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Customer Success Manager
3 months ago
The Company
Seequent builds world-leading subsurface software, helping create a better understanding of the earth to ensure a better world for all.
We are constantly evolving at the forefront of technology to transform how geo-professionals work, eliminating barriers to understanding by connecting software, teams, and the tools they need.
Every day, our customers in over 100 countries work to develop mineral resources more sustainably, design and build better infrastructure, protect the environment, source renewable energy, and help resolve historical challenges such as groundwater contamination and ageing infrastructure.
Our integrated earth modelling, geo-data management, and team collaboration software enables them to see a more complete picture of the earth: because with more understanding comes better decisions - for people and the planet.
We're a high growth, people-centric success story.
- Seequent is a Bentley Systems company, working together to build a better future._
Overview
Typically our Customer Success Manager (CSM) is responsible for developing customer relationships that promote product or solution usage, retention and loyalty.
Their job is to work closely with 50+ allocated client accounts, in a regular and proactive cadence, to ensure client satisfaction with the products and services they have received and to immediately act on any areas of improvement.
This CSM role initially will be focused upon the Civil business segment but may broaden out over time.There may be an opportunity to be based upon the broader Emerging Markets segment with interactions and activities with Energy and Environment customers.
Working closely with ISRs and Account Managers, you will be responsible for demonstrating the product highlights to existing accounts, onboarding new solutions and products, and often assisting them in building the return-on-investment case, and addressing and concerns or issues they might have from a usability perspective.
The central role of customer success is to ensure the customer is content and is deriving maximum value from the product or solution and their expectations are being met or exceeded.
Please note that this role will be based in Perth, Australia and will require the successful person to reside here.
Our expectations of you
Product Knowledge
You will not be required to know everything but it would be beneficial to become proficient as a generalist product user across the appropriate Seequent product range.
Initially the focus should be upon the geotechnical products however it will be advantageous to develop a broader knowledge across the Seequent product portfolio.
Capable of leading an existing client through our product range and building a business case with them to maximise their investment.
General knowledge of the geotechnical workflows would be advantageous in this role.Learn from the customer how, where and why they are using our products or competitive products, and the problems that they are attempting to solve.
This informs our current ability to offer advice, and aids future developments pathways.Develop and share a basic knowledge of the wider Seequent subsurface software portfolio, to be able to spot opportunities to make our clients more successful in meeting their objectives.
Customer engagement skills
Confident and organised, you put the client at ease with your clear communication and interaction skills;
Demonstrate the ability to build rapport and relationships with a variety of decision-making Directors and Heads of Department, as well as key users of the software.
Drive usage, usability and ultimately success of the solution within the account.Support
Summarise support tickets received and their status in your account review.
This is another opportunity to demonstrate understanding of the client account, and to reach out to the account, engage and provide solutions to their issues.
The role should be to manage the client's expectations and ensure that there is support within the account.Build Relationships
Build a trusted relationship with the account and seek to expand your relationships to other users, teams, departments and projects by enquiry, asking for referrals, promoting training and other means;
By doing all the above, increase the % chance of retention of the account and either manage the renewal or collaborate with the role administering the renewal process.
Teamworking
This is a team-structured role.
To perform well in this role, you must be prepared to work as part of a connected team, aware of the other roles and functions and regularly involve them as appropriate to help you achieve your objectives.
Opportunity identification
As a team player, you work as part of a regional team to identify
