Customer Success Executive (Construction Tech)

Company Description

Airsquire is a Singapore tech company revolutionizing industrial 4.0 jobsites with our cutting-edge 360° A.I. space virtualisation technology. We are riding on the smart nation wave in construction digitalisation in Singapore, and have acquired the largest enterprise clientele of reputable real estate developers and builders in Singapore. We are building on our momentum in the market and looking to grow our team. If you identify yourself as a challenger, self-starter, team player and want to work with an open-minded, talented, energetic team - then Airsquire is for you!

Job Summary

Join our team as a Customer Success Executive, you will play a pivotal role in ensuring the success and satisfaction of our customers by providing technical expertise, proactive solutions, and tailored support. You'll act as the bridge between the technical and customer-facing teams, ensuring seamless integration and optimal use of our 360° AI capture technology.

Responsibilities:

Onboard

• Lead the project management, technical onboarding and deployment of Airsquire A.I. solutions, ensuring seamless implementation and adherence to timelines.
• Conduct training sessions and create onboarding materials to ensure customers can effectively use Airsquire A.I. solutions.

Support

• Troubleshoot technical issues, manage problems, and resolve support tickets efficiently, and prevent recurring incidents (e.g. using Jira, WhatsApp)
• Serve as the primary technical sales support resource, providing pre-sales demonstrations and post-sales support. (e.g. on-site or remote using Meets/Zoom)

Feedback

• Provide structured customer feedback to the product team, act as point-of-contact for product management, collaborate on feature requests & improvements. (e.g. using Jira, Figma)
• Conduct customer business needs analysis & assessments through data gathering, feedback analysis to recommend impactful solutions and workarounds. (e.g. using Swimlane diagrams, Requirements Documentation)

Monitor

• Track customer adoption metrics, usage trends, and engagement levels to provide actionable insights for improving customer success to manage and enhance business performance. (e.g. using Mixpanel, Google Analytics)
• Analyze customer engagement data to identify trends, improve user experience, and drive data-backed decision-making. (e.g. using Power BI, Mixpanel, SQL-based tools)

Advocate

• Build and maintain strong customer relationships by acting as the primary client contact. Utilize CRM tools to track engagement and ensure proactive support. (e.g. using Pipedrive, HubSpot)
• Identify customer opportunities through business development methodologies, and explore renewal and new expansion opportunities through industry engagement.
• Network and engage with industry professionals, attend events, and present in forums and self-organised sessions to build strategic relationships and promote Airsquire solutions.

Key Requirements

• Education: Degree in AEC (Architecture, Engineering, and Construction) or Facility Management. 
• Experience: Project site management experience, ideally as a Project Manager or Site Engineer, in construction projects. 
• Customer Focus: Proficiency in customer success, client-facing roles, and simplifying technical concepts for diverse audiences.
• Technical Skills: Skilled in issue management and prototyping tools like Jira and Figma, with strong problem-solving and workflow mapping capabilities.