What are the responsibilities and job description for the CUSTOMER SUCCESS MANAGER position at Seequent?
About Us
At Seequent, we help organizations 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.
The Role
The Customer Success Manager is responsible for developing customer relationships that promote our product solution usage, retention and loyalty. Their job is to work closely with a number of allocated customers (50 ), in a regular and proactive cadence, to ensure they are satisfied with the product and services they have received and to immediately improve upon any areas of dissatisfaction.
The customer success will be responsible for on-boarding and training new accounts in the use of the solution or product, addressing any concerns or issues they might have from a usability, how to use perspective and working to proactively ensure growth in and retention of the account. You will liaise with each account monthly / quarterly / adhoc; by analysing their usage data beforehand to furnish insights, will proactively engage the customer to discuss their usage, use cases, any possible upgrades or additional options, recent campaigns, training needs, support questions etc. Serving as advocates for accounts, educating them on products, and maintaining lasting relationships, driving retention, upsell and cross sell.
The central role of Customer success is to ensure the customer is content and is deriving maximum value from the product or solution and their expectations are being met or exceeded.
In this role, you will have the opportunity to :
- Become proficient as a generalist user across the most used and appropriate Seequent product range for accounts.
- Learn from the customer how, what, where and why they are using our products or competitive products and the problems that they are attempting to solve, then feed that information back to the appropriate teams within the business.
- Develop and share product expertise and knowledge, to provide advisory support to customers, colleagues, and peers, enabling them to be successful in meeting their objectives
- Demonstrate the ability to build rapport and relationships with a variety of end users, Directors, Heads, engaging at various levels.
- Drive usage and usability of the solution within the account.
- Maintain a cadence of communicating with customers about their usage trends, sentiment, and finding opportunities for deeper engagement.
- Encourage feedback from customers and build a reputation as being responsive, professional, knowledgeable, and accountable.
- Proactively act on any How To support tickets. Reaching out to the account, engaging and seeking to derive a solution and escalating when needed.
- Build a regular relationship with the account and seek to expand relationships to other users, teams, and projects by enquiry, asking for referrals, promoting training and other means.
- Increase the % chance of retention and additional business and manage this process.
- Identify opportunities for customers to act as Seequent advocates (e.g. testimonials, case studies)
- Collaborate, working as part of the regional team to identify and progress opportunities within new and existing customers.
- Gather market intelligence to aid product development.
- Be involved in Market development - setting up demonstrations, webinars and supplying product information to prospective customers.
- Be a CRM champion by ensuring the accurate maintenance of the client database which provides Management with vital market information relating to future business pipeline.
- Actively monitor customer satisfaction levels and work to improve outcomes and customer perceptions.
To be successful in the role you should have :
Additional Information
Office-based working environment, work from our Denver or Vancouver Office two or more days per week.
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Why you will enjoy working with us..
You will be joining a highly skilled, highly productive team of technical experts who are passionate about what we do. We are a friendly, intelligent, and supportive bunch and are looking forward to you bringing your expertise to the team. Our wider team is geographically diverse and from multi-disciplines, so even though you will be Calgary based you will have the opportunity to work with colleagues from across the globe.
In addition to awesome colleagues and work culture, you can also expect the following benefits :
We aspire to be pioneers of positive change in the way organizations 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
Facilities - Make use of the onsite gym, Golf Simulator facilities, Indoor Food Trucks, ergonomic standing desks, ping pong tables, and spacious in building caf.
Financial - Competitive compensation, reviewed regularly, plus the option to join our Employee Stock Purchase Plan and RRSP Match. We also offer generous vacation leave.
Learning - Access to a wealth of training resources through our digital learning platform Degreed, quarterly career conversations with your manager and a culture that believes in promoting from within.
Wellbeing - Health Insurance, fully subsidized subscription to Headspace, work life balance, regular wellness webinars, and 24 / 7 EAP access.
Our Commitment to Equity, Diversity, and Inclusion
At Seequent, we champion the uniqueness of everyone. 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!
If this posting gets you excited about joining Seequent please apply now!
For more information about everything Seequent, please visit Seequent.com.
