Customer Success Specialist providing concierge style support for Shure’s European B2B customers and end users. Involves collaboration with Market Development and maintaining customer records in Salesforce.
About the role
- Customer Success Executive leading customer experience at AI routing technology firm in Thailand. Overseeing project health, stakeholder relationships, and operational management across multiple regions.
Responsibilities
- Provides leadership in maintaining healthy projects status from key performance indicators, across all regions.
- Responsible for delivering excellent customer experience to clients as the main point of contact and go-to person for SWAT Mobility
- Data analytics and constantly looking for ways to improve Business As Usual (BAU) projects for customers
- Collaborate with project team members to oversee and supervise the planning and successful delivery of enhancements / changes
- Capable of managing day-to-day operational aspects of the project including bus & logistics operations management
- Liaise with relevant stakeholders to provide corrective activities when project health is poor
- Ensure SWAT Transportation services run smoothly and achieve the required KPIs, including closely tracking driver, vendor and transport operations
- Manage key stakeholder relationships with clients, participating companies, bus operators and other partners
- Manage operational finance and payments
- Passenger & customer service and support. Replying and analyzing passenger feedbacks
- Project related operations, training and testing related tasks as required
- Manage vendor contracting and performance
- Other ad-hoc duties as assigned on a day to day basis
- Renewal and maintain contract for current customers
- Manage 24/7 operations shift duty resources
Requirements
- 3-5 years of customer facing experience for candidates with a Bachelor’s degree related to Information Technology and related
- Good communication skills, and strong stakeholder management abilities.
- Confident to liaise with senior customer stakeholders right down to giving training to end users who might not be tech-savvy
- Proficient in both Thai and English to liaise with Thai-speaking and English-speaking clients.
- Proficiency or able to learn related software tools quickly (JIRA, Notion, Google Gsuite etc)
- Experience of operations in the tech and transport industry would be an advantage
- Basic knowledge in SQL and intermediate knowledge on Microsoft Excel would be an advantage
Benefits
- We encourage work life balance as a company
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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