Customer Success Manager, Sales

Hexagon AB; Kuala Lumpur; Hybrid; MYR 80,000 - 100,000; Full time

Job summary

A leading global technology firm in Kuala Lumpur seeks a Customer Success Manager to collaborate with major Enterprise customers. This role focuses on enhancing customer experience by delivering strategic value and ensuring successful adoption of solutions. Candidates should have strong consulting skills, experience with large Enterprise accounts, and fluency in English and Bahasa Indonesia.

Qualifications

• Experience managing large, complex Enterprise-level accounts.
• Strong abilities to drive business value for customers.
• Ability to handle C-level conversations effectively.

Responsibilities

• Maintain ownership of a portfolio of strategic customers.
• Execute all phases of the customer journey.
• Partner closely with Sales Account Teams to align strategies.

Skills

Customer-Centric

Consulting Skills

Cross-Functional Collaboration

C-Level Communication

Proactive Team Player

Education

7-10 years in Customer Success

Fluency in English & Bahasa Indonesia

Tools

Salesforce

Gainsight

Job description

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Workplace Type: Hybrid

Business Unit: ALI

Job Overview

Hexagon’s Asset Lifecycle Intelligence division is seeking a Customer Success Managerto to collaborate directly with our largest Enterprise and Strategic customers. This role is crucial to the success of our strategic customers and will be instrumental in driving adoption and value realization of our solutions. You will be responsible for understanding our customers' needs and delivering an exceptional customer experience. By engaging your customers using a consultative approach, you’ll position yourself as a preferred long-term strategic partner and serve as the trusted point of contact throughout their lifecycle. You will collaborate closely with the Sales, Services, Product, and Support teams.

The ideal candidate needs to reside in Malaysia. As the Customer Success Manager, you need to have a successful track record of managing and growing Fortune 500 customers, deliver strategic advice, and driving customer success. You must understand the motivations, business drivers, strategic goals, and desired business outcomes for your portfolio of large enterprise customers. You will lead cross-functional partnerships across your named customers and identify new ways our solutions can differentiate them in the market. Equipped with the knowledge of what it takes for customers to succeed with Hexagon, you will serve as the voice of your customers cross-functionally, providing feedback to the Product team and broader business. To the entire Hexagon team, you’ll exemplify an empathetic, customer-centric perspective.

#LI-AC1 #LI-Hybrid

Responsibilities

Customer Portfolio Management: Maintain ownership of a portfolio of strategic customers, leveraging our Customer Success Methodology. Partner with customers to understand their motivations, business drivers, strategic goals, and desired business outcomes. Co-create joint customer success plans that include success metrics, engagement and adoption strategies, timelines, communication, and expansion plans.
Customer Journey Execution: Execute all phases of the customer journey, including onboarding, adoption, design and execution, change management consulting, business performance reviews, roadmap advisory, and renewal touchpoints.
Strategic Account Alignment: Partner closely with Sales Account Teams to align on strategic account plans, nurture executive relationships, facilitate Executive Business Reviews, Quarterly Business Reviews, and identify expansion opportunities.
Risk Management: Proactively identify risks to the customer achieving their stated business goals or renewing their agreements. Work closely with the account team and internal stakeholders to build and execute a risk mitigation plan.
Business Value Delivery: Deliver business value and innovation to a customer’s business by understanding key business challenges and potential for growth.
Executive Relationship Building: Develop a trusted advisor relationship with key customer stakeholders and executive sponsors to drive product adoption and ensure customers are leveraging the solution to achieve full business value.
Opportunity Identification: Identify opportunities for expansion of products and services to help drive success.
Technical Communication: Proactively communicate technical product updates, product roadmap, end-of-life notices, and other relevant updates.

Education / Qualifications

• Experience: 7-10 years of experience in a Customer Success, Consulting, or Account Management role managing large, complex Enterprise-level accounts.
• Consulting Skills: Strong consulting skills and proven results working as a Trusted Advisor to drive business value for customers.
• C-Level Communication: Ability to drive effective and influential conversations at the C-level; facilitate difficult discussions and adept at handling objections.
• Customer-Centric: Devoted to ensuring our customers’ success and adoption of Hexagon solutions. Advocate for regional customers’ needs.
• Cross-Functional Collaboration: Strong cross-functional collaborator with experience partnering with Account Executives or Partners to provide a high-quality, thoughtful customer experience.
• Proactive Team Player: Self-motivated, proactive team player with a bias for action. Able to work effectively in a highly ambiguous, ever-changing environment. Capable of zooming into granular details and zooming out to understand the larger strategy and philosophy behind decisions.
• Process-Oriented: Driven, process-oriented person able to effectively balance competing priorities and make decisions that best support the customer, the team, and Hexagon.
  Technical Tools: Prior experience with Salesforce and/or a customer success tool such as Gainsight is advantageous.
• Mindset: Data-driven mindset with the ability to analyse customer metrics and trends. Familiarity with customer journey mapping and success planning
• Language Skills: Fluency in English & Bahasa Indonesia business language skills (reading, writing, listening).

Travel Requirements

• Occasional domestic and international travel is associated with this position – estimated at 10-30%.

About Hexagon

Hexagon is a global leader in digital reality solutions, combining sensor, software and autonomous technologies. We are putting data to work to boost efficiency, productivity, quality and safety across industrial, manufacturing, infrastructure, public sector, and mobility applications.

Hexagon’s Asset Lifecycle Intelligence division helps clients design, construct, and operate more profitable, safe, and sustainable industrial facilities. We empower customers to unlock data, accelerate industrial project modernization and digital maturity, increase productivity, and move the sustainability needle.

Our technologies help produce actionable insights that enable better decision-making and intelligence across the asset lifecycle of industrial projects, leading to improvements in safety, quality, efficiency, and productivity, which contribute to Economic and Environmental Sustainability.

Hexagon (Nasdaq Stockholm: HEXA B) has approximately 25,000 employees in 50 countries and net sales of approximately 5.4bn EUR. Learn more at hexagon.com and follow us @HexagonAB.

Why work for Hexagon?

At Hexagon, if you can see it, you can do it. Hexagon’s Asset Lifecyle Intelligence division puts their trust in you so that you can bring your ideas to life. We have emerged as one of the most engaged and enabled workplaces*. We are committed to creating an environment that is truly supportive by providing the resources you need to fully support your ambitions, no matter who you are or where you are in the world.

* In the recently concluded workplace effectiveness survey by Korn Ferry, a global HR advisory firm, Hexagon, Asset Lifecycle Intelligence division has emerged as one of the most Engaged and Enabled workplaces, when compared to similar organizations that Korn Ferry partners with.

Everyone is welcome

At Hexagon, we believe that diverse and inclusive teams are critical to the success of our people and our business. Everyone is welcome—as an inclusive workplace, we do not discriminate. In fact, we embrace differences and are fully committed to creating equal opportunities, an inclusive environment, and fairness for all.

Respect is the cornerstone of how we operate, so speak up and be yourself. You are valued here.