Key Facts

Remote From:

Malaysia

Full time

English,

Hard Skills

Other Skills

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Consultative Approaches
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Training And Development
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Mobile Apps
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Calmness Under Pressure
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Accountability
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Communication
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Multitasking
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Teamwork
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Proactivity
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Creative Problem Solving
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Diplomacy
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Prioritization
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Relationship Building
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Computer Literacy
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Self-Motivation
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Problem Solving

Roles & Responsibilities

Experience with account management or Customer Success, preferably within the SaaS industry
Experience using CRM systems and strong computer literacy
Proficiency in Mandarin and business English (spoken and written)
Excellent communication and ability to build positive business relationships

Requirements:

Be the product expert and provide training and services to successfully implement and deploy PlanRadar 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 KPIs
Minimize customer churn through continuous engagement, value realization, education, coaching, and persuasion

PlanRadar

About PlanRadar

PlanRadar is an award-winning digital SaaS platform for documentation, task management and communication in construction and real estate projects. We operate across the globe, currently in over 65 markets. We service all markets across real estate and construction, adding value to every person involved in the building lifecycle, from contractors and engineers to property managers and owners. Our platform digitises all daily processes and communication, enabling time savings, cost savings and allowing projects to be completed to a higher quality. Everyday we help professionals drive efficiencies and increase their project success by streamlining the way they work and providing real-time access to valuable project data. Today, there are over 120,000 users of the platform experiencing huge cost and time savings with the help of PlanRadar. PlanRadar is currently available in 20 languages, and can be used across all IOS, Windows and Android devices.

Company type: SME

Founded: 2018

Company size: 201 - 500

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Job description

Position

Full-time

Location

Kuala Lumpur

Start

As of Now

Contract

Permanent

What we do at PlanRadar

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!

Meet the team here!

What you’ll get to do

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