Customer Success Executive | Enterprise Account Manager

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.

Customer Success 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

· Undertake any other duties or tasks as assigned by the superior from time to time.

Enterprise Account Manager Job Description:

· Manage and develop assigned enterprise accounts or designated territories to drive business growth.

· Build and maintain strong, long-term relationships with key stakeholders within enterprise and government-linked accounts.

· Drive customer expansion initiatives to support future revenue growth opportunities.

· Promote and upsell the company's full range of products and services within the assigned accounts.

· Develop and maintain a robust sales pipeline through networking, email outreach, social media engagement, and appointment setting.

· Support the planning and execution of sales and marketing campaigns, including email design, content creation, follow-ups, feedback collection, thank-you communication, and lead nurturing activities.

· Coordinate and support product or service demonstrations in collaboration with technical teams.

· Work closely with pre-sales and engineering teams to ensure the delivery of suitable solutions that meet client requirements.

· Achieve assigned new business revenue targets in line with company objectives.

· Maintain accurate and timely reporting of all sales activities, pipeline status, and forecasts in the company CRM system.

· Responsible for managing and leading the full tender, RFP, and RFI lifecycle, including coordinating inputs from internal stakeholders, tracking deadlines, and ensuring all submissions are completed accurately and on time.

· Undertake any other duties or tasks as assigned by the superior from time to time.

Requirements:

· Bachelor's degree in computer science, information technology, business management or related field, or equivalent work experience for 2 years

· Proven expertise in Sales and Lead Generation, with a track record of meeting or exceeding targets

Strong skills in Sales Presentations to effectively communicate value propositions to clients

Experience in Account Management and fostering long-term relationships with key clients

Proficiency in managing Sales Operations, including reporting and process improvements

· 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.