Customer Success Manager, APAC & ANZ (Remote)

Remote

Employee

Sales

Cintoo is a fast-growing start-up developing a SaaS platform named Cintoo Cloud, at the convergence of Reality Capture and Digital Twins. We are searching for flexible go-getters who welcome the challenge of meeting the needs of a fast-growing business. Cintoo Cloud improves the performance and efficiency with a complete cloud-based, collaborative Scan & BIM platform to manage and distribute Reality Capture data, such as laser scans, with no compromise on accuracy. To date, over 450 companies and 50,000 users in 40 countries have uploaded over 300 km² on active projects, across hundreds of sites, in many countries, spanning industries such as automotive, construction and energy.

At Cintoo, we are driven by passion motivating our talented team to work together as a supportive family, fostering innovation and success. Here the AGILE method is for real!

Diversity is fundamental for us. We prioritize talent above all else, encouraging an inclusive and respectful environment where everyone can thrive as their true selves.

We are seeking a talented and passionate Customer Success Manager who will be responsible for working with the Strategic Account Manager for the APAC and ANZ Region. Your role will be to help craft the company's customer success strategies, build strong relationships with customers to deliver consistently excellent customer experiences. You will be part of our Customer Success Management Team, with members already located in North America and Europe.

Objectives of this role:

Be a member of the global Customer Success Management team (and a part of the global sales team), providing innovative technical customer solutions, pre- and post-sales work to support our sales efforts that will expand & grow new and existing accounts in the Reality Capture and Digital Twin marketplace in the APAC and ANZ Regions.
Own overall relationship with assigned clients, which includes managing on-boarding, implementation, increasing adoption, and ensuring retention and high levels of customer satisfaction.
Establish a trusted and strategic advisor relationship to help drive continued value of our products and services.
Maintain and develop customer success strategies and best practices, as well as customer support content.
Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learnings.
Maintain existing customer success metrics and data as directed.

Responsibilities:

Serve as day-to-day technical contact for assigned strategic accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them.
Act as the feedback loop between client and the product management team.
Review the customer journey when using the Cintoo Platform, identifying how it’s supported, taking a consultative approach in helping clients overcome issues and achieve goals.
Facilitate interaction and workflows between project team members to ensure expectations are met.
Collaborate, problem solve, and/or strategize upcoming client meetings with team members and Product Managers.
Prepare necessary documentation or visuals for client demonstrations via Teams meetings.
Work with the sales and marketing team to deliver customer references and develop case studies.
Act as voice of the customer to report back needs to Product Management team for future roadmap consideration.
Assist in adding content to Documentation Guide for new user on-boarding and training.
Develop and document workflows for demonstration purposes or presentation to the Cintoo Development team for implementation.

Requirements:

The ideal candidate is passionate about using analytical skills to identify problems, find solutions, and improve relationships. To succeed in this role, you should have a strong knowledge of laser scanning and other reality capture solutions, digital twin and modeling platforms as well as relevant experience in the fields of Construction, Manufacturing, Energy & Power or Industrial Processing.

5+ years of experience working as a VDC Manager, Project Engineer, Technical Innovation Mgr. or similar role utilizing Reality Capture technologies.

Working knowledge of one or more hardware/software reality capture solutions (required): Leica, Faro, Trimble, NavVis, Drone hardware, 360 Photo solutions, etc.
Working knowledge of Digital Twin/Industry 4.0 practices using Autodesk Products (required): BIM 360, Autodesk Construction Cloud, Revit, Navisworks, Plant 3D, Inventor, Recap.
Familiarity with other software technology solutions (preferred): ESRI, Siemens, Bentley, Aveva, SAP, Oracle, Solidworks, etc.
Strong verbal and written communication, strategic planning, and project management skills.
Excellent level of spoken and written English. Second language are also a benefit.
Strong empathy for customers and passion for revenue and growth.
Strong understanding of value drivers in subscription and recurring revenue business models for SaaS platforms.
Analytical and process-oriented mindset.
Active team player, self-starter, and multitasker who can quickly adjust priorities.