H LAB - Senior-Level, Full time - ปทุมวันกรุงเทพมหานคร
1. Customer Operational Account Management:
Focusing on establishing and maintaining positive client relationships from an operational to strategic perspective. The incumbent will utilize client relationship management skills to maintain and renew exiting contracts, as well as to obtain additional revenue within the assigned account workload.
Take ownership of customer’s operational needs and steward throughout organization as required.
Identifying and recommending resolutions to all Customers’ issues enabling the Customer to place 100% of Customer’s business on Company’s products and Services.
Manage Customer Success team to support and deliver great solution to maximize benefits of customer and company
On-going support for advanced or escalated questions/issues/problems.
Continuously seek opportunities to increase customer satisfaction and deepen client relationships, revenue, profitability, and loyalty.
Act as a product expert and assist clients in achieving maximum benefits through consultation, training and analysis for the Company’s customers.
Communication of all system enhancements.
Prepare clients for upcoming releases and ensure they are current on available functionality and how it can meet their needs.
Adherence to Internal and Industry Risk and Compliance rules and responsibilities.
Responsible for assuring the Company’s compliance with its obligations under the Partner Agreement and the Service Level Agreement as it relates to his/her customers.
Maintain understanding of market and industry dynamics, including applicable regulations.
2. Project Management:
Develop and document high-level strategies for accomplishing specific project objectives.
Support project team members, manage change and conflict, and develop resource planning estimates to manage project workload and productivity.
Build client relationships, discuss delivery of services, improve communications and set expectations by coordinating contract deliverables, and meeting and exceeding expectations by anticipating client’s needs with a proactive approach.
Review and recommend changes to Business Process Flow as appropriate to maximize the efficiency of the application and functionality.
Develop project implementation plans and timelines for multiple complex orders in conjunction with the Sales team and the customer.
Proven working experience as a Customer Success Manager, IT Project Manager or any related customer-facing experience in at a managerial level (minimum 3 years)
Strategic mindset and analytical skills, an ability to develop frameworks, leverage on tools to help structure operations and facilitate stakeholder alignment
Technical experience, with a strong ability to speak to technical customers fluently
Fast-learner, ability to strive in a fast-paced environment
Strong organizational and people management skills
Effective and productive collaborator to drive cross-functional initiatives
Excellent communicator with strong presentation skills
In depth understanding of and experience in ITSM and Incident Management process
Minimum 2 years experience with software development projects using SDLC or Agile methodology