Customer Success Executive

Company Description

ASK4KEY specializes in providing next-generation Cloud Security, Information Security, and Cybersecurity managed services. Leveraging the latest emerging technologies, ASK4KEY helps customers overcome challenges and gain a competitive edge in their industries. Recognized as one of the top 30 cybersecurity companies in the ASEAN region, ASK4KEY was also a finalist in the 2022 Channel News Innovation Award in the security category. With over 6 years as an Elite Partner of a leading Gartner Security Service Edge (SSE) Magic Quadrant leader, ASK4KEY is a trusted partner in the cybersecurity domain.

The Customer Success department supports Ask4key’s customers as they transition from project completion to active users. This unit focused on customer loyalty and building close long-term client relationships that drive retention and growth. Customer Success department also responsible for ensuring that customers have a positive experience with Ask4key's products or services from the initial onboarding process to ongoing support and account management. We also ensure that customers realized business value through the deployment and adoption of solution and services offered by Ask4key.

Job Description:

· Develop and maintain strong relationships with clients, understanding their business needs and objectives, and providing proactive recommendations for security services

· Ensure that clients are receiving value from security services by regularly tracking and reporting on key performance indicators (KPIs), such as incident response time, patch deployment success rates, and endpoint protection rates

· Manage client onboarding, including gathering requirements, coordinating with technical teams, and ensuring that client expectations are set appropriately

· Coordinate with technical teams to ensure that security services are delivered effectively and efficiently, meeting client SLAs and satisfaction targets

· Constantly “spot-checks” customer’s portal for any misconfiguration or unusual findings before the actual issue arises

· Ensure that clients are aware of new security threats and vulnerabilities, and provide guidance on how to mitigate risks

· Act as a liaison between clients and technical teams, ensuring that communication is clear and effective, and that client needs are being addressed promptly

· Work with sales teams to identify upsell and cross-sell opportunities, and assist with the development of proposals and contracts

· Maintain up-to-date knowledge of security technologies, industry trends, and best practices, and provide thought leadership to clients and internal stakeholders

Requirements:

· Bachelor's degree in computer science, Information Technology, or related field, or equivalent work experience for 2 years

· Strong customer service and relationship management skills, with an ability to build trust and credibility with clients

· Strong analysis and analytic skills

· Excellent communication and presentation skills, with an ability to explain technical issues to non-technical audiences

· Experience with project management, including coordinating with technical teams and managing client expectations

· Desire to learn and expand knowledge of security technologies and its best practices

· Ability to work independently and in a team environment, with a focus on achieving client satisfaction and meeting SLAs

· Strong problem-solving skills, with an ability to identify root causes of issues and develop effective solutions

· Positive attitude and willingness to learn, with a desire to build a career in the security services field

This role offers the opportunity to work with a variety of clients and security technologies, and to develop strong customer service and relationship management skills. The successful candidate will be able to make a positive impact on clients' security posture while also building a rewarding career in the security services field.

Job Title: Customer Success Senior Executive (CSSE)

The Customer Success department supports Ask4key’s customers as they transition from project completion to active users. This unit focused on customer loyalty and building close long-term client relationships that drive retention and growth. Customer Success department also responsible for ensuring that customers have a positive experience with Ask4key's products or services from the initial onboarding process to ongoing support and account management. We also ensure that customers realized business value through the deployment and adoption of solution and services offered by Ask4key.

Job Description:

· Develop and maintain strong relationships with clients, understanding their business needs and objectives, and providing proactive recommendations for security services

· Work with sales teams to identify upsell and cross-sell opportunities, and assist with the development of proposals and contracts

· Own technical sales process, working in tandem with account manager to identify, qualify and scope opportunities, build and maintain an account strategy plans, and execute proof of concept engagements as needed to convert opportunities into technical victories

· Understand customer pain points and help drive escalations by coordinating between Principals and Digital Operation department

· During project delivery phase, ensure customer rolls out quickly and help by mitigating any challenges that come along to delay or stop deployment using internal resources

· Once a project is completed and transitioned to support mode, prepare kick-off service review meeting with the customer and internal stakeholders to determine deployment milestones and high-level plan

· Presents Business Reviews with scorecards linked to the customer's business objectives in monthly/quarterly/ every six months basis, with quarterly touch points for every customer

· Arrange private and public training to customers to ensure they are well trained to avoid misconfiguration and well informed of Ask4key’s latest product updates and trends.

Requirement

· Bachelor's degree in computer science, Information Technology, or related field, or equivalent work experience for 4 years

· Strong customer service and relationship management skills, with an ability to build trust and credibility with clients

· Strong analysis and analytic skills

· Excellent communication and presentation skills, with an ability to explain technical issues to non-technical audiences

· Experience with project management, including coordinating with technical teams and managing client expectations

· Familiarity with security technologies, such as RMM tools, Secure Service Edge, and endpoint security solutions

· Desire to learn and expand knowledge of security technologies and best practices

· Ability to work independently and in a team environment, with a focus on achieving client satisfaction and meeting SLAs

· Strong problem-solving skills, with an ability to identify root causes of issues and develop effective solutions

· Positive attitude and willingness to learn, with a desire to build a career in the security services field