Customer Success Manager
1 month ago
Tencent is a leading global technology company focused on connecting people and developing innovative products and services that improve the quality of life of people around the world. Founded in 1998 and publicly traded on the Hong Kong Stock Exchange since 2004, Tencent offers a variety of products and services, including leading communication and social platforms (Weixin/WeChat), high-quality entertainment (from video games, music, TV and film, sport and literature), FinTech (WeChat Pay and QQ Wallet) and industry-leading cloud products and services.
Tencent Overseas IT & Tech Platform aims to empower its rapid growth with future-ready, global tech platforms, applications, and services. We are chartered to lead the Overseas platform architecture, roadmap, and execution. Our top aspirations are to satisfy our internal/external customers and become a world-class global tech team.
The Cloud Center of Excellence team is part of Tencent Oversea IT & Tech Platform. The team will partner with game studios to define and deliver the best cloud and on-premises infrastructure for game production and game runtime.
Customer Success Manager with extensive cloud and on-prem business development experience. Having worked extensively in a senior role, the right candidate will excel at managing flexible, scalable, secure, cost-effective global cloud-first (+ on-prem or hybrid cloud in some cases) projects, as well as understanding the unique and common needs of customers, influence/convince/drive the customer adoption of our service, namely Cloud-Enabled Studios (CES) . He/she will collaboratively execute prioritized implementation plans.
Based in London UK, or Amsterdam, Netherlands, this person will work closely with the global Overseas and HQ teams to enable/deliver our global CES project portfolio.
Building rapport and understanding their business needs. Develop and execute an operational support strategy that helps our customers grow and succeed.
Drive the onboarding process and ensure successful support in early adoption phases.
Monitor issues submitted to Support and assist with triage or initial response as needed.
Effectively identify common issues or questions, using these to drive training plans or documentation in partnership with the Learning team.
Proactively identify opportunities to increase adoption or grow usage in assigned accounts.
Track and report on key account health metrics, driving any changes needed.
Communicate effectively at all levels of the organization, keeping stakeholders informed and delivering high-touch support.
Liaison as technical frontend, gathering and verifying customer needs and solutions when applicable.
5+ years in account management or customer-facing role
~ Familiarity with at least one of the public clouds (AWS, Azure, GCP, Tencent Cloud or similar ones)
~ Good understanding of game publisher/studio processes and the capability of having high-level conversations about means of improvement
~ Fluent in English
~ Willingness to travel 30-40% worldwide
3+ years leading large technology projects with multiple contributors over many months
~Engagement with the global ISP ecosystem, understanding network knowledge
~ Knows and is willing to operate a global 7x24 tier 1 supporting team
~ Experience in information security and risk management, including compliance, authentication, federation, encryption, and network security
~ PMP Certificate
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