Position Description

Customer Success Manager
Department SALES
Location(s) Kuala Lumpur - Malaysia
Employment duration Full time
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Customer Success Manager

Life is different at N3. We are driven by our passions and propelled by our quest to innovate, thrive and learn. We are the tastemakers of technology, transforming the way the world works and shaping the future of business. We work hard. We play hard. We make moves. Here, success is no accident. It’s ours to grow.

N3, Part of Accenture, is a sales and marketing solutions firm dedicated to working with software and technology solutions providers. Our client base includes a range from small start-up companies to market leaders such as Microsoft, Cisco, Google, and more as well as their partner networks. N3 has sustained rapid growth since its founding in 2004.

We are a performance-based organization that rewards creativity, hard work, and success. N3 is not your typical corporate environment. Our business casual atmosphere and fast-paced workday make N3 a unique place to work.

Customer Success Manager (“CSM”) helps existing customers successfully onboard, adopt, and expand their usage of public, private, and hybrid cloud platforms. Customer engagements are managed in an inside sales model, with a combination of outbound and account management tactics. In addition to building strong transactional and strategic customer relationships, a successful CSM manages relationships with technology providers, direct and channel sales partners, and solutions/sales engineers.

The role is a trusted advisors to customers, working cross-functionally across customer departments (i.e. Marketing, Finance, IT, Back Office, etc.). The best CSMs maximize platform adoption for clients by implementing use cases in multiple departments, broadening the user base while deepening the application stack.

The organization provides product, process, systems, and sales training to develop the skills of our CSMs for current and future roles. This includes product and platform specific training including, but not limited to, hands-on training, vendor certifications, partner certifications, and sales tool training.


Recommended Experiences and Knowledge

  • Bachelor’s Degree
  • Experience in Inside Sales, Business Development, Customer Support, Customer Success, Customer Service, and/or Information Technology
  • Microsoft Certification / any Microsoft business experiences will be an added advantage
  • Express desire to develop a career in technology sales
  • Ability to meet and/or exceed specific sales goals (i.e. revenue, pipeline, activity, customer retention, etc.)
  • Ability to successfully manage a portfolio of both transactional and strategic customer relationships
  • Work style consistent with adopting best practice frameworks, being receptive to coaching and training, and committing to the processes that create results
  • Strong teaming personality: Drive individual success within the construct of a formal team including rigorous sales management, professional development, and mutual support
  • Ability to deftly intake and resolve customer escalations. Requires nuanced communication skills, active listening skills, and objective response cadences
  • Ability to identify the key aspects of a potential opportunity, nurture the opportunity to close, engage channel partners as needed and manage the customer relationship through success
  • Achievement and success-driven personality, motivated by performance rewards for exceeding annual sales goals through strategic sales leadership and strong cross business collaboration
  • Excellent written and verbal communication skills.
  • Follow all N3 Information Security policies and processes as required per the job function/role of this position.
  • English & Bahasa Malaysia are required for this role due to business nature requirement.
  • Candidate with additional foreign language skill(s), i.e.: Tagalog / Vietnamese will be highly advantage.

Technical Experience

  • Proficient in MS Office products (Excel, Word, MS Outlook, MS PowerPoint)
  • Experience with CRM Software (Dynamics, Salesforce, etc.) preferred.

Data Protection Requirement

  • Adhere to all N3 Data Protection policies, standards, and procedures per your role. Take required continuing education courses in Data Protection at N3 for your role.

Equal Employment Opportunity

N3 recruits, hires, and promotes for all positions without regard to race, religion, color, national origin, gender, age, sexual orientation, gender identity and/or expression, handicap or veteran's status. All terms and conditions of employment such as compensation, benefits, work assignment, availability of facilities and privileges of employment are administered on the same basis of equality.

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