Responsibilities

Create our SaaS clients onboarding and client growth function, in terms of structure, processes and resources, building up a team in line with the growth of our business, for both EIQ SaaS and EIQ Market Insights. Specifically, this role will be doing:

• Plan all aspects of our SaaS client onboarding and client growth strategy in conjunction with all stakeholders. Set a clear mission and deploy strategies focused towards that mission

• Take ownership of customers issues and follow problems through to resolution. Develop service procedures, policies and standards

• Keep accurate records and document customer service actions and discussions.

• Able to Analyze statistics and compile accurate reports

• Improve customer service experience, create engaged customers and facilitate organic growth

• Determine priorities to create structure and call out gaps based on client expectations and business impact

• Define every aspect of the client experience and work with all stakeholders to ensure that the clients' and user experience is nothing less than perfect

• Work with each of the IQ Product Managers to identify opportunities to improve the SaaS experience of our products

• Work with the Product Marketing Manager, our training manager and each of the IQ Product Managers to build out the training material, user support material, onboarding and offboarding SOPs, etc.

• Work with the commercial teams to optimize our GTM strategy

• Define how we help our clients grow their ecommerce business across multiple channels faster on aCommerce than on any other platform, taking full advantage of our suite of products

• Work with the marketing teams to optimize our message and to acquire new, high-value clients.

• Work closely with the Client and Application Support teams ensure a flawless client and user experience

• Identify possible risks and take measures to prevent these and escalate if needed

• Keep ahead of industry's developments and apply best practices to areas of improvement

• Control resources and utilize assets to achieve qualitative and quantitative targets

• Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment

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Qualifications

• Bachelor Degree, MBA or any related field

• Fluent in English & Thai, both spoken and written

• At least 2 Years' experience with managing client operations, client expectations and client success As, ideally in a SaaS context or someone from Key Account Management.

• Proven, strong communication skills at senior and junior levels, with commercial, customer support, product, engineering, and marketing teams

• Good Excel skills (Pivot, V-lookup), understand and be able to process data, visualize, map, and investigate big data

• Ability to articulate complex technical concepts in easy-to-understand for non-technical users and clients

• Good problem-solving and analytic skills

• Excellent attention to detail – we love our clients

• Willingness to 'get hands dirty' – we are still a start-up

• Strong interpersonal, negotiation, and decision-making skills