Customer Success Manager ASEAN

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