What's the role?
We are looking for a Customer Success Manager to join the team of Engineering and provide good account management service on Hilti Profis Software.
Who is Hilti?
Hilti is where innovation is improving productivity, safety and sustainability in the global construction industry, and beyond. Where strong customer relationships are creating solutions that build a better future. Where there is pride and a sense of belonging across our 120 locations, carrying right into our lives and homes. Where people are exploring possibilities, leveraging their potential, owning their personal development and growing lasting careers.
What does the role involve?
- Provide customer caring for the Profis Engineering customers
- Serve as the primary point of contact and trusted advisor for a portfolio of Profis Engineering customers
- Deeply understand each customer's unique business needs, workflows, and challenges, and develop customized success plans to address them
- Provide comprehensive onboarding trainings, regular technical trainings and ongoing support to help customers effectively
- Implement and utilize the Profis Engineering software, keep track on the usage rate
- Monitor customer health metrics, proactively address any issues or concerns, and work to prevent churn
- Identify and capitalize on opportunities for product expansion, cross-selling, and contract renewals
- Collaborate with Engineering and Marketing team to provide valuable customer feedback and advocate for software enhancements
- Maintain accurate records of all customer interactions and activities within Salesforce
- Achieve and exceed defined customer satisfaction, usage, retention, and revenue growth targets
- Provide regular reports to the management on key performance metrics, customer trends, and crisis management outcomes
We have more than 200,000 interactions with our customers every day. It’s how we get to know their businesses, understand their needs and develop the precise products and services that will help them.
What do we offer?
- Long-term career development opportunities
- 14 days’ annual leave per year
- Birthday leave, volunteer leave, family care leave
- Medical insurance covering dependents
- Additional MPF voluntary employer contribution
What you need is:
- Bachelor's degree or the equivalent is required; business, engineering, or related majors are preferred
- 3 years of experience in a customer-facing role, preferably in the construction software or engineering, technology industry
- Excellent communication, interpersonal, and relationship-building skills
- Proven track record of successfully managing the full customer lifecycle, from onboarding to retention and expansion
- Proficient in using Salesforce and other customer success tools
- Ability to thrive in a fast-paced, dynamic environment and juggle multiple customer engagements simultaneously
- Passion for delivering exceptional customer service and a commitment to helping customers succeed
Why should you apply?
We’re looking for customer-focused field engineers in Town to kick start their careers in a rewarding, high-performing, international company.
We have an excellent mix of people, which we believe makes for a more vibrant, more innovative, more productive team. If you have two or more years’ experience in engineering or construction, it’ll be a big advantage.
We look forward to receiving your application. Interested applicants please submit your CV by clicking the "Apply Now" button.
Only those candidates who have been shortlisted will be contacted for further steps.
