Customer Success Manager

2 days ago

Hong Kong, Hong Kong SAR China SoftwareONE Full time
Why SoftwareOne?

Hear firsthand from SoftwareOne APAC leaders as they unveil our exciting business and growth plan, spill the beans on our hiring initiatives, and reveal why joining SoftwareOne is an innovator. Join us now and be part of our incredible journey.


The role

This role under Managed Service Provider (MSP) or annual support contract environment ensures flawless service delivery to clients. They act as the main liaison between the client and the SoftwareOne, coordinating the end-to-end delivery of managed and support services. Key responsibilities include handling service technical resource, supervising service performance, resolving reliability issues, incident management, escalation management, and ensuring services meet client expectations. SDMs track key performance indicators (important metrics) and run budgets to maintain cost efficiency. They also facilitate effective communication and problem resolution, ensuring high levels of customer satisfaction.

Main responsibilities include the following:

Be the main point of contact for clients, ensuring their needs and expectations are met. Be responsible for the performance of services to ensure they meet agreed-upon standards and substantial metrics. Take ownership of critical incidents, coordinate resolution efforts, and conduct post-incident reviews. Implement and maintain service delivery processes to improve efficiency and effectiveness. Work closely with internal teams to ensure flawless service delivery and resolve any issues. Generate and present reports on service performance, incidents, and improvements to team members. Ensure high levels of customer satisfaction by addressing concerns and improving service quality
What we need to see from you

The candidate should possess as much as possible of the following skills

5 years of related experience Experience on supporting Azure, AWS environments Experience on incident and escalation management Experience on upselling services to customers

Desirable Technical Skills & Certifications

Any combination of the following certifications

ITIL Azure Fundamentals AWS Cloud Practitioner
Job Function

Software & Cloud
Accommodations

SoftwareOne welcomes applicants from all backgrounds and abilities to apply. If you require reasonable adjustments at any point during the recruitment process, email us at @.
Please include the role for which you are applying and your country location. Someone from our organization that is not part of the decision-making process will be in touch to discuss your specific needs and we will make every effort to accommodate you. Any information shared will be stored securely and treated in the strictest of confidence in line with GDPR.

At SoftwareOne, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Additionally, we encourage experienced individuals that have taken an intentional career break and are now prepared to return to work to explore our SOAR program.

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