I’m Now Capable To Support My Peers and Foster Their Growth

Karen never expected her journey at TS Cloud would lead to becoming a Customer Success Manager. Seven years later, she now leads a high-performing team of eight. Discover what drives her long-term commitment and her take on our company’s growth in this exclusive interview.

What Is Your Role and Mission at TS Cloud?

When I first joined, I served as a Sales Executive.

My primary responsibility was the sales of Google Workspace and Google Cloud Platform (GCP) solutions. This involved identifying customer requirements through teleconsultations and providing tailored services to meet their needs. Occasionally, I would conduct on-site product presentations and user training at client offices. Beyond sales activities, I also managed routine operations such as renewals, license expansions, and customer support.

In the mid-term of my career, I transitioned into the role of Sales Manager

In 2022, I took on the significant responsibility of leading the Sales Department. My role involves managing all departmental operations, including new business development, existing account management, recruitment and interviewing, as well as overseeing the entire onboarding and enablement process for new hires.

Currently, I serve as the Customer Success Manager (CSM)

To adapt to various changing factors, the company underwent an organisational restructure, separating the management of new business from existing accounts. Since the second half of 2024, my primary focus has shifted to managing existing account retention—elevating service quality and customer satisfaction, ensuring clients fully utilise the products, and providing comprehensive service support.

What did your career look like before you transitioned to TS Cloud?

I previously worked in the arts industry, focusing on design and exhibition management. At the time, due to a lack of formal handover, I had to figure out and master every aspect of the job on my own within a very short timeframe. From various design tasks to the final exhibition planning and vendor coordination, I had to find my own solutions. If I didn’t understand something, I searched for answers online or in books; if I still couldn’t resolve it, I sought advice from vendors or seniors. This experience provided me with numerous learning opportunities and allowed me to grow rapidly within a completely new field

What was the primary reason you decided to join TS Cloud?

I spent about four years in my previous role, progressing from self-learning to full proficiency. Eventually, as the projects and responsibilities became largely repetitive without new challenges or growth opportunities, I began exploring other career paths. Since my previous job occasionally required cold outreach and presenting artworks to new clients, I was drawn to a sales opening at TS Cloud that I found online. After researching the company and finding that the job scope and corporate culture resonated with me, I submitted my application. The interview process was very positive; despite my lack of prior sales experience, the company was willing to give me an opportunity, and I decided to join TS Cloud following the discussion

Clearing the Path: Ensuring My Team Can Lead Without Worry

As a Manager, what is your management philosophy?

1. Team Cohesion
   I believe that team cohesion, a sense of psychological safety, and open communication are essential. My goal is to serve as a reliable backbone for the team, offering assistance whenever it is needed. We encourage everyone to raise issues openly during our weekly meetings so that we can communicate and resolve them together. This ensures our team operations become increasingly seamless, fostering collaboration and alignment toward our goals. By providing this flexibility and support, I empower our sales team to drive forward on the front lines with full peace of mind.
2. Focus on the Issue, Not the Individual
   No one is perfect, so I strive to maintain an objective perspective to identify everyone’s unique strengths. When issues arise, my priority is problem resolution rather than assigning blame to subordinates. I want everyone to be able to learn from their mistakes and avoid repeating them. To achieve this, I do my best to remain calm and rational to ensure tasks are handled correctly and effectively. (Though, I must admit, I still get frustrated when the same mistake happens after multiple reminders!)

What is your personal vision and the goals you aim to achieve here?

During my tenure at TS Cloud, I hope to further mature my leadership and management capabilities and aspire to be a positive role model for my team.

The Real Secret to Growth: Finding the Right People and Place

What do you find most fulfilling about this role?

In the early stages, my greatest sense of accomplishment came from acquiring new customers. Even when facing competition during negotiations, seeing a client choose TS Cloud because of my service or because I solved their critical pain points was incredibly rewarding. Now, as a manager, my fulfillment comes from providing support and guidance whenever the team needs it—resolving complex issues and leading everyone to hit our revenue targets through collaboration (such as achieving SMB or company retreat goals). Establishing team protocols to ensure smooth departmental operations is also something I find deeply rewarding.

What do you consider your greatest takeaways from joining TS Cloud?

1. By working alongside such brilliant and capable colleagues, I have discovered so many new possibilities. I’ve realised that tasks can be approached in entirely different ways and that challenges can be viewed from diverse perspectives. Observing and learning from how others achieve excellence has been an invaluable part of my journey.
2. With offices in Malaysia and Japan, the company offers opportunities for international business travel, allowing me to gain insights into the working cultures and practices of different regions.

Is there a colleague in the company whom you particularly admire?

In addition to Jin Sheng’s impressive technical expertise (hard skills), I truly admire his soft skills as well. As for Sylvia, her intelligence and sharp logic allow her to clearly deconstruct and analyse complex issues; it seems as though no problem is too difficult for her to solve.

How would you describe TS Cloud as a company?

1. Agility and Fast-Paced Dynamics
   Given that we operate in the Cloud and IT industry—a sector characterised by constant updates—the pace is exceptionally fast, requiring us to stay current at all times. Consequently, TS Cloud is a dynamic and high-speed organisation that excels at adapting to various changes.
2. High Flexibility and Direct Communication
   We maintain a high degree of flexibility and a culture of radical candor. If there are areas for improvement, we communicate them directly; conversely, exceptional work is celebrated with high praise. Our communication is straightforward rather than circuitous, and we maintain a flat organisational structure. Consequently, it’s important to stay resilient and not take constructive feedback personally.

In Your View, What Are The Company’s Strengths and Weaknesses?

The Strengths

1. A comfortable office environment—the standing desks, in particular, are excellent. They allow me to switch to standing mode at any time, which helps alleviate the health concerns associated with sitting for prolonged periods in the office.
2. Smart working methodologies. The company’s tools and operational models are highly digitised, automating many manual processes and eliminating time-consuming, redundant steps.

Areas for Improvement

1. The office only has a small refrigerator without a freezer compartment… sometimes when we want to store items, there isn’t enough space.
2. We are required to rotate cleaning duties for the office environment, which occasionally includes cleaning the restrooms and disposing of the rubbish. Personally, I would love it if we could hire a professional cleaning service.
3. Because the company moves so quickly, the flip side is that projects are sometimes halted midway through. This can result in feeling that our previous efforts were for naught.

Karen’s seven-year journey at TS Cloud—from Sales Executive to Customer Success Manager—perfectly mirrors the company’s own growth. More than just a high-performer, she has become a cornerstone of the organization. Her career is a testament to the fact that with the right support, there is no limit to what one can achieve. As she looks ahead, Karen remains a vital part of our future, ready to take on the next chapter of challenges and opportunities.