployment and ongoing relationship growth.

The role acts as a trusted consultant through implementation, driving client satisfaction, escalations, and opportunities for expansion with cross-sell collaborations with Sales.

Qualifications

• 3–5 years in customer success and account management.
• Bachelor's degree or equivalent in CPaaS or Digital Identity.
• Proficiency with Excel, PowerPoint, Salesforce, Jira/Confluence, and collaboration tools.

Responsibilities

• Assist customers during ramp and complex troubleshooting via email, phone, and online tools.
• Support internal teams with customer escalations for timely feedback and resolution.
• Maintain high satisfaction for Enterprise and Strategic clients.
• Identify upsell opportunities through account planning and understanding client goals.
• Collaborate with Sales to identify cross-sell opportunities for account expansion.
• Create reporting to monitor client activity against forecasts and trends.
• Understand APIs and development tools for troubleshooting.
• Monitor route quality and escalate issues to vendors when needed.
• Stay updated on industry trends and Proximus Global's offerings to support clients.
• Handle ad hoc projects from Regional CS Leadership.

Skills

Customer success

Account management

CPaaS knowledge

Digital Identity

Education

Bachelor's degree in CPaaS or Digital Identity

Tools

Excel

PowerPoint

MS Word

Salesforce

Jira/Confluence

MS Teams

Slack

Job description

Telesign is hiring a Senior Customer Success Manager to deliver on all customer success management activity for Telesign's enterprise and strategic clients in the SEA region. This includes managing the post-sale customer engagement and ramp through deployment of the contracted services and growing the relationship thereafter.

The Senior Customer Success Manager functions as a consultant to the client through the implementation process, ensuring timely deployment of the services and client satisfaction.

What You'll Do

• Responsible for supporting customers during ramp, complex troubleshooting situations and other operational matters via e-mail, phone, and other industry leading tools
• Support internal teams with customer escalations to ensure timely feedback and resolution
• Drive and maintain high customer satisfaction of Enterprise and Strategic clients & partners
• Identify additional use cases and upsell opportunities with assigned clients through continuous account management discussions, account planning and thorough understanding of client's business challenges and goals
• Partner with Sales team in identifying cross-sell opportunities for account expansion with new products
• Create and maintain reporting to proactively monitor assigned clients’ activity against forecast/historical trends
• Acquire general understanding of APIs and development tools necessary for troubleshooting
• Monitor route quality using internal tools and elevate issues to downstream vendors if required
• Maintain knowledge of the industry and Proximus Global's product offerings to effectively support clients
• Work on adhoc and special projects assigned by Regional CS Leadership

About You

• 3 - 5 years of customer success and account management experience, preferably within a commercial environment
• Bachelor's Degree or equivalent experiences in CPaaS or Digital Identity spaces
• High proficiency in using Excel, PowerPoint, MSword, Salesforce, Jira/Confluence, and audio and web conferencing (MS Teams, Slack etc.)

About Telesign

Telesign connects and protects online experiences with sophisticated customer identity and engagement solutions. Through APIs that deliver user verification, data insights, and communications we solve today's unique customer challenges by bridging businesses to the complex world of global telecommunications.

Telesign is proud to be an equal opportunity employer. We believe our differences help us create a better workplace, a better product, and a better community. We do not discriminate on the basis of race, color, ancestry, religion, national origin, marital status, pregnancy, sex, sexual orientation, gender, gender identity or expression, age, genetic information, disability, military or veteran status, or any other basis protected by federal, state or local law, ordinance or regulation.

Telesign also participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

Telesign is an affirmative action employer and as part of the commitment to AAP, it will seek to ensure affirmative action to provide equality of opportunity in all aspects of employment, and that all personnel activities, such as the recruitment selection, training, compensation, benefits, discipline, promotion, transfer, layoff and termination processes remain free of illegal discrimination and harassment based on protected characteristics.