What's the role
We are looking for a Customer Success Manager to join the team of Engineering and provide good account management service on Hilti Profis Software.
What does the role involve
- Provide customer caring for the Profis Engineering customers
- Serve as the primary point of contact and trusted advisor for a portfolio of Profis Engineering customers
- Deeply understand each customer's unique business needs, workflows, and challenges, and developcustomized success plans to address them
- Provide comprehensive onboarding trainings, regular technical trainings and ongoing support to help customers effectively
- Implement and utilize the Profis Engineering software, keep track on the usage rate
- Monitor customer health metrics, proactively address any issues or concerns, and work to prevent churn
- Identify and capitalize on opportunities for product expansion, cross-selling, and contract renewals
- Collaborate with Engineering and Marketing team to provide valuable customer feedback and advocate for software enhancements
- Maintain accurate records of all customer interactions and activities within Salesforce
- Achieve and exceed defined customer satisfaction, usage, retention, and revenue growth targets
- Provide regular reports to the management on key performance metrics, customer trends, and crisis management outcomes
What do we offer
We have more than 200,000 interactions with our customers every day. It's how we get to know their businesses, understand their needs and develop the precise products and services that will help them.
What you need is:
- Long-term career development opportunities
- 14 days annual leave per year
- Birthday leave, volunteer leave, family care leave
- Medical insurance covering dependents
- Additional MPF voluntary employer contribution
Why should you apply
- Bachelor's degree or the equivalent is required business, engineering, or related majors are preferred
- 3 years of experience in a customer-facing role, preferably in the construction software or engineering, technology industry
- Excellent communication, interpersonal, and relationship-building skills
- Proven track record of successfully managing the full customer lifecycle, from onboarding to retention and expansion
- Proficient in using Salesforce and other customer success tools
- Ability to thrive in a fast-paced, dynamic environment and juggle multiple customer engagements simultaneously
- Passion for delivering exceptional customer service and a commitment to helping customers succeed
