Customer Success (ผู้ดูแลความสำเร็จลูกค้า)

-Identify customers’ needs; clarify their information; research their issues; then provide solutions and/or alternatives to solve their problems and ensure they are deriving value from our accounting software.

-Address customer concerns, troubleshoot technical issues, and collaborate with internal teams to ensure timely resolution, leveraging strong problem-solving skills.

-Identify opportunities to upsell and cross-sell additional features, modules, or services that align with customers' evolving needs and contribute to revenue growth.

-Keep accessible, comprehensive records of all conversations in our customer database.

-Actively manage the renewal process for a large number of existing customers, proactively identifying potential renewal risks and taking appropriate actions to mitigate them.

-Track and analyze customer data, call metrics, and key performance indicators to identify trends, improve customer success strategies, and provide regular reports to internal stakeholders.

-Develop strategies and initiatives to ensure high customer satisfaction and retention rates within a high-volume customer base.

-Identify customers’ needs; clarify their information; research their issues; then provide solutions and/or alternatives to solve their problems and ensure they are deriving value from our accounting software.

-Address customer concerns, troubleshoot technical issues, and collaborate with internal teams to ensure timely resolution, leveraging strong problem-solving skills.

-Identify opportunities to upsell and cross-sell additional features, modules, or services that align with customers' evolving needs and contribute to revenue growth.

-Keep accessible, comprehensive records of all conversations in our customer database.

-Actively manage the renewal process for a large number of existing customers, proactively identifying potential renewal risks and taking appropriate actions to mitigate them.

-Track and analyze customer data, call metrics, and key performance indicators to identify trends, improve customer success strategies, and provide regular reports to internal stakeholders.

-Develop strategies and initiatives to ensure high customer satisfaction and retention rates within a high-volume customer base.

-Experience in success, renewals, or support call center is preferred.

-Proven experience in a customer success or account management role within the high volume SaaS industry is a plus.

-Excellent communication and interpersonal skills, with the ability to handle a large number of inbound and outbound calls while maintaining a customer-centric approach.

-Proficiency in CRM software and customer success tools, with experience in call center software preferred.

-Data-driven mindset with the ability to analyze customer data, call metrics, and trends to make data-informed decisions and improve customer success strategies.

-Results-oriented with a focus on achieving customer success metrics, call volume targets, and renewal targets within a high-volume environment.

-Ability to multitask, set priorities, and manage time effectively.