Customer Success Manager

• Oct 2023 - Present

Customer Success Manager

• Sep 2021 - Apr 2023

First Customer Success Manager in the Thailand office and the first member of the team to transition during a restructuring period. My responsibilities included: Partner Retention: Built strong and lasting relationships with key customers and cultivated rapport with partners, resulting in positive reviews on NPS, G2, Gartner, and testimonials. Proactively understood their KPIs, ensured partners see the value of the investment in Insider and successfully drove a 15% improvement in retention rates.Product Onboarding (Web): Increased product adoption, retention rate, and upsell opportunities by conducting panel training, advising on ROI improvement, and selecting best practice use cases for enterprise partners with total value over $100K MRR.Customer Feedback Management: Communicating partner feedback to the dedicated product team to assist in making informed decisions for the product roadmap.Customer Satisfaction Enhancement: Improved customer satisfaction score from 60% to 80% in just 6 months, delivering a seamless customer journey.Data Analysis and Strategy: Utilized Google Analytics (GA), Data Studio, and Google Ads to analyze data and develop effective strategies in quarterly business review meetings.Content Development: Collaborated with the marketing manager to create compelling content for G2, Gartner, and case studies, showcasing successful Insider product implementations.Project Management: Demonstrated strong project management skills, ensuring seamless integration and achieving milestones through effective task delegation. Show less

Operational Account Manager - Thailand Office, 6th Member

• May 2019 - Sep 2021

Drove adoption and utilization of AI-driven marketing software for enterprise accounts, focusing on project management and strategic marketing campaign execution. Responsibilities included providing technical support, acting as a liaison between partners, developers, and internal teams to implement selected campaigns or improve campaign performance. Recognized for outstanding performance and significant impact on the team, selected as a shareowner, representing the only individual in Thailand to receive this honor. Show less

Project Management Intern (Event)

• Aug 2016 - Sep 2016

Internship with Thailand's Ministry of Commerce, assigned to the Department of International Trade Promotion (DITP). Responsible for customer relationships in Bangkok Gems Fair 2016 which was attended by over 2000 companies around the world. Collaborated in writing minister’s English speech. Gained in-depth knowledge of event organizing and the business world by observing government officers and networking with professionals in the trading business. Internship with Thailand's Ministry of Commerce, assigned to the Department of International Trade Promotion (DITP). Responsible for customer relationships in Bangkok Gems Fair 2016 which was attended by over 2000 companies around the world. Collaborated in writing minister’s English speech. Gained in-depth knowledge of event organizing and the business world by observing government officers and networking with professionals in the trading business.

HR Intern

• Jul 2015 - Aug 2015

Assisted HR managers on daily task including keeping the meeting records, translating documents from English to Thai and evaluating internal training results. Initiated focus-group method and young talents program. Assisted HR managers on daily task including keeping the meeting records, translating documents from English to Thai and evaluating internal training results. Initiated focus-group method and young talents program.