Sr. Customer Success Manager Iii

Responsibilities:
Tencent is a leading global technology company focused on connecting people and developing innovative products and services that improve the quality of life of people around the world. Founded in 1998 and publicly traded on the Hong Kong Stock Exchange since 2004, Tencent offers a variety of products and services, including leading communication and social platforms (Weixin/WeChat), high-quality entertainment (from video games, music, TV and film, sport and literature), FinTech (WeChat Pay and QQ Wallet) and industry-leading cloud products and services.

The Cloud Center of Excellence team is part of Tencent Oversea IT & Tech Platform. The team will partner with game studios to define and deliver the best cloud and on-premises infrastructure for game production and game runtime.

Based in Paris, France, this person will work closely with the global Overseas and HQ teams to enable/deliver our global CES project portfolio.- Manage relationships with internal and external customers. Building rapport and understanding their business needs. Synthesize these needs and communicate to Engineering and other stakeholders.- Develop a clear understanding of the customers' processes and correlate their challenges and budgets into solutions that meet their requirements- Possess exceptional customer focus and a bias for action; you must work vigorously to earn and keep customer trust while communicating a bold direction that inspires results- Exhibit a passion for operational excellence by solving customer issues while teaching customers to optimize business impact- Develop and execute an operational support strategy that helps our customers grow and succeed.- Drive the onboarding process and ensure successful support in early adoption phases.- Monitor issues submitted to Support and assist with triage or initial response as needed.- Effectively identify common issues or questions, using these to drive training plans or documentation in partnership with the Learning team.- Serve as a point of contact for escalating issues internally and externally, driving collaboration and communication to resolve them.- Facilitate interactions between customers and Engineering, including written responses, in-person visits, or calls.- Proactively identify opportunities to increase adoption or grow usage in assigned accounts.- Track and report on key account health metrics, driving any changes needed.- Collect and synthesize product feedback from clients and partners and liaise with the product team.- Communicate effectively at all levels of the organization, keeping stakeholders informed and delivering high-touch support.- Collaborate well and grow cross-functional and partner relationships.- Liaison as technical frontend, gathering and verifying customer needs and solutions when applicable.

**Requirements**:
BASIC QUALIFICATIONS- 5+ years in account management or customer-facing role- Familiarity with at least one of the public clouds (AWS, Azure, GCP, Tencent Cloud or similar ones)- Good understanding of game publisher/studio processes and the capability of having high-level conversations about means of improvement- Excellent organizational skills, with an emphasis on priorities and goal-setting- Strong communication and presentation skills in both written and verbal forms- Positive and enthusiastic and the ambition to develop both yourself and your team- Ability to adapt and multi-task in a fast and dynamic environment- Can work independently, but you are not afraid to ask for assistance when needed- Fluent in English- Willingness to travel 30-40% worldwide

PREFERRED QUALIFICATIONS- 3+ years leading large technology projects with multiple contributors over many months- 3+ years of technical engineering experience, especially in the gaming industry- Engagement with the global ISP ecosystem, understanding network knowledge- Engagement experience with the global IDC ecosystem- Knows and is willing to operate a global 7x24 tier 1 supporting team- Experience in information security and risk management, including compliance, authentication, federation, encryption, and network security- PMP Certificate