The Customer Engagement Manager role is a key competitive differentiator for IDC’s solutions and requires a dynamic, self-starter who is highly customer-centric and possesses strong leadership skills. In this position, the Customer Engagement Manager, will work with IDC's IT Supplier clients to proactively monitor usage and drive continued user adoption. This is a highly visible, fast paced, and dynamic position that plays a core part of IDC’s strategy.

This role will be focused on positively influencing customer usage to achieve retention and growth.  The successful candidate will ultimately be responsible for monitoring account usage and customer adoption in a post-sales capacity for a large group of accounts. The Customer Engagement Manager will also work with IDC’s internal Customer Service On-Demand team to resolve customer inquiry. Amplify your career with the world's most recognized leader in IT research and advisory services and join a dynamic environment where your passion for customer experience is expected and appreciated!

Why IDC?

IDC is the most respected global technology market research firm.  We are changing the way the world thinks about the impact of technology on business and society. Our people, data, and analytics create global technology insights that accelerate customer success. IDC was recognized by the Institute of Industry Analyst Relations (IIAR) as the 2023 Analyst Firm of the Year for delivering critical, timely insights in coordinated efforts around the world, during a time when our customers faced unprecedented challenges.

Our collaborative, innovative and entrepreneurial culture is the perfect place for you to discover your future! We are just getting started!

Responsibilities:

• Partner with internal stakeholders and clients to deliver high-value outcomes and experiences, and predictable growth for the business
• Proactively monitor and manage a list of up to 125 accounts to drive high user adoption
• Gauge customer engagement levels and find creative solutions to drive deeper value
• Ensure your clients have the required IDC resources to achieve success
• Serve as the primary contact for the onboarding of new customers, and training
• Understand customer outcomes through ongoing collection and analysis of data and feedback
• Work with internal partners on customer feedback management and reporting
• Be part of interactive, online chat with clients

Qualifications:

• Bachelor’s Degree is preferred or equivalent experience
• Ideally 3+ years of experience in customer success, account management, or business development
• Proficient in written and spoken English, Mandarin. Proficiency in Korean is an added advantage.
• Impressive executive presence and communication abilities
• Excellent time management and ability to manage priorities
• Passion for technology and experience working for or with technology suppliers
• Ability to communicate with professionals at all levels within an organization
• Experience creating structure in ambiguous situations and designing effective processes
• The role will be based in IDC Malaysia office. Hybrid role.