Technical Customer Success Manager (Engineering 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.

As a business, we are committed to making construction better.As an employer, we have created a caring and performance-oriented culture for our employees. We are thrilled to be recognized as the 4th Best Workplaces™ in Asia 2024 by Great Place to Work® Institute &  Hilti Hong Kong is  listed as one of the  Best Workplaces  ™  in Hong Kong 2024!

What's the role?

• 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

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 do you need?

• 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

Launch your application

By submitting your candidate data, you confirm and agree that Hilti may process the candidate data according to the recruitment purposes set out.

We look forward to receiving your application and regret that only shortlisted candidates will be notified.