Customer Success Manager SEE (m/f/d)

PlanRadar is a leading platform for digital documentation, communication and reporting in construction, facility management and real estate projects. It enables customers to work more efficiently, enhance quality and achieve full project transparency. By improving collaboration and providing access to real-time data, PlanRadar’s easy-to-use platform adds value to every person involved in a building’s lifecycle, with flexible capabilities for all company sizes and processes. Today, PlanRadar serves more than 150,000 users across 75+ countries.

PlanRadar promises an inclusive, engaging and exciting place to work. We are inquisitive minds who challenge the status quo, with a drive to change our client's industry for the better. Our people matter the most, and we regularly conduct surveys and implement changes to ensure our benefits and the way we work reflects the culture that we promote. If you're courageous and ready for a new adventure, join PlanRadar!

Meet the team here!

PlanRadar is looking for an experienced Customer Success Manager for SEE to join our global Customer Success team in Zagreb. As Customer Success Manager you will work closely with customers to help them discover their business needs. You will also onboard them on the best way to use PlanRadar’s features to obtain business value and exceed their targeted business outcomes. You will serve as a trusted advisor to customers and be responsible for the onboarding, adoption, advocacy, retention, and growth of your client base. Working closely with Sales Consultants, our CSMs to provide input into the strategic account and success plans, help identify areas where customers have room for improvement, and uncover new business opportunities within existing clients. Your ultimate goal is to build excellent customer relationships and boost value realization that promotes retention and loyalty.

AMONG OTHER THINGS YOU WILL

• Be the product expert and provide training and services to successfully implement/deploy our features on the customer side, both on-site and remotely
• Maintain a detailed understanding of PlanRadar, assist customers with questions and suggest the best solutions for their needs
• Carry out regular customer meetings and periodic business reviews to establish and quantify desired business outcomes and other key performance indicators
• Be a dedicated partner to our customers and support their needs and issues across all PlanRadar's departments
• Create success stories with your customers and collaborate with the marketing team to turn them into case studies
• Minimize customer churn through continuous engagement, value realization, education, coaching, and persuasion
• Partner closely with other cross-functional team members (e.g. product management, development) to translate business needs and product requirements into improved solutions

WHO YOU ARE

• You have experience with account management or Customer Success, preferably within the SaaS industry
• You have experience in using CRM systems and computer literacy
• You are experienced in web and mobile applications, and therefore have a  technical understanding and familiarity with IT systems
• You have excellent spoken and written Croatian and business English language skills
• You are accountable and very well organised
• You have exceptional ability to communicate and foster positive business relationships
• You are self-motivated, a proactive team player with innovative ideas, diplomatic skills, and tact. Poise under pressure, thrives in a multi-tasking environment, and can adjust priorities on-the-fly
• You are open to travel occasionally to customers or other PlanRadar's office locations for trainings

• Room for personal and professional development
• Challenging and diversified line of action
• Working in a fast-growing company with international customers and investors
• Centrally located and attractive office in Zagreb
• Possibilities to work from home
• Performance-related career system with  competitive and progressive base salary
• Uncapped bonus based on a success-related commission scheme
• Support from an experienced buddy during the onboarding phase
• Ongoing sales training by experienced coaches
• Motivated and agile team with a common vision
• Additional benefits like team events, free drinks & snacks, …

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