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Mid-level, common CSM title in a metro location with no niche specialization increases competition.
Prefers CPaaS/Digital Identity experience, making industry transferability moderately constrained.
Explicit 3–5 years requirement plus domain CPaaS/Digital Identity preference enforces moderate filtering.
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Manage post-sale customer engagement, deployment, and ongoing relationship growth for enterprise and strategic clients in Southeast Asia.
Support customers during ramp-up, troubleshoot operational issues, and handle escalations to ensure timely resolution and high satisfaction.
Identify upsell and cross-sell opportunities through account management and collaboration with Sales; monitor client activity against forecasts and industry trends.
3 to 5 years of customer success and account management experience in a commercial environment.
Bachelor’s Degree or equivalent experience in CPaaS or Digital Identity domains.
Proficiency with Excel, PowerPoint, MS Word, Salesforce, Jira/Confluence, and web conferencing tools (MS Teams, Slack).
Work Experience Required: 3 – 5 years in customer success/account management.
Experienced in managing large enterprise or strategic accounts, capable of handling complex troubleshooting and escalations.
Familiarity with CPaaS or Digital Identity sectors, able to understand technical APIs and development tools for effective support.
Demonstrates ability to drive account growth via identifying upsell and cross-sell opportunities in collaboration with sales teams.