Customer Success Manager Asia
Location: Kuala Lumpur, Malaysia (South Tower, The Gardens)
Model of Work: Hybrid
Are you excited by challenges Do you enjoy working in a fast-paced, international, and dynamic environment which contributes to drive the energy transition Then now is the time to join Quorum Software, a rapidly growing technology & professional services solutions company and industry leader in energy transformation.
Quorum Software is the world's largest provider of digital technology focused solely on business workflows that empower the energy industry. Throughout every region of the globe, customers rely on Quorum's proven innovation and unmatched global expertise to streamline business operations and make data-driven decisions that optimize profitability and growth. Our industry-leading solutions are transforming energy companies across the entire value chain, helping visionary leaders evolve their organizations into modern energy companies.
Overview
The primary role of the enterprise Customer Success Manager (CSM) position is to manage a portfolio of key customers by building relationships with those customers, assuring that they have a positive experience with Quorum Products and Services. This is achieved by directly being accountable for customer health reporting and becoming the sponsor for each assigned customers journey with Quorum. You will be managing an annual recurring revenue of between $5M-$10M per year with some of our largest and longest standing customers. You will contribute to helping support strategies to maximize customer health, acquisition, retention, and profitability with Quorum. Our ideal candidate is technology savvy with excellent communication skills, a strong team player, understands how to influence without direct authority and has a solid understanding of the energy industry. Critical to the candidates success will be possessing project management experience, problem solving skills, data analytics familiarity, a continuous improvement mindset, account management and/or customer success experience. The CSM is responsible for account level relationship management, escalations, value planning, feedback loops, customer action plans and lots of coordination between numerous internal and customer facing stakeholders.
Responsibilities
Customer action plans and onboarding
Customer Monthly and Quarterly regular touch points
Account Escalations
Customer Health Monitoring and Reporting
Renewals
Cross-Organizational Coordination
CSAT Initiatives to improve customer health, backlog, etc.
Work with sales to commercialize account opportunities
Help customers solve problems/challenges
# of Reference-able customers
Customer Health Improvements
Churn Prevention
Delivering accurate forecasting on a regular basis
Risks documented in CRM and reviewed weekly
Prioritizing support and development tasks and allocating time.
Actions necessary to retain customers
Configuration of Application
Customer Success Team members, Cross functional groups within Quorum
Customers (20-30% travel required, varies per portfolio)
Customer issues related to the products, services, support and renewals
Organizes and coordinates key resources related to the successful maintenance and development of the business with our customers
And other duties as assigned.
Requirements
Master Degree or 4 year degree from accredited university
English Fluent
Excellent Interpersonal Skills - able to develop productive relationships with colleagues, customers and associates
Problem solving, ability to communicate with the highest level in customer organizations
Strong written, oral communication and presentation skills
Strong time management and organizational skills with an attention to detail and ability to handle multiple priorities effectively
Data Analytics competencies
Preferred Skills
Preferred: Min 5 years experience in a Customer Service or Account Management related role
Preferred: Oil and Gas industry experience with familiarity to one or many of the following; upstream, midstream, transportation, and measurement
Additional Details
Background Check: The successful candidate will need to successfully complete the following clearances: Criminal History Check, Education Verification, Employment Verification, Drivers License Verification and Passport/ID validation.
Visa Sponsorship: Employment eligibility to work with Quorum Software in Malaysia is required as the company will not pursue visa sponsorship for this position. The successful candidate will be required to ensure they maintain and renew any visas or permits that grant employment eligibility where applicable.
About Quorum Software
Quorum Software connects people and information across the energy value chain. Twenty years ago, we built the first software for gas plant accountants. Pipeline operators came next, followed by land administrators, pumpers, and planners. Since 1998, Quorum has helped thousands of energy workers with business workflows that optimize profitability and growth. Our vision for the future connects the global energy ecosystem through cloud-first software, data standards, and integration. The trusted source of decision-ready data for 1,800+ companies, Quorum Software makes the essential connections that let us work better together in the connected energy workplace. For more information, visit quorumsoftware.com.
Diversity Statement: At Quorum, we are committed to fostering, cultivating and preserving a culture of diversity, equity and inclusion. We want to be the place where a diverse pool of talented people join us, stay with us and do their best work. With a diverse team of employees, we grow and learn better together. The collective sum of the individual differences, life experiences, knowledge, innovation, self-expression, and talent that our employees invest in their work represents not only part of our culture, but our reputation and our achievements. We are fully focused on equality and believe deeply in diversity of race, gender, sexual orientation, religion, ethnicity, national origin and all the other characteristics that make us unique. We have a DEI committee focused on Culture, Advocacy and Talent, have company-wide Unconscious Bias training and more.
Quorum Business Solutions and Quorum Software are Equal Opportunity Employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other basis protected by federal, state, or local law.
Those applicants requiring reasonable accommodation to the application and/or interview process should notify a member of the Human Resources Department
