Location
Beijing, China
Company
Kaspersky provides cybersecurity products and services for enterprise customers.
What you will do
•Manage customer success activities for assigned enterprise accounts, maintaining strong relationships with technical, management, and executive stakeholders.
•Understand customer information security infrastructures, architectures, business processes, roadmaps, and planned changes.
•Identify dissatisfaction and renewal risks, coordinate mitigation actions, and support retention, expansion, upsell, and cross-sell opportunities.
•Coordinate Kaspersky, customer, support, product management, R&D, sales, and subject matter expert resources to resolve technical issues and deliver agreed outcomes.
•Represent customer needs through technical issue tracking, feature requests, structured feedback, and business cases for product improvements.
•Coach junior team members and contribute to Customer Success processes, playbooks, best practices, and service improvements.
Requirements
•Degree in Information Technology, Information Security, Computer Science, or a related field, or equivalent professional education.
•At least 3 years of experience in Customer Success or Renewal Sales and at least 7 years in Customer Support, Professional Services, or Presales.
•Expertise in enterprise information security, practical cybersecurity, security monitoring, networking, IT/IS architectures, and security product integrations.
•Understanding of enterprise security strategies, hybrid and multicloud environments, regulatory requirements, risk management, and cybersecurity standards.
•Professional written and verbal English and Mandarin Chinese are required.
•Strong presentation, communication, analytical, problem-solving, prioritization, multitasking, and customer escalation management skills; readiness for flexible and on-duty hours and business travel.
Nice to have
•Information security certification such as CISSP, CISA, CEH, SSCP, or an equivalent qualification.
Culture & Benefits
•Cross-functional collaboration with Customer Success Engineering, Product Management, Support, Sales, R&D, and regional APAC teams.
•Opportunities to coach junior colleagues and improve Customer Success practices and playbooks.
•Flexible working hours and business travel as required by customer engagements.
Hiring process
•HR interview.
•Meeting with the hiring team and interview with the regional APAC team.
•Offer stage and reference check.
