Customer Success Associate

6 days ago

Bangkok, Bangkok, Thailand Sprout Solutions Full time
 We are searching for the person to join our Customer Success Management team. Successful candidates will find our working environment to be friendly and direct.
 

Reports to:
AVP of Customer Success, PH

Work Setup: Hybrid


 About the Role

As a Customer Success Associate, you will support both the Implementation and Customer Success teams in ensuring an excellent customer experience throughout the client lifecycle. Your primary focus will be to assist with customer support, addressing and resolving client concerns promptly, while also contributing to successful client onboarding and adoption. You will work closely with cross-functional teams including Sales, Product and Engineering to deliver a seamless customer experience.


 Key ResponsibilitiesClient Support & Issue Resolution (Primary Focus)
  • Act as a frontline support for client issues through various channels (tickets, calls, online meetings).
  • Analyze and resolve complex and recurring issues through root cause analysis and collaboration with internal teams.
  • Ensure adherence to service-level agreements (SLAs) and proper use of the escalation matrix when necessary.
  • Collaborate with Product and Engineering teams for issue documentation, bug tracking, and validation of fixes.
  • Maintain accurate documentation and contribute to internal/external knowledge base articles.
     
Implementation Support
  • Assist in the onboarding of new clients by helping with data gathering, documentation, and training sessions.
  • Support implementation project milestones by collaborating with the Implementation Project Coordinator.
  • Help configure basic elements of the system and participate in simulations, UAT, or product walkthroughs.
  • Provide technical advice and support during the implementation period under the guidance of a lead implementer.
     
Customer Success Management Assistance
  • Assist in managing post-implementation touchpoints to drive product adoption and client retention.
  • Participate in renewal preparation, advocacy programs, and upsell opportunity identification.
     
Qualifications
  • 1–2 years of experience in Customer Support or Software Implementation; SaaS experience is a plus.
  • Background in HRIS, Payroll and Timekeeping software preferred.
  • Strong communication and presentation skills in English and Thai.
  • Proficiency in Microsoft Excel and CRM tools.
  • Strong problem-solving mindset, attention to detail, and sense of urgency.
     
Competencies
  • Client-focused with strong interpersonal skills.
  • Adaptable and collaborative; able to work with diverse teams across cultures.
  • Self-starter with the ability to prioritize and manage multiple tasks.
  • Analytical thinker with creative problem-solving capabilities.
  • Ability to document technical issues clearly and accurately.

Office Address:

  • Our office is located at Silom, walking distance from BTS Sala Daeng and MRT Silom stations.

Sprout Solutions provides equal Opportunity Employment and Welcomes applications from all sectors of the society. Discrimination on the basis of race, religion, age, nationality, ethnicity, gender, citizenship, civil partnership status, or any other grounds as protected by law.

Disclaimer

Before we proceed with your application, this is to confirm that you voluntarily give your consent to the following:

  • I intend to apply for a position with Sprout Solutions Inc. 
  • I voluntarily sent my Resume/CV to Sprout Solutions Inc. 
  • I agree to give my consent to my personal and sensitive Information for facilitating my application with Sprout Solutions Inc., In accordance with Sprout Solutions Inc. Privacy Statement and the Data Privacy Act of 2012. 
  • I agree to be contacted by Sprout Solutions Inc. and its 3rd Party Reference provider for the purpose of processing my Job Application.

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