Customer Success Executive

Contract: 1-Year Contract (potential conversion to permanent based on performance)

Salary: Max THB 45,000 per month, based on experience

Location: 100% remote

Schedule: Full-time, Monday–Friday, 9:00am–6:00pm (no overtime)

*Thai candidates based in Thailand only

Integrity Consulting and Service (ICS) is a Digital Transformation technology company founded in 2016 with a team of 30+ technology and consulting professionals based in Bangkok, Thailand helping organizations bridge the divide between technology and business solutions.

Join the ICS team as our new Customer Success Executive! We are looking for an energetic relationship builder (3-6 years of experience) to ensure our enterprise clients use our products and services. In this hybrid role, you will dedicate 70% of your time to nurturing client relationships and driving project success, and 30% to supporting commercial and sales activities.

70% Customer Success & Relationship Management

• Strategic Relationship & Health Check: Conduct monthly Health Check Calls and proactively engage with multiple stakeholders to maintain strong, lasting relationships and drive strategic alignment.
• Dynamic Cross-Industry Client Management: Manage and understand diverse enterprise clients across various business sectors, such as hospitality, retail, manufacturing, etc.
• Bilingual Client Communication: This role is expected to communicate with clients in both Thai and English via email, chat, meetings, and any other available channels as requested, both face-to-face (F2F) and online.
• Consulting & Data-Driven Insights: Provide consulting and proactive ideas to help clients maximize the value of AMPOS PEOPLE+, Hotel:DI, other ICS-owned products/solutions, as well as ICS customized products/solutions tailored to specific client requirements. Leverage BI tools, AI tools, and data interpretation to identify customer issues and uncover new business opportunities.
• Requirement Gathering & Collaboration: Understand customer needs, gather business requirements, and translate them into clear requirements for internal cross-functional teams (including Product, IT/Development, and Sales/Business Development).
• Problem-Solving & Technical Support: Take strong ownership to investigate issues, handle complex customer situations, and coordinate with the development team to drive solutions through to completion.
• Campaign Communication: Manage communication for special campaigns, event updates, and seasonal greetings to ensure continuous client engagement.

30% Commercial & Sales Support

• Strategic Pitching & Commercial Partnership: Partner closely with the sales team to craft compelling pitching decks, actively support client pitching sessions, and tailor commercial proposals that perfectly align with client needs.
• Flawless Document Execution: Take full ownership of commercial documentation, ensuring the rapid, accurate, and flawless preparation of quotations and contracts.
• Pricing & Profitability Analysis: Calculate, summarize, and analyze internal pricing structures to present competitive yet profitable proposals to enterprise clients.
  

• Bachelor's degree or equivalent, with 3-6 years of experience in Customer Success, Account Management, Sales Coordination, Project Coordination, or B2B client-facing roles.
• Strong customer-centric mindset, with the ability to understand client needs, build trusted relationships, and proactively identify ways to deliver greater value and enhance the customer experience.
• Exceptional communicator (fluent in both Thai and English, with excellent verbal and written communication skills) and a strong team player who can collaborate seamlessly with internal cross-functional teams and external stakeholders.
• Strong analytical and data interpretation skills, with the ability to work with MS Office, Google Workspace, BI tools, and AI tools to identify business opportunities. Competency in data analytics, visualization, and data management tools (e.g., Excel, PivotTables, Power BI, and Looker Studio).
• Highly detail-oriented in handling commercial and project documents, coupled with strong problem-solving skills to drive solutions through to completion.
• High self-management and prioritization skills, with the ability to work independently while collaborating effectively as part of a team. Flexible and adaptable to different client needs, industries, communication channels, and changing business priorities.
• An energetic, proactive, persistent, and driven personality with a strong sense of ownership and a professional Be Better Every day work ethic.
• Advantage: Understanding of People Management/Culture Change Management.