Presale and Support Specialist (CRM & Voice Products)

Location: Bangkok, Thailand About Cloudee Cloudee Telecom Co., Ltd. is a technology company based in Bangkok, Thailand, specializing in cloud-based communication solutions. Established over 25 years ago, the company focuses on "disruptive technologies" to transform how businesses communicate and interact with their customers. Key Roles and Responsibilities: As a Presale and Support Specialist for CRM & Voice Products , you will play a crucial dual role in driving the adoption and ensuring the successful operation of Cloudee's CRM and Voice solutions for our customers. You will leverage your technical expertise and communication skills to assist the sales team in demonstrating product value, as well as provide crucial post-sales support and technical assistance. Presales Responsibilities: Product Expertise: Develop and maintain deep technical and functional expertise in Cloudee's CRM product portfolio (e.g., CRM platforms, Customer Journey Orchestration, Marketing Automation, Sales Automation, Customer Service Solutions) and Voice product portfolio (e.g., Sip Trunk, Cloud PBX, Cloud Call Center). Technical Presentations & Demonstrations: Conduct compelling product demonstrations, presentations, and technical deep-dives to prospective clients, tailored to their specific business needs and challenges. Solution Design: Collaborate with the sales team to understand customer requirements and design customized solutions that effectively leverage Cloudee's CRM and Voice products. Proposal Support: Contribute technical content for proposals, RFPs (Request for Proposals), and RFIs (Request for Information), ensuring accuracy and alignment with customer needs. Proof of Concept (PoC) Support: Assist in setting up and demonstrating Proofs of Concept (PoCs) to showcase product capabilities and validate solutions for potential clients. Technical Consultation: Act as a technical subject matter expert during the sales cycle, addressing customer technical questions and concerns. Market Feedback: Gather market insights and customer feedback from presales engagements to provide valuable input to the product development teams. Support Responsibilities: Technical Support: Provide comprehensive technical support to existing customers for Cloudee's CRM and Voice products, troubleshooting issues, and providing solutions via phone, email, and remote sessions. Issue Resolution: Diagnose and resolve complex technical problems, collaborating with internal technical teams (e.g., engineering, operations) when necessary to ensure timely resolution. Customer Onboarding: Assist customers with product setup, configuration, and initial deployment, ensuring a smooth onboarding experience. Training & Documentation: Develop and deliver training sessions for customers on product usage and best practices. Contribute to the creation of technical documentation, FAQs, and knowledge base articles. Proactive Monitoring: Monitor customer systems and performance where applicable, identifying potential issues before they impact operations. Customer Relationship Management: Build and maintain strong, positive relationships with customers, acting as a trusted advisor for their technical needs. Feedback Loop: Collect and report customer feedback on product performance, features, and pain points to inform product improvements and development. Qualifications: Bachelor's degree or higher in Computer Engineering, Computer Science, Information Technology, Business Information Systems, or a related field. Minimum of 3-5 years of experience in a presales, technical support, or technical consulting role, specifically with CRM software/platforms (e.g., Salesforce, Microsoft Dynamics 365, Zoho CRM, Pega CRM, or similar) and/or Voice communication technologies (e.g., VoIP, PBX, Call Center systems, SIP, contact center solutions). Strong understanding of customer relationship management principles and sales/marketing automation workflows. Solid understanding of cloud-based communication technologies, networking fundamentals (TCP/IP, firewalls), and integration concepts (APIs). Excellent presentation, communication, and interpersonal skills, with the ability to explain complex technical concepts to both technical and non-technical audiences. Strong analytical and problem-solving skills with a methodical approach to troubleshooting. Ability to work independently and as part of a team in a fast-paced environment. Customer-focused mindset with a strong commitment to delivering exceptional service. Excellent Thai & English communication skills, both spoken and written. Proficiency in Mandarin Chinese will be an advantage. Experience with Agile methodologies is a plus.