Project Manager
4 weeks ago
This position will be based in the ESB zone.
We are looking for an experienced Project Manager or Account Manager to ensure 100% fulfillment for allocated clients
Who you are and whom we’re seeking:
- You are a partner for our customers. You are a business partner for our customers, not an order taker. You are creative in your approach, managing and growing existing accounts by creating value for our customers. You can be firm when needed, and are sophisticated in doing so. With the best interest of our customers at heart, you are direct and value-centric.
- You are an advocate for our workers. You are the voice of our workers who decided to join our platform and serve our clients. Being the eye on the ground, you hear and listen to what workers are thinking about, and are that feedback loop to the platform to make workers’ life better.
- You are naturally detailed and organized. In both your professional and personal life, you are the person at the center of organizing things. You know the best ways to do things, but are not super rigid where your mind breaks if a C doesn’t follow A and B.
- You love action. You are agile and are comfortable in high-pressure and fast-paced environments, and are open to working on a variety of different tasks. Your passion for action means you are on top of your game - no one needs to chase you for updates.
- You are a detective. You have a passion for problem-solving, with a strong ability to recognize flawed processes or a trend in issues and build scalable solutions. You are obsessed with getting to the root cause and not accepting “just because it’s always been done like that”. You can clearly articulate the right questions to stakeholders and customers to understand the core issues. You can view things from both 10,000 feet, and 10 feet, zooming in and out quickly. You can piece a puzzle together to bring meaning to it.
- You are an exceptional communicator. Leveraging your true detective skills, you are able to digest and explain complex information with ease. This also means you are able to communicate to all levels of stakeholders, be it verbally via a presentation or in writing, Thai and English. You project your ideas and plans with clarity and precision.
Delivering service excellence to our customers at Workmate:
Each client has unique needs, and this is where the Project Manager steps in. You will be the client’s trusted advisor, providing technical and operational guidance to help them effectively leverage our products and drive maximum impact for their business, while keeping the projects on track and driving Workmate’s time to value. Fundamentally, you will be managing and maintaining both commercial and operational excellence for our clients.
- Orchestrate our operations:
- Lead as well as delegate daily operations tasks, making sure your team is at their absolute best and that we fulfill our client’s requirement within the committed timeline.
- Ensure that time sheets and reconciliations are approved within allocated deadlines, and consequently guarantee that worker payments and client invoices are delivered accurately and promptly.
- Be the ambassador in driving process improvement activities so our team can work and communicate more effectively and efficiently.
- Be the main point of contact on day to day activities for the client, solving problems on the ground and escalating them to the related department whenever support is needed.
- Own service delivery and aim for top class performance, including 100% fulfillment rate on client requests, excellent client satisfaction and cost effectiveness operations.
- Lead, guide and coach your team of client-dedicated supervisors as well as be the hiring manager for future team members so that we are always on the ready for both current and future projects.
- Be a team player and give full cooperation in assisting in other job-related duties as assigned.
- Client implementation:
- You are the leader of the account, driving alignment within the client and our internal team to ensure smooth implementation, as well as solving issues, if any, to set up the account for success.
- Train and ensure the adoption of our technology.
- Work with the product team to fully understand potential limitations to implementation.
- Work with marketing and operation teams to improve our on ground experiences for our clients and workers.
- Continuously work to anticipate clients’ needs based on historical and current business activities and knowledge of client markets.
- Maintain a high level of customer satisfaction through regular communication and business reviews with the client.
- Create strong relationships at multiple levels of the client’s organization in order to gain a deep understanding of their needs as well as to leverage our champions within that company.
- Responsible for creating an excellent customer experience as measured by the NPS scores.
- Grow usage:
- Map out the entire client opport
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