Customer Success Specialist

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: 

•Educated to degree level, preferred but not essential. 
•Minimum of 3 years in a Customer Success, Relationship Management, Account Management, or similar role. 
•Experience working with and managing stakeholders and customers in a technology environment. Sales platform experience preferred. 
•A high level of accuracy and attention to detail is required. 
•Excellent communication and interpersonal skills across digital channels and face-to-face. 
•Flexible approach, able to operate effectively with uncertainty and change. 
•Driven, self-motivated, enthusiastic and with a “can do” attitude. 
•Experience working with complex technology customers. 
•Highly organized, collaborative and detail oriented. 
•Experience building and maintaining relationships, while working to mitigate churn and drive engagement and renewals. 
•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 with Excel preferred. 
•Experience of geotechnical solutions a bonus. 
•Natural curiosity for how software works. 
•Account management and relationship building abilities. 
•Confident oral and written communication skills in English. 
•Proficient in one or more of the following languages: Spanish, Portuguese, Italian. 
•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 prioritise between multiple tasks. 
•Strong PowerPoint skills would be a plus. 

Additional Information

Office-based working environment, work from our Denver or Vancouver Office two or more days per week.