We are seeking a highly skilled and motivated Customer Success Manager (CSM) to join our dynamic team. As an innovative IT company, we understand the importance of delivering exceptional customer experiences and ensuring the success of our clients. Your purpose is to engage, create, and retain customer value throughout the customer's life cycle. We are looking for an individual who possesses a unique blend of technical expertise and strong business acumen to drive customer satisfaction, retention, and growth.
Key Product Area: Cloud and Hybrid Cloud, Security, Collaboration Suite, Enterprise Infrastructure, Governance, Risk, and Compliance (GRC)
Similar Roles: Account Manager, Pre-Sales, Product Specialist, Business Development, Product Owner, Solution Specialist
What you will do:
- Serve as the primary point of contact for assigned customers, building strong relationships, and acting as their trusted advisor.
- Understand customers' business goals, objectives, and challenges to provide tailored solutions that align with their needs.
- Collaborate with the sales team during the onboarding process to ensure a smooth transition from the sales cycle to customer success, setting clear expectations and objectives.
- Conduct regular business reviews with customers to review their key performance indicators (KPIs), address concerns, and identify opportunities for upselling or cross selling our products and services.
- Proactively monitor customer health metrics, including usage data, customer satisfaction scores, and renewal dates, taking timely actions to mitigate risks and prevent customer churn.
- Provide technical guidance and support to customers, troubleshooting issues, and working closely with the technical teams to ensure prompt and effective resolution.
- Develop and deliver training programs, webinars, and workshops to enhance customer product knowledge and usage, maximizing the value they receive from our solutions.
- Collaborate with internal stakeholders, such as product management and development teams, to gather customer feedback, communicate enhancement requests, and contribute to the continuous improvement of our products and services.
- Stay up-to-date with industry trends and best practices in customer success management, technology solutions, and related fields, and apply this knowledge to drive customer success strategies.
We will require you to have:
- Proven experience in a customer-facing role, preferably as a Customer Success Manager, Account Manager, or similar position within the IT industry.
- Strong technical acumen, with the ability to understand complex technical concepts and communicate them effectively to non-technical stakeholders.
- Demonstrated business acumen, with the ability to understand customers' business challenges and goals and provide strategic solutions that drive value and growth.
- Excellent communication and interpersonal skills to build rapport with C-Level, customers and collaborate effectively with internal teams.
- Strong problem-solving and analytical skills, with the ability to gather and analyze data to identify trends, risks, and opportunities.
- Proactive and customer-focused mindset, with a passion for delivering exceptional customer experiences.
- Project management skills and the ability to manage multiple customer accounts simultaneously.
- A customer-centric mindset, with a genuine desire to help customers achieve success and exceed their expectations.
Perks and Benefits
- Flexible working hours, flexible working location including work from home options
- Travel cost support
- Access to tools and knowledge of leading technology and communities
- Opportunities to work with leading Thai and international company
- Medical coverage and life insurance
Base Working Location
MRT Samyan
Job Level
Middle - Senior Level (5Y - 8Y+ Experience)
Job Roles
60% Self-contributor
40% Team leadership
If you are a motivated and customer-oriented professional looking to make a significant impact on our clients' success and drive customer retention, we encourage you to apply. Please submit your resume and a cover letter outlining your relevant experience and why you are the ideal candidate for this position.