JOB SUMMARY The Customer Success Manager (CSM) role at Graphisoft is a vital position that is responsible for ensuring that our customers are getting the most value out of our products and services. The CSM is the primary point of contact for customers, working closely with them to understand their needs, guide them to professional services and support and identify/verify the success of the adoption. The CSM will also work closely with other teams within Graphisoft to ensure that customer feedback is being incorporated into product development and that customer needs are being met.
MAIN DUTIES & RESPONSIBILITIES Primary focus on Customer Retention in line with subscription sales strategies.Building and maintaining strong relationships with customers to ensure their satisfaction and success with Graphisoft products and services.Understanding customer needs and guide them to professional services and support to help customers get the most value out of Graphisoft's offerings.Identifying and monitoring the adoption of Graphisoft products/services to help customers achieve their goals.Collaborating with the sales team to identify and close new business opportunities with existing customers.Tracking and reporting on customer adoption and usage metrics to measure success, identify areas for improvement, and verify the CSM playbooks are being effective.Managing customer escalations and working to resolve any issues quickly and effectively.Staying up-to-date on industry trends and developments to provide valuable insights and advice to customers and for Graphisoft. JOB REQUIREMENTS A Bachelor's degree in a related field, such as AEC, with a minimum of 2 - 5 years of experience in a customer-facing role and preferred industry experience.Strong understanding of Graphisoft's products and services, as well as the industry trends and development.Excellent communication and interpersonal skills, with the ability to build and maintain strong relationships with customers.Strong problem-solving, strategic thinking abilities and adaptability.Ability to work independently and handle multiple tasks and priorities in a fast-paced, dynamic work environment.Ability to understand and analyze data to make informed decisions.Ability to handle customer escalations and resolve issues effectively.Experience with customer relationship management (i.e. Salesforce) tools and metrics tracking (i.e. ChurnZero or equivalent) is a plus.Ready and able to travel regionally.The job position will be Malaysia-based; it is a remote work position that requires the candidate to have a reliable internet connection and access to a conducive and quiet workspace.Demonstrate Graphisoft's core competencies such as conflict management, loyalty and commitment, productivity and effectiveness, quality of internal and external communication, taking the initiative, independence, ownership, teamwork and interaction with others, thoroughness and accuracy, time management and self-organisation.