Customer & Product Success Senior Executive

GLODON INTERNATIONAL PTE. LTD.; Singapore; On-site; SGD 45,000 - 65,000; Full time

Job summary

A leading company in the digital construction industry is looking for a Customer Success Manager to enhance product understanding and user adoption across the Asia region. The role involves engaging with end users, managing service-related revenue, collaborating with product teams in China, and conducting market research. The ideal candidate will possess a Bachelor's degree in Civil Engineering or Quantity Surveying and have at least 2 years of experience in Building Information Modeling.

Qualifications

• Minimum 2 years of relevant experience in Building Information Modeling (BIM) or digital construction.
• Proven ability to manage multiple responsibilities and prioritize tasks effectively.
• Demonstrates high energy and professionalism while being results-driven.

Responsibilities

• Plan and execute internal and external empowerment programs.
• Conduct market research and analyze competitor products.
• Monitor key customer success metrics.

Skills

Organizational Skills

Adaptability

Self-motivation

Team Orientation

Results-driven

Education

Bachelor's Degree in Civil Engineering

Bachelor's Degree in Quantity Surveying

Job description

Key Responsibilities:

1. Empowerment Program Delivery
   Plan and execute both internal and external empowerment programs for end users, enhancing product understanding and user adoption across the Asia region.
2. Service Revenue Management
   Responsible for achieving annual service-related revenue targets within the Asia team’s scope of work.
3. Product Collaboration & Support
   Liaise with China-based product lines to support regional product management efforts including:
   New product feature familiarization and communication
   Collection and consolidation of product requirements from the market
   Coordination of new version testing
   Compilation of FAQs and other product-related support materials
4. Market Research & Competitor Analysis
   Conduct market insight research and analyze competitor products to support business and product positioning strategies.
5. Policy Implementation & Standardisation
   Ensure consistent implementation of the company’s service policies across the Asia team, promoting process standardisation and quality control.
6. Service Metrics Monitoring
   Monitor key customer success metrics including:
   Software usage rates
   Subscription/renewal rates
   Service satisfaction levels
   Provide actionable recommendations for continuous improvement.
7. Customer Success Case Development
   Support the development of benchmark users, collect successful case studies, and summarise service methodologies for internal sharing and replication.
8. Data Management
   Ensure timely and accurate updates of all customer success-related data and documentation in internal systems.
9. Special Projects
   Take on ad-hoc tasks and cross-functional projects as assigned by management to support broader business goals.

Requirements:

• Educational Background:
  Possess at least a Bachelor's Degree in Civil Engineering, Quantity Surveying, or a related discipline.
• Industry Experience:
  Minimum 2 years of relevant experience in Building Information Modeling (BIM), digital construction, or related fields.
• Organizational Skills:
  Proven ability to prioritize tasks, manage multiple responsibilities, and adapt to changing priorities while meeting tight deadlines.
• Work Ethic & Personal Attributes:
  A self-motivated and fast learner with a strong sense of ownership.
  Demonstrates a team-oriented mindset, works well independently, and is results-driven with high levels of energy and professionalism.