Customer Success Manager ASEAN

PlanRadar; Kuala Lumpur; On-site; MYR 150,000 - 200,000; Full time

Job summary

A leading SaaS company is seeking an experienced Customer Success Manager in Kuala Lumpur. This role involves working closely with clients to identify their business needs and ensure they successfully utilize PlanRadar's features. Responsibilities include onboarding, retention, and advocacy, while fostering strong relationships and minimizing churn. The ideal candidate has CRM experience and strong Mandarin and English skills, alongside the ability to thrive in a fast-paced environment. Competitive salary and comprehensive benefits offered.

Benefits

Room for personal and professional development

Performance-related career system

Uncapped bonus based on success

Team events

Possibilities to work from home

Qualifications

• Experience with account management or Customer Success, preferably in SaaS.
• Excellent spoken and written Mandarin and business English skills.
• Ability to communicate and foster positive business relationships.

Responsibilities

• Provide training and services to implement features for customers.
• Carry out meetings and business reviews to establish KPIs.
• Minimize customer churn through continuous engagement and value realization.

Skills

Account management experience

CRM systems proficiency

Strong Mandarin and business English

Technical understanding of IT systems

Communication and relationship building

Self-motivated and team player

Job description

PlanRadar is a leading platform for digital documentation, communication and reporting in construction, facility management and real estate projects. It enables customers to work more efficiently, enhance quality and achieve full project transparency. By improving collaboration and providing access to real-time data, PlanRadar’s easy-to-use platform adds value to every person involved in a building’s lifecycle, with flexible capabilities for all company sizes and processes. Today, PlanRadar serves more than 150,000 users across 75+ countries.

PlanRadar promises an inclusive, engaging and exciting place to work. We are inquisitive minds who challenge the status quo, with a drive to change our client's industry for the better. Our people matter the most, and we regularly conduct surveys and implement changes to ensure our benefits and the way we work reflects the culture that we promote. If you're courageous and ready for a new adventure, join PlanRadar!

PlanRadar is looking for an experienced Customer Success Manager for ASEAN to join our global Customer Success team. As Customer Success Manager you will work closely with customers to help them discover their business needs. You will also onboard them on the best way to use PlanRadar’s features to obtain business value and exceed their targeted business outcomes. You will serve as a trusted advisor to customers and be responsible for the onboarding, adoption, advocacy, retention, and growth of your client base. Working closely with Sales Consultants, our CSMs to provide input into the strategic account and success plans, help identify areas where customers have room for improvement, and uncover new business opportunities within existing clients. Your ultimate goal is to build excellent customer relationships and boost value realization that promotes retention and loyalty.

AMONG OTHER THINGS YOU WILL

• Be the product expert and provide training and services to successfully implement/deploy our features on the customer side
• Maintain a detailed understanding of PlanRadar, assist customers with questions and suggest the best solutions for their needs
• Carry out regular customer meetings and periodic business reviews to establish and quantify desired business outcomes and other key performance indicators
• Be a dedicated partner to our customers and support their needs and issues across all PlanRadar's departments
• Create success stories with your customers and collaborate with the marketing team to turn them into case studies
• Minimize customer churn through continuous engagement, value realization, education, coaching, and persuasion
• Partner closely with other cross-functional team members (e.g. product management, development) to translate business needs and product requirements into improved solutions

WHO YOU ARE

• You have experience with account management or Customer Success, preferably within the SaaS industry
• You have experience in using CRM systems and computer literacy
• You are experienced in web and mobile applications, and therefore have a technical understanding and familiarity with IT systems
• You have excellent spoken and written Mandarin and business English language skills
• You are accountable and very well organised
• You have exceptional ability to communicate and foster positive business relationships
• You are self-motivated, a proactive team player with innovative ideas, diplomatic skills, and tact. Poise under pressure, thrives in a multi-tasking environment, and can adjust priorities on-the-fly
• You are open to travel occasionally to customers or other PlanRadar's office locations for trainings

What we offer

• Room for personal and professional development
• Challenging and diversified line of action
• Working in a fast-growing company with international customers and investors
• Centrally located and attractive office in Kuala Lumpur
• Performance-related career system with competitive and progressive base salary
• Uncapped bonus based on a success-related commission scheme
• Possibilities to work from home
• Motivated and agile team with a common vision

Buddy program

In-house trainings

Global culture

Relocation package

Team events

Home Office possibilities

Free drinks, snacks & fruits

Referral program

Commission or bonus

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