Customer Success Manager -Thai Speaking (Malaysia)

DoiT is a global technology company that helps cloud-driven organizations leverage cloud solutions for business growth and innovation. The Customer Success Manager will be responsible for managing a portfolio of customer accounts, ensuring a smooth customer journey from onboarding to ongoing success, while driving retention and risk mitigation.

Responsibilities:

• Own a portfolio of accounts and facilitate the full customer lifecycle: onboarding, adoption, value realization, renewal, and expansion
• Deliver rapid “time to first value” (TTFV) for onboarding customers by delivering effective customer training and enablement on DoiT Cloud Intelligence™ and driving the customer onboarding checklist
• Build deep and healthy relationships with key customer stakeholders (CFOs, FinOps leads, engineers, cloud architects) and find new ways to engage with the customer team to ensure both depth and breadth of impact in the customer’s business
• Perform business context discovery in partnership with the Forward Deployed Engineering team (and other relevant DoiT teams) to uncover opportunities for integrated use case implementation using DoiT Cloud Intelligence™
• Build trust and transparency with customers as a customer advocate and provide valuable input to our product feedback loop (operating as the “voice of the customer”)
• Maintains the Customer 360 record, ensuring that details for all customer touchpoints, workflows, and health metrics are accurate and up-to-date
• Coordinate with our marketing team on customer advocacy opportunities (e.g. case studies, customer interviews)
• Identify, escalate, and manage risk utilizing customer data: health scores, product usage, and customer sentiment
• Create effective mitigation plans in collaboration with DoiT Account Managers, Product, Forward Deployed Engineering, and DoiT leadership
• Identify and qualify expansion and growth opportunities throughout the customer journey for execution by the Account Management team
• Provide quantitative and qualitative insights to the Account Management team for customer Quarterly Business Reviews (QBRs) and renewals
• Provide feedback on internal Customer Success playbooks and processes
• Maintain a proficient understanding of DoiT’s products and services and customer use cases to advise customers on how to leverage DoiT solutions more effectively

Requirements:

• 3+ years of experience in Customer Success in a B2B Saas Company is a must
• 1-2 years of experience with a public cloud platform like GCP, AWS, or Azure
• Experience driving success plans and achieving customer targets/goals/objectives
• Exceptional ability to communicate and foster positive business relationships with our customers and team members
• Demonstrated the ability to learn new technologies and products quickly, and understand how customers use them to drive strategic success
• A proven track record of creative problem solving on internal and customer-facing issues
• Accountability and personal organization is a must
• Highly motivated team player with a positive outlook and a can-do attitude, preferably with a great sense of humor
• Curiosity and self-motivation to learn and develop professional competencies
• Be fluent in English to a professional degree (verbal and written)
• Experience with finance or data analytics
• Cloud Provider (AWS, Azure, GCP) and/or FinOps Certifications
• Additional languages