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Customer Success Manager

Location
LocationAPAC
Salary
Salary110,000
Published
Published21st October
Sector
SectorCommercial Real Estate Innovation
Job Type
Job TypePermanent
Consultant
ConsultantFreddie Pascoe

Customer Success Manager role based in Hong Kong, Singapore, Sydney, or Melbourne.

JOB TITLE: Customer Success Manager, Asia Pacific

DEPARTMENT: Sales (Revenue)

LOCATION: Hong Kong, Singapore, Sydney, or Melbourne

REPORTS TO: Customer Success VP, Asia Pacific

 

They are one of the fastest growing global proptech firms moving rapidly into their next stage of hypergrowth. Established in London in 2006, they were created to solve the complex operational, everyday challenges for flexible workspaces, the largest growing segment in the commercial office market.

They believe the office environment of the past is no longer – the staid, the unresponsive and the impersonal – will be replaced with space-as-a-service and tech-oriented environment that has

already attracted the world’s largest enterprise users. Today, flex workspace accounts for less than 2% of the office space market and current growth estimates that will reach 30% by 2030. Traditional landlords need to adapt and have already started doing so, especially in light of COVID. The opportunity is massive.

In 2019, they became a publicly traded company on the London Stock Exchange and currently has offices in London, New York City, Los Angeles, and Hong Kong. They have customers across 28 countries.

 

WHAT THEY DO

They have built the only private cloud network to service the flexible workspace and commercial real estate industry which underpins their SaaS platforms. They simplify the day-to-day management of office buildings and the provisioning of secure wifi, internet and digital infrastructure services to tenants. Their platforms automate key tasks and processes and help flexible workspace providers deliver highly efficient, customer-centric workspace solutions. Their partners include some of the largest landlords and flex operators in the world, as they deliver an end-to-end, scalable solution by leveraging their 15 years of experience and their 100+ team of award-winning developers and engineers.

 

ABOUT THE ROLE

The Customer Success Manager role is an exciting opportunity to help lead the

company’s expansion and growth in the Asia Pacific region. Working closely with regional and global teams, this professional will be responsible for overseeing successful onboarding, implementation, and post-sale growth of their key customers. Broad autonomy will be given to manage accounts at senior levels, and the Manager will be responsible for helping their customers gain maximum value from their software in every aspect of their day-to-day operations.

The successful candidate should have experience working directly with large global Enterprise customers, preferably in the commercial real estate industry. Familiarity with multiple Asian markets is a plus, as is a second language. Initially targeting the Hong Kong, Singapore, and Australia markets,  they will eventually cover the entire Asia Pacific region.

 

MAIN DUTIES AND RESPONSIBILITIES
  • Be a key contributor to their customer-facing organization whose customers include the world’s leading landlords, asset managers, operators, and other industry stakeholders
  • Manage the post-sale process which includes onboarding new customers using standard training agendas to ensure successful uptake and integration of product
  • Maintain target churn metrics as well as high customer NPS
  • Demonstrate a clear understanding of the full their product offering, and feature sets within each customer
  • Clear communication with customers on new feature enhancements and services as they are
  • Management, upsell and cross-sell of product editions of customer contract
  • Conduct regular meetings with customers (either in their offices or online) according to the edition guidelines to ensure satisfaction and user
  • Management of any issues / bugs relating to your accounts once identified until resolved –working closely with the product team to manage prioritization of cases.
  • Provide feedback and suggestions to the Product Team on enhancement of design and
  • Identify behavioural industry trends and pro-actively share tips and tutorials on how customers can adapt software to address trends using media content that will reach global audience (webinars etc).
  • Regional travel may be

 

KNOWLEDGE AND EXPERIENCE
  • 5+ years of experience, ideally across multiple major Asia Pacific Real estate experience is preferred.
  • Proven track record of excellent verbal and written customer interaction and account development Will have managed large global customers directly and at senior levels.
  • Process driven and very Able to structure your day with minimal interaction from supervisors.
  • SaaS platform support and customer experience acumen, alongside familiarity with
  • CRM, billing, and support platform experience, such as com, Zendesk.
  • Financial accounting software experience, such as Xero, Sage, Quickbooks,
  • Knowledge and demonstrable experience of project planning processes, techniques, methodologies, risk management and commercial
  • The ability to push back when needed whilst keeping the customer happy.
  • Full fluency in An additional regional language is a plus.

 

APTITUDE AND PERSONAL QUALITIES
  • An interest in Real Estate, Proptech and
  • Bold, ambitious and assertive with excellent communication
  • An entrepreneurial spirit, including a relentless work ethic and high degree of self-
  • Strong organizational skills with ability to prioritize and handle multiple projects simultaneously with support from senior team
  • Enjoys being part of a multi-functional team, and able to work across all parts of the
  • Quick learner with aptitude and desire to learn new

LMRE APAC consultant

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Freddie Pascoe

Freddie Pascoe

020 4530 7478

freddie.pascoe@lmre.tech

LOCATION: APAC

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