Customer Service Manager

Customer Success Manager Job Description

You will be working closely with one of the most forward-looking Built Technology organizations in the APAC region. We are seeking a Customer Success Manager to focus on account management for our AI-powered building management solution. As a key member of our customer success team, you'll be responsible for ensuring our customers achieve their desired outcomes and maximizing their long-term value.

Key Responsibilities:

• Account Management: Own the end-to-end relationship for assigned customer accounts. Develop and execute strategic account plans that align with customer goals and ensure satisfaction, retention and growth.
• Relationship Management: Build and maintain strong, trusted relationships with key stakeholders and decision-makers across customer organizations. Act as a strategic advisor understanding their goals, pain points, challenges, and requirements to align our solutions with their business objectives.
• Solution Adoption and Enablement: Guide customers through onboarding, product adoption, and value realization. Deliver training, share best practices, and support ongoing usage of the platform to ensure customers derive maximum value.
• Issue Resolution and Escalation: Serve as the main point of contact for customer inquiries. Proactively manage and resolve issues in a timely and professional manner, coordinating with technical and product teams when necessary.
• Customer Advocacy and Feedback Loop: Gather and provide feedback to internal teams on customer needs, preferences, and pain points, informing product development, contributing to continuous product improvement and customer experience enhancements.
• Customer Onboarding & Implementation Project Management:
  
  Lead and manage the end-to-end onboarding, proof of concept/pilot and implementation projects, ensuring milestones, timelines, and deliverables are met according to agreed plans.
• Account Expansion & Commercial Growth: Identify growth opportunities within accounts by recognizing use cases, unmet needs, and areas for expansion.
• Collaborate with Sales and Commercial teams to drive upsells, renewals, and contract expansions. Track and improve account health using KPIs such as NRR (Net Revenue Retention), CSAT, and adoption metrics.

Requirements:

• Proven Customer Success Experience: At least 2-5 years of experience in customer success, account management, or a related field, preferably in the built environment or technology sectors.
• Strong Relationship Building Skills: Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders.
• Customer-Centric Mindset: A customer-focused approach, prioritizing customer satisfaction and success above all else.
• Analytical and Problem-Solving Skills: Ability to analyze customer data, identify trends, and develop solutions to complex problems.

Nice to Have:

• Industry Knowledge: Familiarity with the built environment sector, including building management, real estate development, and facilities management.
• Technical Knowledge: Understanding of building management systems, IoT sensors, and other relevant technologies.
• Data Analysis & Visualization: Proficient in analyzing raw customer or operational data to identify insights and develop compelling use cases. Able to translate complex data into clear, actionable visual stories using tools like Tableau or Power BI for effective customer communication and engagement.

What We Offer:

• Competitive Compensation: Salary, bonus, and benefits package that rewards performance and drives growth.
• Opportunity for Growth: A fast-growing company with a cutting-edge product, offering opportunities for professional development and advancement.