Expert Client Engagement Specialist

Job Overview

This role is a critical driver of client success, adoption, and long-term engagement with our organization. The Customer Success Manager will lead the client relationship and be deeply embedded in each account's journey, from onboarding to advocacy.

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• Clients will own the discovery and qualification of client needs, track product usage behavior, lead impact-focused reviews, and coordinate the engagement of our Advisory Practice to deliver expert insight.">

The Customer Success Manager will work closely with Sales, Advisors, Project Delivery, and Product teams to ensure alignment between solutions and customer needs.

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• Client Onboarding & Enablement:">
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  • Collaborate with Sales to understand customer goals, success criteria, and buying motivations.">
  • Develop tailored onboarding journeys for project lifecycle, stakeholder roles, and strategic outcomes.">
  • Deliver product and process training sessions that enable customers to confidently use our core and advanced solutions.">
  • Capture and document initial and ongoing discovery insights into customer records.">
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    • Strategic Client Relationship Management:">
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      • Manage communication, experience, and value delivery across touch points.">
      • Develop and execute tailored Client Success Plans based on evolving project data and client objectives.">
      • Lead regular structured impact reviews incorporating usage data and visual storytelling to demonstrate ROI.">
      • Track product behavior, platform engagement, and adoption trends, proactively addressing gaps and friction.">
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        • Client Needs Discovery & Advisory Routing:">
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          • Assess emerging client needs and pain points tied to exploration, modeling, communication, or program management using a Discovery Framework.">
          • Determine when to route clients to our Advisory Practice using intake templates and structured referrals.">
          • Follow through post-engagement to ensure the client received value and that outcomes are integrated into future planning.">
          • Partner with Practice Leads to identify repeatable advisory opportunities within your account base.">
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            • Growth, Retention & Advocacy:">
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              • Maintain high levels of client health, satisfaction, and platform loyalty through proactive planning and guidance.">
              • Identify potential issues proactively to mitigate churn.">
              • Own preparation for renewals by ensuring clients have achieved visible outcomes and stakeholder alignment.">
              • Turn clients into advocates by promoting our usage in external presentations, IR meetings, and press engagements.">
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                • Cross-Functional Collaboration:">
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                  • Collaborate with Advisors, Project Delivery, and Product teams to surface client insights and usage data guiding business decisions and aligning solutions to customer needs.">
                  • Act as the voice of the customer within the organization and champion client feedback for roadmap planning and improvement of onboarding or advisory playbooks.">
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                    • Qualifications:">
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                      • Education:">
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                        • Bachelor's degree in Business Administration, Marketing, Geology, or a related field.">
                        • Advanced degrees or professional certifications related to mining or capital markets are highly desirable.">
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                          • Experience:">
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                            • 3+ years of experience in a Customer Success, Account Management, or related role, preferably in the technology or mining industry.">
                            • Proven track record of managing client relationships and delivering successful outcomes.">
                            • Strong understanding of the mining industry and the challenges faced by mining companies.">
                            • Familiarity with AI and technology solutions within the mining industry is a plus.">
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                              • Core Competencies:">
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                                • Strong consultative communication and listening skills.">
                                • Familiarity with discovery frameworks and solution qualification.">
                                • Ability to convey complex information clearly and effectively.">
                                • Ability to interpret product usage data and spot actionable patterns.">
                                • Experience running structured reviews and impact presentations.">
                                • Understanding and addressing client concerns with sensitivity.">
                                • Proactively developing solutions to client challenges.">
                                • Comfort using CRM and CSM tools (Salesforce, Vitally etc.).">
                                • Knowledge of the mining lifecycle and technical reporting (a plus).">
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                                  • What We Offer:">
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                                    • Competitive salary and bonus structure.">
                                    • Paid Time Off (PTO): Including vacation days, sick days.">
                                    • Work-Life Balance: Flexible work hours, remote work options.">
                                    • Professional Development: Career growth program to help our team unlock their full potential and advance their career.">
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                                      • Terms of employment:">
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                                        • Full-time, Permanent, Remote work in Canada.">
                                        • Professional References and completion of a background check will be required for this position.">
                                        • Must be authorized to work in Australia.">
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