thought-machine - Client Success Director (Thai Speaking)

• Client Outcomes & Delivery • Own the end-to-end client success plan from sales support, to implementation through to scale and steady state. • Ensure clients achieve their contracted account volumes within agreed milestones, timelines, and budgets. • Act as the primary point of accountability for delivery outcomes across implementation, upgrades, and ongoing services within the scope of the MSA. • Proactively identify risks to delivery, adoption, or timelines and drive mitigation plans across internal and client teams. • Monitor and analyse client product usage, forecasting key account metrics. • Client Engagement & Governance • Following the Vault Delivery Framework, establish and run robust account governance, including steering committees, operational forums, and executive engagement. • Own CSAT, including measurement, action planning, and continuous improvement. • As part of the governance model and ensuring compliance with Thought Machine Support requirements, define the Target Operating Model for support as early on in the engagement as possible. • As part of being accountable for the client success plan, lead Quarterly Business Reviews (QBRs), demonstrating progress against milestones, value delivered, and forward roadmap. • Build trusted relationships with senior client stakeholders across business, technology, and operations. • Ensure Client production readiness is complete and signed off by all stakeholders for all go live events including upgrades, particularly the issue of SPM’s (Service Procedure Manuals) and the acceptance into support by the Thought Machine Support organisation. • Support & Platform Stability • Act as the escalation point for support issues, ensuring the support organisation resolves defects and incidents in a timely and transparent manner. • Work with the assigned client support lead to track and communicate bug resolution, root cause analysis, and preventative actions to clients. • Work with the assigned client support lead to ensure platform stability and service quality meet contractual and regulatory expectations. • Commercial & Financial Ownership • Own the P&L for all paid services delivered to the client, ensuring services are delivered profitably or within the understood company investment envelope for a specified outcome to assure client success. • Maintain overall services profitability for the client, balancing issue remediation and client satisfaction, delivery quality, cost control, and long-term account value. • Oversee commercials related to professional services, managed services, upgrades, and Statements of Work (SOWs). • Work closely with the CCO office and Finance to forecast revenue, margin, and delivery costs. • Growth & Sales Collaboration • Partner with the Account Director who is accountable for growing the account and expanding white space. • Support sales cycles by articulating and presenting the client journey — from onboarding to scale — tailoring the level of engagement to be as “hands-on” as the client desires depending on the nature of the engagement (client maturity, partner involvement etc.). • Identify expansion opportunities across modules, services, upgrades, and additional volumes to get the client to the contracted volume on the platform. • Contribute to renewals and contract extensions through demonstrated value and strong relationships. • Upgrades & Roadmap Management • Oversee planning and execution of platform upgrades, ensuring minimal disruption and clear client communication. • Being the voice of the client to ensure alignment of client roadmaps and their required regulatory change with product evolution. • Ensure upgrades are delivered on time, within scope, and are commercially aligned.