Customer Success Manager

6 months ago

Reading, United Kingdom Seequent Full time

Customer Success Manager (Hybrid)

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.

Headquartered in New Zealand with global reach, Seequent is the specialist subsurface software company within Bentley Systems. Together, we are helping build a more resilient world.

We’re a high growth, people-centric success story.

Seequentis a Bentley Systems company, working together to build a better future.

Role

Typicallyour Customer Success Manager (CSM) is responsible for developing customerrelationships that promote product or solution usage, retention and loyalty.Their job is to work closely with around fifty allocated client accounts, in aregular and proactive cadence, to ensure client satisfaction with the productsand services they have received and to immediately act on any areas ofimprovement.

Thecentral role of customer success is to ensure the customer is content and isderiving maximum value from the product or solution and their expectations arebeing met or exceeded. The central mission of this Customer Success role is tohelp clients see the benefits of, and switch to, the future of groundinvestigation data acquisition and storage.

What You Bring to The Team

Learn from thecustomer how, where and why they are using our products or competitiveproducts, and the problems that they are attempting to solve. This informs ourcurrent ability to offer advice, and aids future developments pathways. Develop and share abasic knowledge of the wider Seequent subsurface software portfolio, to be ableto spot opportunities to make our clients more successful in meeting theirobjectives. Confident andorganised, you put the client at ease with your clear communication andinteraction skills; Demonstrate theability to build rapport and relationships with a variety of decision makingDirectors and Heads of Department, as well as key users of the software. Drive success of thesolution within the account. Summarise supporttickets received and their status in your account review. This is anotheropportunity to demonstrate understanding of the client account, and to see ifthere is anything that may have been overlooked or deprioritised. Build a trustedrelationship with the client account and seek to expand your relationships toother users, teams and projects by enquiry, asking for referrals, promotingtraining and other means; By doing all theabove, increase the % chance of retention of the account and either manage therenewal or collaborate with the role administering the renewal process. To perform well inthis role you need your colleagues. You must be prepared to work as part of aconnected team, aware of the other roles and functions and regularly involvethem as appropriate to help you achieve the clients goals. As a team player,you work as part of the regional team to identify and progress opportunitiesmainly within existing customers; Gather marketintelligence to aid product development; Market development –setting up demonstrations, (possibly webinars) and supplying productinformation to prospective customers; Be a CRM champion byensuring the accurate maintenance of the client database which provides Segmentand Product Management with vital market information relating to futurebusiness pipeline. Actively monitorcustomer satisfaction levels and work to improve outcomes and customerperceptions; Assist the swiftprocessing of sales orders, keeping business continuity and client success inmind Always be anadvocate for the entire software portfolio and seeking to spark newopportunities within the account.

What Success looks like

You will have worked closely to develop great relationships withinfluential members in each of the clients in your defined portfolio, lookingat a number of success factors like number of new users onboarded, productadoption health with usage metrics, and identified new areas and reasons tohelp our clients. You will have accelerated the natural adoption, aiding our clients to bemore successful in meeting their objectives. You will have promoted the connected nature of the product, to otherapplications both inside and outside our software ecosystem. You will have managed the sales process for a great many accounts, whoare now enjoying the connectedness of the application, and are promoting thenew workflow to their colleagues and clients as a major benefit. Enabled your clients to share their database quickly and easily acrossmany Seequent products without having to import and export file types, saving alot of time and reducing the introduction of human error along the way. You area digital hero. You’ve maintained a cadence of communicating with customers about theirusage trends, sentiment, and mining opportunities for deeper engagement; Identified opportunities for clients to act as Seequent advocates (e.g.testimonials, case studies); Coordinated getting the right people in the room to support customers’needs; Become competent with usage and usability of our core solutions for youraccounts; Positively contributed to the region’s user and revenue growthexpectations; You’ll have received positive feedback from our user base and building areputation as being responsive, knowledgeable and accountable professional; Build trust-worthy relationships through appropriate product solutionsand technical expertise; Be recognised as a product expert and as a trusted source of how and whyusers use our solutions; Ensure super-users in accounts are well supported with a high level ofproduct knowledge so they are relatively self-sufficient and develop programsto achieve this; Recognise business opportunities; proactively following up leads andaction as appropriate; Keep an eye out for great success stories where we can elevate examplesof clients driving the industry to change for the better. We can help marketand spotlight these stories.

Essential Requirements

Educatedto degree level, preferred but not essential; Experienceworking with and managing stakeholders and customers in a technologyenvironment. Sales platform experience preferred; A highlevel of accuracy and attention to detail is required; Excellentcommunication and interpersonal skills across digital channels and face-to-faceon occasion; Flexibleapproach, 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 theclient challenges and a proven interest in applying digital tools to advancethe industry. Experienceworking with complex technology customers; Highlyorganized, collaborative and detail oriented; Empathetic,positive attitude with a desire to help our customers reach their goals; Results-drivenmentality, with a bias for speed and action; Stronganalytical skills, with the ability to translate data into insights. Experiencewith Excel preferred Experienceof geotechnical solutions a bonus; Technicalorientation and natural curiosity for how software works Accountmanagement and relationship building abilities; Demonstrableability to support sales with technical information and insight, advice,demonstrations, solution architecting, best practise, innovative ideas etcduring pre-sales phase to ensure we are crafting a winning solution for theopportunity that gains mindshare and credibility; Confidentoral and written communication skills in English (Other European languages aplus); Proventeam player with a self-starter attitude with ability to work wellindependently and self-manage workload effectively; Balancedand informed approach to problem solving; Tenacity,persistence and focus with the ability to prioritise between multiple tasks; Innovative,open to and able to work in a fast growing, fast paced and constantly changingenvironment. Strongslide-deck customisation, and presentation skills.

Why you will enjoy working with us.........

Flexibility  – Create a work-life balance that suits you withour hybrid work model.
Wellbeing  – Health benefits package, generous vacation, fully subsidizedsubscription to Headspace, regular wellness webinars, and 24/7 EAP access tosupport employee wellbeing.
Financial  – Competitive compensation, reviewed regularly,plus the option to join our Employee Stock Purchase Plan and RRSP savings plan.(Location dependent)
Learning  – Access to a wealth of training resources and a culture thatbelieves in promoting from within.
Connection  – Attend events in order to increase your knowledge and understandingand the sharing of knowledge. 

#LI-DM1


Inclusion + Diversity 

In addition to being dedicated to building a workforce that reflects diverse talent, we are committed to fostering an inclusive and accessible experience.
If you require an accommodation for any part of the recruitment process (including alternate formats of materials, accessible meeting rooms, etc.), please let us know and we will work with you to meet your needs. Please provide details in your cover letter of any accommodations needed.

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