kong - Senior Technical Customer Success Manager - Thailand
Requirements
• Bachelor's degree in Business, Computer Science, or a related field. • Proven experience in a customer-facing role, such as Account Management or Customer Success, preferably within a B2B SaaS environment. • Demonstrated expertise in Customer Relationship Management (CRM) and a deep understanding of customer engagement methodologies. • Strong analytical skills with the ability to perform Data Analysis and Data Management to derive actionable insights. • Excellent Business Communications skills, both written and verbal, with the ability to articulate complex information clearly and concisely. • Experience with Change Management principles and guiding customers through transitions. • A strong passion for delivering exceptional Customer Experience (CX) and driving Customer Satisfaction. • Familiarity with Product Management concepts and the ability to articulate product value. • Proven ability in Program Management and Project Management, with experience managing multiple initiatives simultaneously. • Understanding of Sales Management principles and the ability to identify growth opportunities. • Basic understanding of Technical Support processes and ability to troubleshoot common issues.
Responsibilities
• Develop and execute strategic account plans to drive customer retention, growth, and advocacy. • Proactively engage with customers to understand their business objectives, challenges, and technical requirements. • Act as a trusted advisor, guiding customers through change management initiatives and product adoption processes. • Monitor customer health, analyze usage data, and identify opportunities for process improvements and increased value realization. • Collaborate cross-functionally with sales, product, and technical support teams to address customer needs and resolve complex issues. • Leverage strong business communication skills to conduct effective presentations, workshops, and business reviews with executive stakeholders. • Contribute to the ongoing development and refinement of customer success strategies and best practices. • Drive customer satisfaction through exceptional customer experience (CX) and proactive relationship management. • Identify opportunities for upselling and cross-selling, working closely with the Sales Management team. • Manage and prioritize multiple customer engagements and projects concurrently, demonstrating strong program and project management capabilities. • Provide technical support guidance and escalation management when necessary, ensuring timely resolution.
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