Customer Success Manager

At Seequent, we help organisations to understand the underground, giving the confidence to make better decisions faster.

We build world-leading technology that is at the forefront of Earth sciences, transforming the way our customers work. Every day we help them develop critical mineral resources more sustainably, design and build better infrastructure, source renewable energy, and reduce their impact on the environment.

We operate in 145+ countries while proudly maintaining headquarters in New Zealand.

Role

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. The Customer Success Manager (CSM) will work closely with the technical team and on occasion, Account Managers, being responsible for all activities within their assigned accounts to ensure on-boarding, product adoption, product engagement, product delivery and training drive continual product usage. The CSM will address any concerns or issues customers might have from a usability/how-to-use perspective and will work proactively to ensure growth in and retention of the account. You will liaise with each account frequently; by analysing their usage data beforehand to furnish you with insights, you will proactively engage the customer to discuss their usage, use cases, possible alternate solutions, or options to solve their particular work activities, recent campaigns, training needs, etc. By serving as advocates for your accounts, educating them on products, and maintaining lasting relationships, you will drive usage and retention. In addition, you will reach out into new departments or teams and educate them on the availability of the software portfolio and the tools available to solve their particular needs.

Duties and responsibilities

• 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.
• Be competent with usage and usability of our core solutions for your accounts · Positively contributing to the region user and revenue growth expectations
• Assist with the development of new opportunities in your accounts, from new users within existing departments to new teams and new departments.

Qualifications

• Educated to degree level, preferred but not essential.
• Experience within the Civil or Environment businesses will be well regarded.
• 5+ years in a Technical, Pre-Sales or Account Management, or similar role
• Experience working with geotechnical 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
• Highly organized, collaborative and detail oriented
• Experience building and maintaining relationships, while working to mitigate churn and drive engagement and renewals
• Empathetic, positive attitude with a desire to help our customers reach their goals

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Our Commitment to Equity, Diversity, and Inclusion

At Seequent, we champion the uniqueness of each individual. Our commitment to inclusiveness, equity, and accessibility is fundamental to who we are. If you require accommodation during our recruitment process, please let our Talent Acquisition team know. We are here to ensure a fair opportunity for all.

Research underscores that some individuals, especially women and underrepresented groups, may hesitate to apply for roles if they don't meet every requirement. Please don't count yourself out if you don't tick every box. We are committed to hiring a diverse team and encourage individuals of all background and abilities to apply. Thank you for considering us as your potential employer; we're excited to see what you can bring to our team

Benefits of being a Seequenteer and why you'll love being on our team.

We aspire to be pioneers of positive change in the way organisations work with the underground. We work collaboratively, stay curious, make change happen and have a global impact. We bring our authentic selves to work and are enthusiastic about what we do. Plus, you can expect great benefits; these benefits are unique to each location Seequent resides in. Please ask your Talent Acquisition Specialist.

If this posting gets you excited about joining Seequent please apply now

For more information about everything Seequent, please visit Seequent.com.

How to apply

If this sounds like the role for you, apply today with a covering letter and CV.