Reports to:
AVP of Customer Success, PH
Work Setup: Hybrid
As a Customer Success Associate, you will support both the Implementation and Customer Success teams in ensuring an excellent customer experience throughout the client lifecycle. Your primary focus will be to assist with customer support, addressing and resolving client concerns promptly, while also contributing to successful client onboarding and adoption. You will work closely with cross-functional teams including Sales, Product and Engineering to deliver a seamless customer experience.
- Act as a frontline support for client issues through various channels (tickets, calls, online meetings).
- Analyze and resolve complex and recurring issues through root cause analysis and collaboration with internal teams.
- Ensure adherence to service-level agreements (SLAs) and proper use of the escalation matrix when necessary.
- Collaborate with Product and Engineering teams for issue documentation, bug tracking, and validation of fixes.
- Maintain accurate documentation and contribute to internal/external knowledge base articles.
- Assist in the onboarding of new clients by helping with data gathering, documentation, and training sessions.
- Support implementation project milestones by collaborating with the Implementation Project Coordinator.
- Help configure basic elements of the system and participate in simulations, UAT, or product walkthroughs.
- Provide technical advice and support during the implementation period under the guidance of a lead implementer.
- Assist in managing post-implementation touchpoints to drive product adoption and client retention.
- Participate in renewal preparation, advocacy programs, and upsell opportunity identification.
- 1–2 years of experience in Customer Support or Software Implementation; SaaS experience is a plus.
- Background in HRIS, Payroll and Timekeeping software preferred.
- Strong communication and presentation skills in English and Thai.
- Proficiency in Microsoft Excel and CRM tools.
- Strong problem-solving mindset, attention to detail, and sense of urgency.
- Client-focused with strong interpersonal skills.
- Adaptable and collaborative; able to work with diverse teams across cultures.
- Self-starter with the ability to prioritize and manage multiple tasks.
- Analytical thinker with creative problem-solving capabilities.
- Ability to document technical issues clearly and accurately.
Office Address:
- Our office is located at Silom, walking distance from BTS Sala Daeng and MRT Silom stations.
Sprout Solutions provides equal Opportunity Employment and Welcomes applications from all sectors of the society. Discrimination on the basis of race, religion, age, nationality, ethnicity, gender, citizenship, civil partnership status, or any other grounds as protected by law.
Disclaimer
Before we proceed with your application, this is to confirm that you voluntarily give your consent to the following:
- I intend to apply for a position with Sprout Solutions Inc.
- I voluntarily sent my Resume/CV to Sprout Solutions Inc.
- I agree to give my consent to my personal and sensitive Information for facilitating my application with Sprout Solutions Inc., In accordance with Sprout Solutions Inc. Privacy Statement and the Data Privacy Act of 2012.
- I agree to be contacted by Sprout Solutions Inc. and its 3rd Party Reference provider for the purpose of processing my Job Application.
Top Skills
What We Do
Sprout is a rapidly growing SaaS company aimed to create paradigm-changing solutions for the Philippines. Our goal is to help small, medium-sized, and large enterprise Philippine businesses grow through our suite of backend solutions that address end-to-end HR challenges - especially with the new normal of hybrid work we are all experiencing. With over 1,000 clients across a number of industries, and with a leadership position in the BPO market, Sprout is uniquely qualified due to our laser focus and keen understanding of the intricate nuances of Philippine HR. The Sprout Ecosystem, a comprehensive and effective cloud-based People Platform, is a powerful and completely secure solution that not only allows companies to manage all their HR in one place, with one employee user interface and open API to leverage other enterprise data but also gives invaluable analytics that aid in better enterprise-wide decision-making. Our team is all about individuals who genuinely want to make things better for Filipinos, and actually have the courage to do something about it. We believe that local talent, combined with diverse international talent, united by a common passion and core values, are not just able to build world-class products, but are also able to ignite digital transformational change that will revolutionize a whole economy.
