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SUSE Customer Success Manager APJ

Job ID 309866 Date posted 11/10/2017 Location: Shenzhen, Guangdong

SUSE Customer Success Manager APJ

China: Shenzen or Beijing

Role Description

The SUSE Customer Success Manager (SCSM) plays a key role to manage the delivery of Premium Support solutions to our customers.  SUSE support is based on excellence and is award winning. The SCSM will ensure this continues to improve with regular customer meetings and efficiency in the delivery of the Premium and Consulting services. The SCSM will act as the SAM (Services Account Manager) for all Premium customers in APJ.  This person will work closely with Sales in the field and manage all technical escalations and co-ordinations required for APJ Premium Customers. The SCSM will also help sales to sell new Premium and Consulting Services in APJ. This is a technical management role, reporting to VP of Global Services. Frequent international travel will be a requirement.  Strong English language skills needed.

Key Responsibilities

  • Be able to articulate the key values of SUSE products, solution and strategy
  • Act as main point of contact for assigned customers for all Premium and Consulting Services activities and share information regularly with sales, pre-sales, renewals to ensure we remain joined-up
  • Manage Premium Support delivery in assigned geo to ensure excellence in delivery to its customers and maximise Premium Renewals
  • Sell new Premium Support contracts by working with local sales teams
  • Proactive customer liaison to ensure our customers receive regular contact from SUSE Services and that we fully understand the customer need
  • Ensure the Premium Support Engineers productivity is maximised with regular, proactive customer contact (onsite and remote)
  • Act as first point of escalation for all services related issues in geo and manage crit sits efficiently with clear management updates
  • Manage the training and enablement needs for all Premium Support Engineers
  • Provide the services revenue and bookings forecast
  • Close, trusted relationship to Sales in geo is essential
  • Strong and clear spoken English is essential

Qualifications and Skills

  • Exceptional written and verbal communication skills
  • Proven ability to manage teams remotely and in dispersed locations/countries
  • Ability to maintain a calm and professional approach when working in high pressure technical support environments and critical customer situations
  • Proven ability to work independently and take initiative
  • Experience in working in International environment
  • Proven commercial acumen
  • Extensive experience in high-tech or software company
  • Extensive experience working with Sales, Finance, Legal
  • Advanced computer skills in MS Office plus corporate applications
  • Bachelor’s Degree and/or Applicable Experience

About SUSE

SUSE, a pioneer in open source software, provides reliable, interoperable Linux, cloud infrastructure and storage solutions that give enterprises greater control and flexibility. More than 20 years of engineering excellence, exceptional service and an unrivaled partner ecosystem power the products and support that help our customers manage complexity, reduce cost, and confidently deliver mission-critical services. SUSE is also an active member of many open source communities, such as the openSUSE Project, OpenStack, Ceph, OpenNFV, OpenHPC, and more, to help drive collaboration among global communities to help solve some of the world’s most challenging technology issues.

At SUSE, we set challenging goals for ourselves, then work to meet, and often exceed them. How far can you go with extraordinary colleagues at your side?

For more information, visit

Location: Shenzhen, Guangdong Position Type Full-Time/Regular

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