Customer Success Advisor

2 weeks ago

Perth, Australia Hexagon Asset Lifecycle Intelligence Full time

Responsibilities/Main Activities:
**Hexagon Asset Lifecycle Intelligence division **is seeking to hire a
**.**

As the
**Customer Success Advisor**, you will be the trusted advisor to our customers to help them win in their business while maximizing their return on investment in Hexagon Asset Lifecycle Intelligence solutions. Our
**Customer Success team** in a key role to drive customer satisfaction through their success in achieving desired outcomes by use of Hexagon Asset Lifecycle Intelligence division. Leveraging your practical industry knowledge, business acumen, relationship management and broad understanding of Hexagon.

This is a great opportunity to grow into a role with collaborative drive change management and adoption activities with key Business Decision Makers, help reduce implementation risk, drive usage of existing solutions, identify opportunities for upsell/cross-sell and maintain established retention rates for both maintenance and SaaS renewals.

**Responsibilities**
- Work with the assigned customers through the customer life cycle to provide a smooth transition through different stages (Onboard, Implement, Adopt, Achieve, Evolve).
- Lead adoption activities including educating customers on support processes and training requirements to help them meet their expected outcomes.
- Lead and own all aspects of post-sales engagement with the customer including coordination with Sales, Account Management, Project Management and the Implementation team, Trainers, Product Management and Technical Support Analysts.
- Continuously measure results, advising the customer on improving adoption, utilisation and improving user awareness of what is possible with Hexagon ALI Solutions.
- Identify risk and implement churn mitigation strategies to retain revenue.
- Monitor and improve customer health and satisfaction scores.
- Develop and maintain relationships with all key customer contacts.
- Be a single point of contact for "post-sales" escalations and be the customer champion within Hexagon ALI.
- Work with cross-functional teams (internal and external) to ensure timely resolution of the customer’s escalations and complex technical issues involving different internal teams.
- Conduct periodic reviews of the use of Hexagon ALI solutions, support services and the status of issues and escalations.
- Educate customers on the product roadmap, feature releases and in upgrade planning.

LI-AC1

Qualifications and Experience Required:

- Minimum of 3 years work experience in customer service, account management or project management.

**Skills Required**:

- Excellent communication skills, both written and verbal
- Strong attention to detail and ability manage multiple tasks
- Customer-focused and empathetic
- Ability to work independently and as part of a team
- Self-motivated and enjoys autonomy
- Courageous and confident enough to deal with tense and unpleasant situations.
- Calm and controlled in times of unanticipated and unpleasant work-related issues.
- Prior experience with Salesforce and/or a customer success tool such as Gainsight is advantageous.
- Occasional domestic and international travel is associated with this position - estimated at 10-30%

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