Services Solutions Architect & Customer Success Manager

Keysight Technologies; Penang; On-site; MYR 70,000 - 90,000; Full time

Job summary

A global technology leader is seeking a Services Solutions Architect & Customer Success Manager in Penang, Malaysia. This role involves customizing service solutions, managing proposals, and leading engagements with key customer accounts. Candidates should possess a Bachelor's degree in Electronics and Electrical Engineering, and experience in service support and delivery. Strong communication and analytical skills are a must for driving successful service delivery and project management.

Qualifications

• Bachelor's degree in Electronics and Electrical Engineering or equivalent.
• Experience in service support and delivery.
• Knowledge of calibration and repair process.

Responsibilities

• Customize service solutions and manage proposals.
• Edit and finalize proposals and statements of work.
• Lead key customer business review meetings.

Skills

Communication skills

Analytical thinking

Collaboration

Education

Bachelor of Engineering (Electronics and Electrical) or equivalent

Tools

ISO9001:2008 knowledge

ISO/IEC 17025:2005 knowledge

Job description

Services Solutions Architect & Customer Success Manager

is on the forefront of technology innovation, delivering breakthroughs and trusted insights in electronic design, simulation, prototyping, test, manufacturing, and optimization. Our ~15,000 employees create world-class solutions in communications, 5G, automotive, energy, quantum, aerospace, defense, and semiconductor markets for customers in over 100 countries. Learn

Our culture embraces a bold vision of where technology can take us and a passion for tackling challenging problems with industry-first solutions. We believe that when people feel a sense of belonging, they can be more creative, innovative, and thrive at all points in their careers.

Responsibilities

Customizing service solutions

• Work with sales, marketing, delivery management and the Customer Contact Center to develop proposals and turn them into statements of work.
• Initiate collaboration with Services Central team and Managed Services project/planning team to establish solution architecture to meet prescribed requirements, which formal proposal eventually buy-off by customers.
• Responsible for managing the proposal development process and may lead the implementation planning of their deals. Manage the proposal development for assigned deals.
• Present the value creation & ascertain the concept buy-off by customers.
• Customized pricing and CPQ approval.

Agreement and documentations

• Responsible for final editing of the proposal and meeting customer requirements for content and method of submission.
• Primary author of Statement Of Work for assigned deals. This is a legally binding document that defines the obligations of both Keysight and the customer. Merges multiple input from sales, delivery, Customer Contact Center into a coherent offering and document. Secures approval by delivery, contracts, revenue recognition, and order booking. Ensure deal information are transferred to the delivery team.
• Contribute to the content of proposals with vast knowledge of the Services offers, how they are delivered, as well the requirements of delivery, contracts, revenue recognition, and order booking.

Managing service solutions deliverables

• Work with the responsible delivery manager, creates project plan to develop the required content and proposal document, and drives its execution.
• Responsible for ROI analysis and/or line item pricing for large deals.
• Ensure that solution milestones are accomplished at the right time. Ensure timely project completion, to guide the activities of each service deliverables. Review the activities of extended team on deliverables & check against SOW.
• May lead implementation planning of custom deals and/or participate in ongoing service delivery.

Key accounts customer focal

• Lead key customers account Business Review meeting.
• Keep accurate record of expected deliverables, its’ related COS, and milestones achieved.
• Lead service adoption and drive service expansion.

Managing deal and others

• Identify and mitigate existing business risk or risks associated with solution architecture.
• Communicate to all stakeholders on the learning through entire implementation.
• May lead other projects in the program management office.
• Drive profitable growth for Services.

Qualifications

Careers Privacy Statement ***Keysight is an Equal Opportunity Employer.***

• Obtains Bachelor of Engineering (Electronics and Electrical) or equivalent.
• Relevant years of experience in service support requirements and understand the service delivery.
• Possess knowledge on requirements under ISO9001:2008 and/or ISO/IEC 17025:2005.
• Literacy in legal documentations, understand service level agreement offered by Services on Exhibits, SOW & T&Cs.
• Possess knowledge of calibration, repair process, software application and database management.
• Possess good communication skill which involves collaboration with customers, business team and operations team.
• Ability to demonstrate analytical thinking, able to understand the business needs and establish solutions.
• Ability to evaluate solutions profitability and drive service deliverables execution per plan.