TH Customer Success Lead

With the mission of "Unleashing the potential of the manufacturing industry," CADDi strives to create a world that can realize each manufacturer’s strength to create a flat, non-hierarchical relationship between customers and manufacturers.

We are challenging to transform the entire manufacturing supply chain from both upstream and downstream and to create an infrastructure that encourages companies with global potential to grow.

We welcome those who can share CADDi's mission, vision, and culture.

We are looking for an experienced Customer Success Manager for our B2B SaaS Product, “Drawer”, to lead and build up our field sales team.

The members in the position will be responsible for building operations in Thailand and leading a customer success team, developing strategies to maximize customer satisfaction and retention, and fostering strong relationships with our customers.

If you're passionate about customer success and ready to make a significant impact on our startup's growth, we invite you to join us and lead our customer success efforts to new heights.

JOB RESPONSIBILITIES

· Pre-Sales activity as a team:

o Work closely with Field Sales member and provide trial or demo experience to enhance sales activities

o Analyze customer pain point and consider and introduce potential use case to solve their problem

· Customer Onboarding:

o Lead the onboarding process for new customers, ensuring a smooth transition and understanding of our manufacturing solutions.

o Collaborate with cross-functional teams to provide training and resources to customers..

· Account Management:

o Build and maintain strong, long-lasting relationships with key customer accounts.

o Understand customers' unique needs and challenges, and work to align our solutions with their goal.

· Customer Engagement:

o Proactively engage with customers to gather feedback, address concerns, and identify opportunities for improvement.

o Organize regular check-ins and reviews to assess customer satisfaction and product performance.

· Product Knowledge:

o Develop an in-depth understanding of our manufacturing products and services.

o Stay updated on industry trends and best practices to provide valuable insights to customers.

· Renewals and Upselling:

o Manage customer renewals and proactively identify opportunities for upselling or cross-selling our manufacturing and drawer solutions.

· Partnerships and Alliances:

o Identify strategic partnerships and alliances that can enhance our market presence and customer acquisition efforts.

· Reporting and Documentation:

o Maintain detailed records of customer interactions and feedback.

o Provide regular reports and updates to leadership on customer success efforts and outcomes.

· Other general project management

o Set and execute team goals and metrics (KGI/KPI)

o Coordinate department projects to meet deadlines

o Research and discover methods to increase customer engagement

o Build an open-communication environment for your team

o Monitor progress and submit performance reports

Qualifications

· Proven 10-year work experience as field sales representative, especially in B2B Software sales

· Hands on experience with CRM software and MS Excel

· In-depth understanding of the sales administration process

· Excellent interpersonal and team management skills

· Strong analytical, leadership and organizational skills

· Numerical abilities and problem-solving attitude

· Analytical and creative thinking

· Exquisite communication and interpersonal skills

· Strong phone presence and experience dialing dozens of calls per day

· Excellent verbal and written communications skills

· Professional English skill

Preferred Qualifications

· Experience in the manufacturing or relevant industry

· Proven sales experience in software industry

· Track record of over-achieving quota

· Ability to multi-task, prioritize, and manage time effectively

· Experience in business development, consulting, or digital transformation project

· Japanese Language is plus but not required

Working hours

Monday to Friday 8:00 - 17:00 (Rest period: 12:00-13:00)

Salary increases & bonus

Salary review: twice a year

Allowances

In case visiting supply partners located outside of Bangkok for business reasons, the company will pay for transportation by reasonable means

Holidays

· Annual paid leave: 12 days

· Sick Leave

· Personal Leave

· Maternity Leave

· Military Service Leave

· Sterilization Leave

· Training Leave

Welfare

· Social insurance

· Annual health check-up

· Premium health insurance

· Provident fund

· Intensive training program (external or internal training courses, etc)

· Company awards

· Stock Options

· Hybrid work environment to be discussed if that is the best way to maximize the productivity and performance

· Others: Win Party, Year-end-party, team building, etc