Customer Success Executive (Senior)

SWAT Mobility (SWAT) is a leading AI routing technology firm in Southeast Asia and Japan, specializing in resolving vehicle routing challenges. Committed to fostering sustainability, SWAT enhances resource efficiency and reduces carbon emissions.

The company offers demand-responsive transportation solutions for the mobility industry and delivery planning for the logistics industry. Our customers are city governments, transport operators, enterprises and business owners.

Our solutions aim to enhance overall efficiency and provide cost savings by optimizing transportation and delivery services. With over 10 million routes completed across eight markets, SWAT is poised for hypergrowth across the region.

Responsibilities

• Provides leadership in maintaining healthy projects status from key performance indicators, across all regions.

• Responsible for delivering excellent customer experience to clients as the main point of contact and go-to person for SWAT Mobility

• Data analytics and constantly looking for ways to improve Business As Usual (BAU) projects for customers

• Collaborate with project team members to oversee and supervise the planning and successful delivery of enhancements / changes

• Capable of managing day-to-day operational aspects of the project including bus & logistics operations management

• Liaise with relevant stakeholders to provide corrective activities when project health is poor

• Ensure SWAT Transportation services run smoothly and achieve the required KPIs, including closely tracking driver, vendor and transport operations

• Manage key stakeholder relationships with clients, participating companies, bus operators and other partners

• Manage operational finance and payments

• Passenger & customer service and support. Replying and analyzing passenger feedbacks

• Project related operations, training and testing related tasks as required

• Manage vendor contracting and performance

• Other ad-hoc duties as assigned on a day to day basis

• Renewal and maintain contract for current customers

• Manage 24/7 operations shift duty resources

Desired Skills:

• Good time and resource management - We are managing more than 20 projects as a team across 7 regions, 24/7. You need to be able to plan your activities and prioritise your time effectively

• Strong communication skills - confident to speak with senior internal and external stakeholders, clients, operators and passengers

• Independent – able to function independently in our new team

• Team player & effective communicator - Our team is lean. We need to work together closely, able to pick up the slack to ensure the smooth running of operations to get the job done.

• Fast learner and technologically savvy - We are one of the few pioneers in Singapore and Thailand in the demand response transport field. Being able to pick up new tools and tech-concepts quickly is a plus

• Cool-headed, patient - Many things can happen in the day. You need to be able to maintain the highest level professionalism during times of crisis and resolve issues calmly and objectively, even when under pressure

• Responsible and persistent - We are a team of problem solvers. Operating at a high level of autonomy, you will be responsible for the outcome of your tasks. Little guidance is expected. However, when needed, the team is always behind you. All hands on deck!

• Passionate about customer success - Our customers are the lifeblood of our business!

• Passionate about learning and picking up new skills - Our company is evolving. The team needs to grow and adapt to these changes fast.

• Good critical thinking skills - Able to form a good judgment based on current facts. Able to decide when escalations are required, but also decisive to solve most issues independently

• Good analytical skills, high attention to detail - Show appreciation for understanding our processes. We have a wealth of data available for you. Analysing these data will provide us with deep insights to our projects and enable us to reach optimal business decisions.

Qualifications:

• 3-5 years of customer facing experience for candidates with a Bachelor’s degree related to Information Technology and related

• Good communication skills, and strong stakeholder management abilities. Confident to liaise with senior customer stakeholders right down to giving training to end users who might not be tech-savvy

• Proficient in both Thai and English to liaise with Thai- speaking and English- speaking clients.

• Proficiency or able to learn related software tools quickly (JIRA, Notion, Google Gsuite etc)

• Experience of operations in the tech and transport industry would be an advantage

• Basic knowledge in SQL and intermediate knowledge on Microsoft Excel would be an advantage

• We are a startup with a lean team. While we encourage work life balance as a company, you may be expected to commit longer hours during times of need. However remember the team is always ready to support you