Key Responsibilities:
- Client Relationship Management
- Serve as the primary point of contact for a portfolio of client accounts.
- Build and maintain strong, long-lasting relationships based on trust and collaboration.
- Conduct regular check-ins, Quarterly Business Reviews (QBRs), and onsite visits to ensure client satisfaction and alignment with their goals.
- Portfolio Growth
- Drive account growth through upselling and renewing contracts.
- Identify and present additional solutions and services that align with clients’ evolving needs.
- Customer Satisfaction
- Monitor and enhance client satisfaction by conducting surveys and gathering actionable feedback.
- Proactively address any client concerns to ensure retention and loyalty.
- Collaboration with Internal Teams
- Work closely with the Business Development (BD) team to identify and capitalize on new opportunities within portfolio accounts.
- Provide insights and feedback from clients to improve products, services, and processes.
- Reporting & Documentation
- Maintain accurate records of interactions, client feedback, and performance metrics in the CRM system.
- Prepare reports on account performance, health and client engagement.
Qualifications:
- Bachelor’s degree in Business, Marketing, or a related field.
- 3-5 years of experience in a Customer Success, Account Management, or related role, preferably in tech, SaaS, or consulting industries.
- Strong interpersonal and communication skills.
- Proven ability to manage multiple client accounts and meet deadlines.
- Proficiency in CRM tools and Google Workspace
- Fluent in Thai and English (preferred for a diverse client base).