This is a fully remote position, open to applicants in Malaysia.

📋 Description

• Serve as the main post-sale contact, guiding the customer experience from deal finalization through product use, value recognition, renewals, and business expansion.

• Foster enduring customer relationships and assist clients in achieving both business and technical objectives.

• Promote product adoption and value recognition by implementing best practices, monitoring deployment health, utilizing telemetry, and ensuring scalable engagement.

• Recognize opportunities for upselling, cross-selling, renewals, retention, and revenue growth.

• Oversee diverse customer portfolios and collaborate with stakeholders ranging from C-suite executives to operational teams.

• Provide high-touch interactions and scalable initiatives, including workshops, webinars, and quarterly business reviews.

• Address escalations and coordinate with Sales, Solution Engineering, Renewals, Channel, Professional Services, Support, Engineering, Marketing, Finance, and Training teams.

• Advocate for customers by relaying feedback to solution engineering and product teams regarding requirements, development, and product roadmaps.

⛳️ Requirements

• 5 to 7+ years of experience in Sales, Pre-sales, Renewal, or technical customer-facing positions.

• Over 3 years of accountability for customer health, revenue realization, renewals, retention, and managing scaled or pooled accounts.

• Strong comprehension of IT systems, software architecture, or SaaS business models.

• Background in the cybersecurity sector is preferred.

• Intermediate or higher proficiency in English for effective communication with global teams and understanding technical documentation.

• Proficiency in Bahasa Melayu and Mandarin is considered an advantage.

• Proven success in building relationships, conducting complex negotiations, managing contract renewals, preventing churn, and implementing upselling/cross-selling strategies.