Customer Success Analyst
2 weeks ago
**Location: Thailand, Bangkok**
**Join Amity**
Working at Amity is an exciting opportunity to step up your career and work in one of the coolest and fastest-growing tech scale-ups in the market.We are backed by leading VCs and we raised more than $30M to date. Since our founding in 2020, we went to 4 to 250+ employees (with over 27 nationalities ), 1 to 4 offices (Bangkok, London, Milan and Miami) and 0 to 100+ global clients, including leading companies such as Unilever, Pernod Ricard, Air Asia, Kaizen Gaming and more.
Our platform - the Amity Social Cloud - allows companies to easily transform their existing apps into social networks by adding ready-to-use social components such as chat, like buttons, user profiles, social feeds and video stories. We enable brands to maximize the potential of their digital platforms and to build stronger relationships with their clients by launching, growing and engaging digital communities.
**Your impact**:
Based on business intelligence, you will take the lead in the competition. You'll be able to extract information from massive amounts of data. These insights help Amity and our clients invest in the proper growth strategies, navigate new business opportunities, and identify the most efficient management methods.
**Your day-to-day responsibilities**:
As a Customer Success Analyst, you will partner closely with all existing Chatbot customers to ensure we are enhancing the end-user experience by supporting the goals of chatbot use.
You will build and maintain strong professional relationships with our chatbot customers by supporting the Customer Success Manager (CSM) and Account Manager (AM) to coordinate operational tasks.
- Provide consultative guidance on data management and data governance-related principles within the chatbot platform while also inputting external client proposals when necessary
- Develop conceptual data models to improve processes and add strategic value to the business
- Focus on joining up the necessary stakeholders across departments to address gaps and pain points in data journeys
- Work with Client, Partners, and engineering team to consult on data usage across their client portfolio
- Work with AE to cross-sell and deliver on data projects for key clients, growing revenue and producing case studies to promote Amity products
- Create automated data reports to inform business units, including documentation, toolkits, and FAQ guides
- Train and mentor teams in data input (Intents and Entity)
- Ensuring data management and governance to maintain data integrity.
- Write business reviews and look at analytics data to suggest improvements
- Run and report on our customer feedback process
- Answer customer inquiries, provide consulting support, and loop in relevant colleagues for technical requests where necessary
- Feed insights and customer feedback into product teams
**Your ideal profile**:
- 3+ years experience working in a client-facing role; Customer Success team / Support team preferably from SaaS / IT product companies
- Past work experience in an account management role within a software technology (preferably SaaS) organization.
- Excellent written and verbal communication skills are a must.
- Ability to work unsupervised in a remote environment. Able to build and develop relationships at all levels of an organization.
- Competitive drive and determination Customer advocate - be a voice of the customer to the company.
- Exceptional attention to detail is required to ensure accuracy and effective execution of all projects and tasks undertaken
- Strong interpersonal skills Strong problem-solving skills Self-starter with a strong work ethic Travel Required
**What’s in it for you**:
LI-SP1
LI-HYBRID
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