Customer Success

7 days ago

Pathum Wan, Bangkok, Thailand H LAB Co., Ltd. Full time

Customer Success

As a Customer Success Associate, you will be responsible for ensuring that our customers have a positive experience while using our products or services. You will work closely with customers to understand their needs and provide solutions to any issues they may have. Additionally, you will be responsible for building strong relationships with customers and promoting customer loyalty.

Requirements

  • Bachelor's Degree in Computer Science, Business Administration, Information Technology, or related field.
  • 1-3 years of experience in a customer service or customer success role.
  • Experience in the tech industry is a plus.
  • Highly motivated and results oriented, General understanding of technology solutions.
  • Able to work on weekends and public holidays upon requests.
  • Able to travel when required and provide on-site support as part of a team or alone.
  • Strong interpersonal and communication skills, Excellent problem-solving skills.
  • Ability to multitask and prioritize competing priorities.
  • Knowledge of customer success principles and methodologies.
  • Proficient in Microsoft Office and CRM software.
  • Ability to work independently and as part of a team.

Key Responsibilities

  • Take major responsibility for customers in order to establish yourself as a trusted modern Healthcare platform partner and advisor.
  • Gather information on the customer's business and IT objectives in order to understand and define requirements, values, and goals, and then develop a proposal to support the achievements.
  • Develop and document high-level strategies for accomplishing specific project objectives.
  • Direct the integration, onboarding and educating of our products and services into our customers' environments.
  • Manage multiple stakeholders' engagements and work with associated team members to understand projects, facilitate business process analysis sessions, and develop technology solutions for these teams.
  • Work closely with the customer in collecting client's feedbacks and managing their expectation.
  • Ensure that the customer is up to date on technology and ready to transition to a new Healthcare Management System (HMS), allow HMS adoption and optimize HMS solutions to manage change and grow in the HMS across all solution areas.
  • Assist project team members in managing project workload and productivity by managing change and conflict and developing resource planning estimates.
  • Collaborate with Account Managers to create an overall account plan that maximizes possibilities and generates sales activity with partners and customers.
  • Increase customer lifetime value by defining the customer experience, executing programs to help customers create company value, goal attainment, new features, and use cases, and cooperating across teams to discover and pursue customer growth possibilities.

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