Senior Customer Support / Project Manager

This senior-level role is essential and pivotal to the company’s success, requiring a seasoned professional with over 5 years of experience in project management and customer service. The position is responsible for ensuring customer satisfaction, fostering client relationships, and driving business growth. As a Senior Project Manager, you will act as a primary liaison between the sales team, clients, and development/production teams, ensuring seamless project execution and continuous improvement of customer engagement.

Key Responsibilities

• Leadership & Oversight: Provide strategic guidance and leadership for the implementation and training of our product range, including Coach Management Software and School Bus Tracking Software.
• Customer Relationship Management: Maintain and develop strong, long-term relationships with customers across the UK, Australia, and Europe, ensuring their needs and expectations are met and exceeded.
• Customer Support Excellence: Deliver a high standard of customer service, manage escalations effectively, and oversee the resolution of customer complaints.
• Business Development: Identify opportunities for upselling and cross-selling additional products and services to existing clients, contributing to revenue growth.
• Project Management: Lead and coordinate cross-functional teams to support projects, ensuring on-time delivery of successful outcomes and alignment with customer objectives.
• Collaboration with Development Teams: Work closely with development teams to prioritize enhancements, features, and bug fixes while keeping customers informed of progress.
• Continuous Improvement: Provide insights and recommendations to refine and improve processes, ensuring operational excellence and enhanced customer satisfaction.

Skills & Experience Required

• Professional Expertise: A minimum of 5 years’ experience in project management and customer service, preferably in software or technology-related industries.
• Technical Understanding: Solid knowledge of software development processes, particularly in cloud-based web applications and mobile apps.
• Communication Excellence: Exceptional verbal and written communication skills in English (TOEIC 800+); Thai language proficiency is a plus.
• Client-Focused Approach: Strong ability to build trust, understand client strategies, and deliver tailored solutions to meet their needs.
• Leadership Skills: Proven ability to lead and motivate teams, manage conflicts, and drive results in a dynamic environment.
• Organizational Strength: Strong planning, multitasking, and time-management skills, with the ability to meet tight deadlines.
• Problem Solving: Logical thinker with excellent problem-solving skills and a proactive attitude.
• Adaptability: Thrive under pressure in a fast-paced, ever-changing environment.

Qualifications

• Bachelor’s degree in Business Administration, Project Management, or a related field; advanced degrees or certifications in project management (e.g., PMP) are a plus.
• Experience working in multicultural environments and managing clients across different time zones.

Perks of the Role

• Be part of a collaborative and forward-thinking team in a global organization.
• Opportunity to influence and drive strategic decisions.
• Work on innovative products that make a tangible difference for clients.