AddressOVERVIEW
The Customer Success program is responsible for developing relationships that promote product or solution usage, retention, and loyalty. The program is designed to align closely with our specific customers in a regular and proactive routine, to ensure they are satisfied with the program, product availability and services they have contracted and to immediately improve upon any areas of dissatisfaction.
Our expectations of you
Product Knowledge
- Become proficient as a generalist user across the most used and appropriate Seequent product range for your accounts
- Learn from the customer how, what, where and why they are using our products or competitive products and the problems that they are attempting to solve,
- then feed that information back to the appropriate teams within the business. This can be used to drive new activities within the account.
- Propose solutions using their available products within their existing contracts to solve their problems.
- If the solution is not available within their existing contract, then acting within a business development sense to encourage the acquisition of the proposed solution.
Customer engagement skills
- Strategic orchestrator.
- Supreme communication and interaction skills
- Demonstrate the ability to build rapport and relationships with a variety of end users, Directors, Heads of, and Service Line Leads etc.
- Drive usage and usability of the solution within the account.
Support
- Reach out to the account, engage and seek to derive a solution to their issue. If you cannot solve it yourself due to technical complexity or knowledge, that is no issue. We are a team and your role is therefore to manage the customers' expectations and build a plan, using for example Customer Solutions Specialists (CSS) who will be able to engage the account with a deeper knowledge set. Your role is to manage customer expectations and the process.
Build relationships
- Build a regular relationship with the account and seek to expand your relationships to other users, teams and projects by enquiry, asking for referrals, promoting training and other means
- By doing all the above, increase the usage within the account and either manage the contract renewal or collaborate with the team administering the renewal process.
Teamworking
- You will not be required to know or do everything. You must be adept at working within a team, aware of the other roles and functions and regularly involve them as appropriate to help you achieve your objectives.
Opportunity identification
- Be a team player, working as part of the regional team to identify and progress opportunities within new and existing customers
- Gather market intelligence to aid product development
- Market development - setting up demonstrations, webinars and supplying product information to prospective customers
Marketing and Business goals
- Actively monitor customer satisfaction levels, and work to improve outcomes and customer perceptions
- Assist, facilitate and support all product upgrades, new releases and new products.
What Success looks like
- Drive growth within our existing contracted accounts by understanding their business needs and providing them with solutions helping them succeed. This will include planning and executing strategic plans within the accounts.
- Enable successful roll-out of solutions to customers, including sharing and developing relevant training, on-boarding and knowledge transfer activities, including provision of information, digital assets, support portal etc.
- Maintain a high level of communicating with customers about their usage trends, sentiment, and mining opportunities for deeper engagement
- Identify opportunities for customers to act as Seequent advocates (eg. testimonials, case studies);
- Collaborate closely with the wider Seequent team, and explore and close new opportunities for the customer to consume our products.
- Coordinate resources across the Seequent organisation as needed, to support customers' needs.
Skills, knowledge and competencies required to be great at this role
- Educated to degree level, preferred but not essential.
- Experience within the Civil or Environment businesses will be well regarded.
- 7+ years in a Technical, Pre-Sales or Account Management, or similar role
- Experience of geological and/or technical solutions a bonus
- Experience working with and managing stakeholders and customers in a technology environment. Sales platform experience preferred
- Experience working with complex technology customers.
- A high level of accuracy and attention to detail is required.
- Excellent communication and interpersonal skills across digital channels and face-to-face on occasion
- Flexible approach, able to operate effectively with uncertainty and change
- Driven, self-motivated, enthusiastic and with a "can do" attitude
What we support you with
- People working with and for you
- Financial Resources
- Product Training
- Travel
