Client Sucess Manager/AM -IT Infrastructure and Managed services
Salary: RM 9,000 – RM 13,000 per month
About the role
We are looking for a customer-focused Technical Account Manager to manage enterprise customers and ensure successful delivery of cybersecurity and managed IT services.
Key responsibilities
Serve as the primary technical and service contact for assigned customers.
Build and maintain strong relationships with customer IT, Cybersecurity, Infrastructure, Cloud and management teams.
Understand customer environments, business requirements, security objectives and technology roadmaps.
Own the end-to-end customer service experience, from onboarding and transition through steady-state operations.
Coordinate with SOC, Network Security, Cloud, Infrastructure, Service Desk and Engineering teams to ensure effective service delivery.
Monitor and govern SLA, KPI, service availability, incident and service performance against contractual commitments.
Manage customer escalations and ensure timely resolution through the appropriate technical teams.
Coordinate major incidents, RCA discussions, corrective actions and preventive measures with customers.
Conduct regular Service Reviews / Monthly & Quarterly Business Reviews and present service performance to stakeholders.
Track service risks, recurring issues, action items and improvement initiatives.
About you
5–7 years of experience in Technical Account Management, Service Delivery, Cybersecurity, Managed Services, IT Services or Technology Consulting.
Strong enterprise customer-facing and stakeholder management experience.
Good understanding of Cybersecurity, Cloud, Network, Infrastructure and Managed Security Services.
Strong knowledge of SLA, KPI, Incident, Problem, Change and Service Management processes.
Ability to understand technical issues and communicate effectively with both technical and business stakeholders.
Strong communication, presentation, escalation management and relationship-building skills.
Experience working with multiple technical teams and third-party technology/service providers.