Regional Customer Success Manager- North Asia
Hong Kong

What's the role?

Take ownership of customer lifecycle management for Hilti’s solution offerings i.e., On!Track asset management service and fleet management (tool park management) by collaborating closely with countries in North Asia (Hong Kong, China, Taiwan, Japan and Korea) from implementation, successful launch of the services and an ongoing follow up of customer usage with the goal in driving customer engagement and retention as well as expanding the business opportunities to other product portfolios.

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.

Hilti is where your best belongs.

What does the role involve?

Collaborate closely with local markets in North Asia and regional office product marketing managers in redefine and develop the customer lifecycle management phases aiming to become a one-stop solution partner with our customers that help facilitate both cross & upselling and further uplift customer engagement as per the maturity level of the local markets.

Act as subject matter expert for local markets service team and our customers to ensure they derive value from our service offerings and pro-actively go beyond and above to ensure customer satisfaction throughout the entire lifecycle.

Actively involve in implementation phase with local markets solution consultant and their customers and conduct demonstration sessions to highlight how Hilti services address customer needs in a consultative approach.

Conducts formal business reviews with customers and serve as an advocate for your customers by analyzing and present findings to their end users on customer health and usage data to identify trends and opportunities to improve adoption.

Engage customer at regular cadence together with local markets’ solution consultants to measure satisfaction level, renewal probability and provide continual advice aiming to strategize account retention and growth opportunities.

Partner with global team to share learnings and success stories and to improve the processes as well as rollout customer lifecycle management tools.

Conduct trainings for markets in North Asia to on board new team members and modify training content to best accommodate local context as well as arranging and facilitate experience exchange at regional & global level.

We’re proud to be ranked in Great Places to Work 2020 as one of the Europe's best multinational workplaces.

What do we offer?

Show us what you’re made of and we’ll offer you opportunities to move around the business to work abroad, experience different job functions and tackle different markets.

It’s a great way to find the right match for your ambitions and achieve the exciting career you’re after.

Why should you apply?

We have a high-performing culture for highly passionate people. If you’ve never worked in sales or construction, that’s not a problem.

Success at Hilti is down to teamwork and ability, no matter what your background is.

What you need is :

  • Degree in business, marketing, or related discipline (MBA is an added advantage).
  • At least 7 years of experience in sales / business development and strong in solution and consultative selling with 2 years in management role with good track record of people development.
  • Solution oriented character with strong sense of achievement and willingness to drive change.
  • Strong conceptual and analytical skills combined with the ability to create and drive innovative solutions.
  • People oriented with ability to influence local process experts in different market environments / mentalities to gain their commitment and support.
  • Highly motivated, dynamic and great at influencing others to work together towards same direction with strong winning mindset.
  • Strong proficiency in both written and spoken English and one North Asian language.
  • Strong sense in understanding and deploying system and software.
  • Aspire to develop a long-term career with the company.
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