Application Support & Client Success Specialist (Software)

About ConnectX ConnectX is a leading Customer Data Platform (CDP) provider, empowering enterprise and B2B organizations to effectively manage customer data and execute data-driven marketing strategies. We are committed to delivering best-in-class solutions and exceptional user experiences to our clients. Job Summary The Application Support & Client Success Specialist plays a critical role as the bridge between our B2B clients and our internal development/product teams. You will be responsible for resolving technical queries and issues via ticket management, onboarding and training clients on our CDP platform, and producing release notes and user documentation. Your core goal is to drive product adoption, ensure operational stability, and maximize client satisfaction. Key Responsibilities Client Support & Ticket Management: Manage, track, and prioritize support tickets submitted by B2B clients through our ticket management system. Perform root cause analysis and initial troubleshooting for platform issues, ensuring resolution within target Service Level Agreements (SLAs). Cross-functional Collaboration: Collaborate closely with Developers, Product Managers, and QA teams to reproduce bugs, escalate technical issues, and track resolutions. Translate complex technical jargon into clear, digestible explanations for non-technical stakeholders. Client Success & Onboarding: Conduct system training and onboarding sessions (both online and on-site) for key client stakeholders (e.g., Marketing, IT, and Operations teams). Advise clients on best practices and help them implement CDP use cases that align with their business goals to maximize platform adoption. Documentation & Product Knowledge: Author and maintain comprehensive user guides, technical documentation, and knowledge base articles. Prepare and distribute regular Release Notes summarizing new feature rollouts, system enhancements, and bug fixes for both internal teams and external clients. Qualifications Education & Experience: Bachelor’s degree in Computer Science, Information Technology, Business Administration, or a related field. 2–5 years of experience in Application Support, Technical Support, Client Success, or Technical Account Management within the Software/SaaS/IT industry. Domain & Technical Skills: Strong understanding of Customer Data Platforms (CDP) , Marketing Technology (MarTech), or CRM software. Hands-on experience with Ticket Management systems (e.g., Jira Service Management, Zendesk, Freshdesk). Proven experience working directly with software developers and a solid understanding of the Software Development Life Cycle (SDLC) and system logic. Soft Skills & Communication: Professional written and verbal communication skills tailored for B2B client interaction, with a calm, solution-oriented approach under pressure. Strong presentation and training skills, with the ability to explain complex technical workflows in a simple, engaging manner. Excellent technical writing skills for creating structured, concise user manuals and release notes. A proactive, customer-first mindset with strong analytical and problem-solving abilities. Nice to Have Basic knowledge of SQL, data structures, or API integrations. Prior experience in a Software-as-a-Service (SaaS) or MarTech agency environment. Benefits: ประกันสังคม ประกันสุขภาพ ประกันอุบัติเหตุ ท่องเที่ยวประจำปี ตรวจสุขภาพประจำปี Flexi Benefit ต่อปี Provident fund by UOB (กองทุนสำรองเลี้ยงชีพ) ค่าเดินทางที่เกี่ยวข้องกับการพบปะลูกค้าของบริษัท Beautiful - Facial Treatments (ยกเว้นรายการที่ใช้เข็ม) ค่าใช้จ่ายในการสอบใบประกาศนียบัตรตามที่บริษัทกำหนด วันลาพักร้อน ลาวันเกิด ลากิจ ลาป่วย ลาฮันนีมูน และวันลาประเภทอื่นๆ Hair Wellness (ทำสีผม, ย้อมสีผม, ตัดผม และบริการอื่นๆ ที่เกี่ยวกับผม) Our sites https://www.connect-x.tech