User engagement advocate

Location: Hybrid or Office-Based - Malaysia

Position Summary: 

We are looking for a User Engagement Advocate SMB who can help us nurture and grow our SMB & e-commerce customer base. You will have the opportunity to build and maintain relationships with our users and ultimately ensure they continue to realize the value of our products through contract growth and renewal. Come join our awesome team and be part of a passionate group that’s creating something special within our user base. 

Responsibilities: 

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  Customer Growth: Take the lead in driving account growth, focusing on expanding our ever-growing SMB user base. 

  
  

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  Take ownership of their post-purchase journey, from adoption to expansion. 

  
  

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  Actively seek out new opportunities from the existing customer base with the help of upselling and cross-selling. 

  
  

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  Relationship Building: Get to know our users as thoroughly as possible. From onboarding onwards, it would be the first point of contact. 

  
  

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  Develop and nurture strong, long-lasting relationships—plant seeds for future opportunities. You're the bridge between user needs and our solutions! 

  
  

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  Relationship Management: Stay ahead in all user interactions. Organize onboarding sessions, craft impactful recap emails, or find ways to build new relationships. 

  
  

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  Collaboration: Work closely with our Product Sales and Success teams to ensure a seamless user experience from the first touchpoint. 

  
  

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  Work with our Product team to provide feedback and explore and deliver solutions. 

  
  

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  Work with our Marketing team to build user advocacy. 

  
  

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  Learning and Educating: Use your knowledge to make our users successful. Embrace opportunities for continuous learning and growth. 

  
  

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  You may require travelling to user sites for meetings, support, and engagement 

  
  

Qualifications: 

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  2 to 5 years of experience in customer success, account management, or sales function. 

  
  

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  Ability to prioritize tasks in a fast-paced environment without compromising the quality of work. 

  
  

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  Excellent active listening skills, written communication skills, and the ability to effectively present written and verbal information to users and prospects via phone and email. 

  
  

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  Knowledge of customer success, power BI and/or Salesforce is a plus. Passionate about providing users with a positive experience. 

  
  

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  Ability to problem solve and propose solutions using data to drive decisions. Self-motivated and results-oriented, with the ability to work independently and as part of a team.  

  
  

What We Offer: 

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  A great Team and culture – please see our colleague video.  

  
  

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  An exciting career as an integral part of a world-leading software company providing solutions for architecture, engineering, and construction - watch this short documentary about how we got our start.  

  
  

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  An attractive salary and benefits package.  

  
  

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  A commitment to inclusion, belonging and colleague wellbeing through global initiatives and resource groups.  

  
  

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  A company committed to making a real difference by advancing the world’s infrastructure for better quality of life, where your contributions help build a more sustainable, connected, and resilient world. Discover our latest user success stories for an insight into our global impact.