Job Summary:

The Customer Success Account Manager (CSAM) is responsible for ensuring customers achieve maximum value from Superhub’s managed services through proactive engagement, structured communication, and continuous improvement.

The role covers different customer segments (Enterprise, SMC/SMB) and service focuses (including Training & Adoption).
Customer assignment and focus area will be determined based on business needs, customer profile, and individual strengths.

The CSAM acts as the primary service owner and customer advocate, coordinating internal teams to deliver a high‑quality managed service experience.

Roles and Responsibilities:

1. Customer Engagement & Relationship Management

• Act as the primary point of contact for assigned customer accounts

• Build trusted relationships with key customer stakeholders

• Conduct onboarding sessions, regular service reviews (monthly / quarterly), and follow‑ups

• Maintain clear communication channels and action tracking

2. Service Delivery & Coordination

• Coordinate with Technical Support, NOC/RMM, and Service Delivery teams

• Monitor service performance, ticket trends, and operational issues

• Support incident communication and follow‑up improvement actions

• Ensure customer expectations align with agreed service scope

3. Advisory, Best Practices & Adoption

• Provide best‑practice guidance for Microsoft 365, Azure, Security, and managed services

• Identify usage gaps, recurring issues, or optimization opportunities

• Recommend practical improvements to enhance stability, security, and productivity

• Support customer adoption through guidance, documentation, or training coordination

4. Training & Enablement

• Deliver customer training sessions (online or onsite)

• Support onboarding and adoption workshops

• Prepare or maintain training materials, guides, or presentations

• Promote training programs and best practices to customers

5. Reporting & Continuous Improvement

• Prepare service summaries, review decks, or customer reports

• Track service improvement actions and outcomes

• Collect customer feedback and satisfaction indicators

• Represent customer feedback internally to improve service quality

We are looking for:

• Diploma or Degree in IT, Computer Science, or related discipline

• Microsoft certifications (MS‑900, AZ‑900, MS‑102) are an advantage

• Experience in IT support, managed services, customer success, service delivery, or training

• Experience in MSP or customer‑facing technical roles is highly preferred

• Strong communication and customer‑facing skills

• Ability to explain technical topics to non‑technical users

• Good coordination and problem‑solving abilities

• Comfortable working with multiple internal teams

• Good command of English and Cantonese

Benefits:

• Annual leave, birthday leave, work anniversary leave, examination leave, and other welfare leaves

• Attractive remuneration package

• Staff buddy Program and regular team-building activities

• Continuous sponsorship for the latest cloud technologies training

• Opportunity to advance your knowledge and expertise in cloud technologies

Who are we?

• Employer of Choice Award and Innovative Technology Deployment Award Winner

• Top Award of Microsoft Cloud Solution Provider Direct Partner

• Best Managed Service Provider Partner

• Largest Cloud Hosting business in Hong Kong since 2008

• Mission to empower customers to #WORKSMARTER with cloud solutions and IT services

• Workplace encourages passion, efficiency, judgment, involvement, and development

Join our team and be part of our success story! Apply now and take your career to new heights in the exciting world of cloud technologies.

Interested parties, please send your latest resume with present and expected salary by clicking APPLY NOW. All applications will be treated in strict confidence and for recruitment purposes only. Only shortlisted candidates would be contacted.