Customer Success Account Manager

WHO WE ARE:

Beyondsoft is a leading mid-sized business IT and consulting company that combines modern technologies and proven methodologies to tailor solutions that move your business forward.Our global head office is based in Singapore, and our team is made up of a diversely talented team of experts who thrive on innovation and pushing the bounds of technology to solve our customers’ most pressing challenges.When it comes time to deliver, we set our sights on that sweet spot where brilliance, emerging technologies, best practices, and accountability converge. We have a global presence spanning four continents (North America, South America, Europe, and Asia). Our global network of talent and customer-centric engagement model enables us to provide top-quality services on an unprecedented scale.

WHAT WE’RE ABOUT:

We believe that collaboration, transparency, and accountability are the values that guide our business, our delivery, and our brand. Everyone has something to bring to the table, and we believe in working together with our peers and clients to leverage the best of one another in everything we do. When we proactively collaborate, business decisions become easier, innovation is greater, and outcomes are better.

Our ability to achieve our mission and live out our values depends upon a diverse, equitable, and inclusive culture. So, we strive to foster a workplace where people have the respect, support, and voice they deserve, where innovative ideas flourish, and where people can unleash their brilliance. For more information regarding DEI at Beyondsoft, please go to https://www.beyondsoft.com/diversity/.

POSITION SUMMARY:

In this hybrid position you will provide operational and coordination support to the client lead and account team. The role helps organize customer engagements, track support cases, coordinate proactive services, and maintain clear actions, status updates and follow-through. The resource works with customer contacts, client teams, partners and technical specialists within agreed processes and priorities. 

 WHAT YOU WILL BE DOING:

• Maintain professional working relationships with designated customer contacts and support agreed engagement cadences.

• Collect customer priorities, document actions and support account-planning follow-up as directed by the client account team.

• Capture and share customer insights with client sellers and account teams to support opportunity follow-up; the role does not own sales decisions or commercial commitments.

• Coordinate workshops, assessments, adoption activities and other agreed services across customer, partner and client stakeholders.

• Track reactive support cases, follow up on open actions, flag risks and coordinate with the designated client support or technical teams.

• Maintain accurate records of status, assigned owner, timeline, dependency, blocker and next action. Assignment of ownership remains subject to client confirmation.

• Prepare draft service reports, ticket summaries and customer updates for review or use by the designated Microsoft stakeholder.

• Develop practical knowledge of client cloud solutions to understand customer context and connect requests to the appropriate client expert; the role does not provide independent technical approval or solution assurance.

  
  

MINIMUM QUALIFICATIONS:

• Experience in customer success support, service delivery coordination, technical account support, enterprise support or a similar customer-facing services role.

• Hands-on experience tracking support cases, escalations, stakeholder updates and closure actions.

• Ability to coordinate multiple business and technical stakeholders in a fast-moving environment.

• Experience supporting customer meetings, service reviews, workshops or adoption programmes.

• Strong written and verbal communication skills in English and Bahasa Indonesia.

• Ability to produce clear reports, action logs, summaries and customer-ready updates.

• Working knowledge of client cloud solutions, with the ability to learn new technologies quickly.

• Strong organisation, judgement, problem-solving and follow-through, with the ability to work within defined scope and escalation paths.

PREFERRED QUALIFICATIONS:

• Experience supporting enterprise customers in healthcare, telecommunications, financial services or other regulated industries.
• Familiarity with Microsoft 365, Azure, Microsoft Intune, Microsoft Copilot, security solutions or Unified Support.
• Experience working in a vendor-managed or outsourced service environment with Microsoft account teams, partners, support engineers or technical specialists.
• Microsoft fundamentals certification such as AZ-900, MS-900 or SC-900, or equivalent practical knowledge.

Beyondsoft provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type with regards to race, color, religion, age, sex, national origin, disability status, genetics, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, and the full employee lifecycle up through and including termination.