Pimphorn Sanpunya
Bangkok
Summary
With over 10 years of experience, including 6 years in customer success management, project management, and strategic account management in the tech industry, I have a proven track record in driving customer outcomes, fostering client relationships, and optimizing business processes to achieve goals. I have successfully served clients in Thailand and SEA, led cross-functional teams, and collaborated with executive-level stakeholders. My expertise includes customer adoption, retention, team leadership, revenue growth, problem-solving, and effective communication. I am committed to delivering exceptional service and ensuring client satisfaction.
Overview
12
12
years of professional experience
Work History
Trainer (Freelance)
Aspire Consulting and Training Ltd. (UK)
10.2023 - Current
- Delivered project-based training programs for Aspire's client via online platforms
- Facilitated interactive Train the Trainer sessions and conducted Teach Back assessments to ensure effective learning
- Developed and implemented a successful onboarding program
- Provided post-training debriefs, coordinated make-up and Q&A sessions, and maintained communication through Aspire's official channels
Senior Engagement Manager
Capillary Technologies
03.2023 - 09.2023
- Oversaw key clients in Thailand and SEA, ensuring exceptional service delivery
- Create and implement customized success plans for key accounts to help them achieve their specific goals
- Worked closely with stakeholder-level executives to understand their priorities and provide support in achieving their objectives
- Led CSMs team, optimizing technical solutions and execution schedules
- Expanding client relationships, identifying growth opportunities, and driving product adoption
- Worked with internal and external teams to ensure seamless project execution and client satisfaction
- Managed escalations and negotiated tradeoffs to balance business needs and technical constraints, supporting customer success
- Supported sales and pre-sales teams by demonstrating product use cases to potential clients.
Senior Customer Success Manager
Outsystems
06.2022 - 12.2022
- Built strong client relationships through regular communication and executive dashboard reviews with clients such as PTTCG, Mazda
- Identified success factors and aligned solutions to meet customer needs
- Developed product adoption strategies and success plans for diverse industries, enhancing engagement
- Conducted training sessions to maximize client business value
- Collaborated with leadership and partners to manage key accounts and support
- Led internal support efforts, translating customer feedback into product insights
- Improved support processes, establishing standard procedures and escalation policies.
Customer Success Manager APAC
Aptos Retail
06.2021 - 05.2022
- Introduced CSM model to customers in APAC and EU regions, including SM Retails, Central Retails, and Cotton On, etc
- Aligned Aptos products utilization with customer goals
- Maintained customer satisfaction, NPS, and growth
- Collaborated with Sales and Professional Services to identify growth opportunities
- Managed customer support and renewal risks
- Renewals.
Project Manager, Customer Success Manager
Capillary Technologies
07.2018 - 06.2021
- Conducted post-product launch evaluations by training on the product, monitoring and managing key metrics such as customer satisfaction, backlogs, and productivity, and ensuring all SLAs are consistently met
- Delivered technology solutions aligning with key clients' needs in Thailand, specifically CP ALL
- Acted as the main point of contact for key clients
- Developed and implemented customer success strategies
- Administered project budgets and ensured timely delivery
- Identified and managed project risks and quality assurance processes
- Provided clear, concise reporting to internal and external stakeholders, highlighting project status, milestones, and key achievements (cadence's call, QBR, etc).
Customer Success Manager
Ematic Solutions
08.2017 - 07.2018
- Maintained relationships and identified new business opportunities among existing customers in Thailand
- Onboarded and partnered with customers to ensure platform success
- Established strong relationships with key decision-makers within the assigned B2B customer portfolios
- Provided strategic plans to maximize growth and ROI.
Account Executive
Readyplanet
04.2015 - 07.2017
- Led client acquisition efforts for the Alibaba project
- Managed cold call and sales opportunities and exceeded sales targets
- Provided customized support for customer onboarding and training.
Financial Advisor Insurance (Agency)
Krungthai-AXA Life Insurance
03.2013 - 04.2015
- Analyzed clients' unique financial needs and risk profiles to develop customized insurance solutions, ensuring alignment with individual goals and circumstances
- Managed the insurance claims process, liaising between clients and insurers to achieve fair and timely resolutions, maintaining the integrity of relationships
- Utilized strategic networking and industry expertise to grow and retain client base, while continually monitoring and adapting insurance programs to reflect market trends and client needs.
Education
Bachelor of Business Administration - Finance
Khon Kaen University
11.2012
Skills
- Customer Success Management
- Project Management
- Strategic Planning
- Analytical Thinking
- Problem-solving
- Cross-functional Team Leadership
- Risk Management
- Technical Skills: Microsoft Office, Hubspot CRM, Salesforce CRM, Gainsight, ServiceNow
Timeline
Trainer (Freelance)
Aspire Consulting and Training Ltd. (UK)
10.2023 - Current
Senior Engagement Manager
Capillary Technologies
03.2023 - 09.2023
Senior Customer Success Manager
Outsystems
06.2022 - 12.2022
Customer Success Manager APAC
Aptos Retail
06.2021 - 05.2022
Project Manager, Customer Success Manager
Capillary Technologies
07.2018 - 06.2021
Customer Success Manager
Ematic Solutions
08.2017 - 07.2018
Account Executive
Readyplanet
04.2015 - 07.2017
Financial Advisor Insurance (Agency)
Krungthai-AXA Life Insurance
03.2013 - 04.2015
Bachelor of Business Administration - Finance
Khon Kaen University
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