Job Description: Customer Success Manager
About Our Company:
K-LINK is a leading cloud communication platform provider specializing in delivering Omnichannel Contact Center and Unified Communications solutions. With our headquarters located in Singapore, we are actively operating in the dynamic Southeast Asia market. Our primary focus is to empower businesses with innovative and efficient communication tools to enhance customer engagement and drive success.
Job Location: Bangkok, Thailand
Job Summary:
We are seeking a talented and motivated Customer Success Manager to join our team in Bangkok, Thailand. As a Customer Success Manager, you will play a crucial role in ensuring the successful onboarding of new clients, providing exceptional support to existing clients, and building strong relationships to ensure client retention. You will be a key point of contact for our clients, and your expertise in digital products such as CRM, MarTech, and Contact Center solutions will be instrumental in delivering excellent service and value to our valued customers.
Key Responsibilities:
- Onboarding: Guide and assist new clients through the onboarding process, ensuring a smooth and efficient implementation of our cloud communication solutions to meet their specific needs and objectives.
- Client Support: Provide exceptional support to existing clients, promptly addressing their inquiries, resolving issues, and offering proactive solutions to enhance their experience with K-LINK's products and services.
- Digital Product Knowledge: Possess a deep understanding of digital products, including CRM, MarTech, and Contact Center solutions, in order to effectively communicate their features, benefits, and use cases to clients.
- Relationship Management: Cultivate strong and lasting relationships with clients, becoming a trusted advisor and advocate for their business needs. Continuously engage with clients to understand their evolving requirements and identify opportunities for growth and upselling.
- Customer Retention: Proactively work towards client satisfaction and retention by anticipating potential challenges and addressing them before they become critical issues. Regularly conduct check-ins to ensure clients are deriving maximum value from our solutions.
- Cross-functional Collaboration: Collaborate with sales, marketing, and technical teams to ensure seamless customer experiences, aligning efforts to achieve overall business objectives.
- Performance Tracking: Monitor customer success metrics and KPIs, analyzing data to identify trends and areas for improvement. Provide regular reports to management on client satisfaction, usage, and feedback.
- Continuous Learning: Stay up-to-date with industry trends, new product features, and best practices in customer success to enhance your skills and knowledge.
Requirements:
- Bachelor's degree in Business, Marketing, Communication, or a related field.
- Proven experience in customer success, account management, or a similar client-facing role, preferably in the technology industry.
- Strong digital product knowledge, particularly in CRM, MarTech, and Contact Center solutions.
- Excellent communication, interpersonal, and presentation skills to effectively engage with clients at all levels.
- Proactive problem-solving abilities with a strong focus on customer satisfaction.
- Ability to work collaboratively in a fast-paced, dynamic environment.
- Fluency in English and Thai languages, both written and verbal.
- Availability for occasional travel, as required.
If you are passionate about driving customer success, thrive in a dynamic and diverse team environment, and have a keen interest in digital products and technologies, we invite you to apply for this exciting opportunity to make a significant impact on our clients' businesses and contribute to K-LINK's growth in the Southeast Asia market. Join us as a Customer Success Manager and be part of an innovative and forward-thinking organization dedicated to revolutionizing cloud communication solutions.
Please submit your resume/CV along with a cover letter highlighting your relevant experience to hr@klinkenterprise.com or Apply through our Linkedin Page. We appreciate your interest in joining K-LINK, and we will reach out to shortlisted candidates for further evaluation.
