About us

Crescendo Lab Ltd. was founded in 2017 in Taiwan with the belief that Mar Tech would be the biggest trend in digital ads technology in the next ten years. We devoted ourselves to proving that the communication app LINE can be an ideal Saa S data analytics platform with API infrastructure. Achieved tow consecutive years of gold-level technical partner of LINE Taiwan.

Our main product MAAC (Messaging Analytics & Automation Cloud ) offers data analysis support and automatic marketing technologies to over 600+ brands in Taiwan from industries throughout the e-commerce, retail, media, and financial fields. With our technical solution, enterprises can enhance clients' lifetime value by building a better customer experience via LINE.

We are just now entering the Thailand market. We are building the team in Thailand and are looking for beginner members who will be a key part of the business and will be expected to be aware of being one of the core members of the Thailand team.

Some information to get you to know our company better:)

• Meet our employee : Thailand Marketing Supervisor - Chanasa (in Thai & English)
• Our Official Website (in Thai)
• Our Career Page (in English)
• Our Linked In Page
• Crescendo Lab - Reshaping Organizations and Going Global: The Only Gold Partner of LINE (in English)

About the role
Customer Support/Success Managers (CSM) take ownership of Crescendo Lab's close-long term customer relationships and the highest possible satisfaction which we value very much. As a CSM, you will collaborate with different functional teams to make sure customer needs are met and problems are solved effectively. You are responsible for the day-to-day management to ensure customer onboarding, retention, renewal, and upsell success. CSMs also need to understand customer business needs, maximize product adoption across all accounts, bring the latest product features as well as know-how to customers, and serve as a trusted advisor.

Responsibilities

• Provide effective onboarding for new customers.
• Support customers when they have any issues or questions while using our products.
• Perform service delivery and first-line technical support for the product implementation.
• Build strong customer relationship management for all assigned accounts.
• Become an expert on our products and ensure customers are leveraging effectively and finding value in our products and services.
• Maintain a revenue base by renewal, which keeps the recurring revenue.
• Drive business growth by upselling, expansion, and upgrades. Increase the lifetime value (LTV) of our customers.
• Work closely with Sales, Marketing, Finance, Product, and Engineering teams to ensure an exceptional customer experience and take care of any customer issues.
• Collect and understand customer feedback and reporting requests to product and engineering teams.
• Develop with teams to continually improve the quality, effectiveness, and efficiency of our service processes.

Required Qualifications

• Relevant working experience ( customer service/customer success/customer support/account management/project management ) in a similar function for at least 1 year.
• Ability to identify requirements before the customer does and respond quickly.
• Excellent communication skills and ability to convey effectively technical information to both technical and non-technical audiences.
• Fast learner, interested in Mar-tech, branding, marketing, and data.
• Self-motivated, responsible, and a team player.
• Work proficiency in English (internal use only)
• Native or Bilingual in Thai

Preferred Qualifications

• Experience in Saa S/Martech industry as customer support/success role
• Knowledge in digital marketing and data analytics (e.g. LINE, Google Analytics, Facebook Ads, CRM, CDP, MA … etc.)
• Ability to manage customer relationships and engage with stakeholders at all levels of the organization in order to build and grow long-term business relationships.
• Ability to establish cooperation and collaboration among members of cross-functional teams and organizations, internally and externally.
• Excellent multitasking and project management skills.
• Fluency in Mandarin is a big plus

勞保、健保、特別休假、勞退、婚假

• Flexible working hours/ location
• Unlimited PTO (paid-time off)
• Tuition reimbursement
• Health-check subsidy

NT$ 39,000 - 67,000 (月薪)