Customer Success Manager

4 weeks ago

Reading, Reading, United Kingdom Seequent Full time
Customer Success Manager (Hybrid)

About Seequent

Seequent is a world-leading subsurface software company that helps 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.

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.

As a Customer Success Manager (CSM) at Seequent, you will be responsible for developing customer relationships that promote product or solution usage, retention, and loyalty. You will work closely with around fifty 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.

Key Responsibilities
  • Learn from customers how, where, and why they are using our products or competitive products, and the problems that they are attempting to solve.
  • 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.
  • Confident and organized, you put the client at ease with your clear communication and interaction skills.
  • Drive success of the solution within the account.
  • Summarize support tickets received and their status in your account review.
  • Build a trusted relationship with the client account and seek to expand your relationships to other users, teams, and projects.
  • Identify opportunities for clients to act as Seequent advocates.
  • Coordinate getting the right people in the room to support customers' needs.
  • Become competent with usage and usability of our core solutions for your accounts.
  • Positively contribute to the region's user and revenue growth expectations.
  • Build trust-worthy relationships through appropriate product solutions and technical expertise.
  • Be recognized as a product expert and as a trusted source of how and why users use our solutions.
  • Ensure super-users in accounts are well supported with a high level of product knowledge.
  • Recognize business opportunities and proactively follow up leads.
Requirements
  • Educated to degree level, preferred but not essential.
  • Experience working with and managing stakeholders and customers in a technology environment.
  • 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.
  • 3+ years in a Customer Success, Relationship Management, Account Management, and/or a Ground Investigation or Geological background, familiar with the client challenges and a proven interest in applying digital tools to advance the industry.
  • Experience working with complex technology customers.
  • Highly organized, collaborative, and detail-oriented.
  • Empathetic, positive attitude with a desire to help our customers reach their goals.
  • Results-driven mentality, with a bias for speed and action.
  • Strong analytical skills, with the ability to translate data into insights.
  • Experience of geotechnical solutions a bonus.
  • Technical orientation and natural curiosity for how software works.
  • Account management and relationship building abilities.
  • Confident oral and written communication skills in English (Other European languages a plus).
  • Proven team player with a self-starter attitude with ability to work well independently and self-manage workload effectively.
  • Balanced and informed approach to problem-solving.
  • Tenacity, persistence, and focus with the ability to prioritize between multiple tasks.
  • Innovative, open to, and able to work in a fast-growing, fast-paced, and constantly changing environment.
  • Strong slide-deck customization and presentation skills.
Why You Will Enjoy Working with Us

We offer a hybrid work model that allows you to create a work-life balance that suits you. Our wellbeing package includes health benefits, generous vacation, fully subsidized subscription to Headspace, regular wellness webinars, and 24/7 EAP access to support employee wellbeing. We also offer competitive compensation, reviewed regularly, plus the option to join our Employee Stock Purchase Plan and RRSP savings plan (location-dependent). Our learning and development opportunities include access to a wealth of training resources and a culture that believes in promoting from within. We also encourage connection and knowledge sharing through events and regular meetings.

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