Client Success Lead, Americas - GeoDin

Fugro-Geoteam AS; Maryland; Remote; USD 80,000 - 120,000; Full time

Job summary

Join a pioneering geodata expert as a Client Success Lead for the Americas. In this role, you'll ensure client satisfaction, facilitate onboarding, and provide tailored support in a fully remote setting. Ideal applicants will have a technical background and a passion for enhancing customer experience through digital solutions. You will lead efforts to expand GeoDin's footprint in the North American market, making a significant impact on data management efficiency.

Benefits

Flexible work models

Comprehensive benefits package

Career growth opportunities through training

Access to LinkedIn Learning

Qualifications

• 5+ years experience in customer data solutions preferred in geotechnical or civil engineering domains.
• Proficiency in migrating clients and supporting them during onboarding.
• Strong digital solution aptitude for enhancing customer experience.

Responsibilities

• Serve as the first point of contact for client support inquiries.
• Deliver seamless user onboarding for new clients.
• Provide tailored client solutions and support regional sales efforts.

Skills

Client Engagement

Technical Background

Customer Support

Education

Bachelor's degree in Geotechnical Engineering, Civil Engineering, or Geology

Master’s in Science

Tools

Helpdesk and support ticketing software

Job description

Job Description

GeoDin, a “global start-up", is part of Fugro, the world’s leading geodata expert. Building on our decades of experience in geotechnical data management and software applications, we are pioneering the future of geotechnical software solutions, dedicated to revolutionizing how geotechnical data is managed and utilized across the industry.

As we expand our footprint into the North American geotechnical market, we are seeking a driven, knowledgeable, and skilled individual as Client Success Lead, Americas to join our dynamic global Client Success team.

The Client Success Lead, Americas, will ensure our regional clients have the best experience in adopting and using GeoDin, obtaining the highest value from the software. This role requires a proactive client-focused individual who excels in a dynamic environment. You will onboard new clients, ensuring a smooth transition, establishing and maintaining a trust relationship, and contribute to our client satisfaction and retention goals in the region. With the backing of the global Client Success organisation, you will be lead the support & training operations in the region as well as delivery of customer specific adaptations and configurations.

Fugro will not pay work authorization or sponsorship. Fugro will not provide or pay for relocation; this job opportunity can function fully remote.

Job Responsibilities

The Lead Regional Client Support - Be the first point of contact with the clients on all support inquiries

• Respond to support tickets as they arise from the region and triage appropriately to the global teams as needed.
• Provide assistance to tickets and issues from other regions as needed, expanding the support capabilities to have wider time coverage.

Deliver Seamless User Onboarding – Provide seamless migration and adoption experience to new users and organisations.

• Provide getting started packages, including license setups, initial trainings.
• Inquire and understand the client migration challenges, providing early and proactive support.

Setup and deliver custom-specific solutions – Understand the regional client needs, proposing and setting up specific solutions.

• Make proposals on client-specific solutions that deliver high value.
• Collaborate with the global Client Success team on delivering the specific solutions, including (database) configurations, template customisations, specific datatype setups.

Awareness in the region on GeoDin and its capabilities – Deliver demos, (technical) trainings and learning sessions to grow the understanding and appreciation of GeoDin

• Adapt training materials and content to regional requirements as needed.
• Deliver online & in-house trainings for clients, tailored to their needs.
• Support regional sales lead in attending events & client meetings, setting up demonstrations and booths, delivering live demos for potential clients.

Client Retention – Ensure the regional clients are extracting the highest value from their GeoDin usage

• Become the trusted partner to the clients, checking in regularly to their needs and experiences.
• Ensure the clients are informed & up to date with the latest functionalities
• Assist in license renewals and extensions, where needed.

Voice of Regional Needs – Identify structural improvements, development areas and features for GeoDin based on regional client feedback and market developments, and distil these for the global product teams to ensure GeoDin fulfils and exceeds regional market needs.

• Collect and relay client challenges and wishes to global.

Job Requirements

• Authorized to work in the United States, without restrictions.
• Possess a valid passport or the ability to obtain for international travel requirements.
• Possess a Bachelor’s degree in Geotechnical Engineering, Civil Engineering, or Geology is required. Master’s in Science is preferred.
• Have a minimum of 5 years or more experience in delivering customer data solutions, preferably in geotechnical, geospatial or civil engineering domain.
• Willingness to travel within the region for client visits, product demonstrations, and commercial events. Attend global team gatherings, when needed, in Europe. Travel up to 10% for this role is required.
• Strong technical background, preferably in geotechnical engineering, civil engineering, or geology.
• Demonstrated passion for digital solutions and technology trends, with a keen aptitude for leveraging digital tools and platforms to drive business outcomes and enhance customer experience.
• Knowledge of GeoDin or similar geotechnical software applications considered a strong plus.
• Able to work independently, remotely and skilled to manage multiple priorities in a fast-paced environment.
• Proficiency in helpdesk and support ticketing software, preferable.

What We Offer

• Become a part of a “global start-up”: Unique opportunity to be part of team with high agility of a start-up leveraging Fugro’s global footprint and impact field
• Create Impact: Lead the expansion of GeoDin in the North American AEC Industry, to have positive impact on how geodata is better managed for safer, efficient and effective infrastructure developments.
• Go Experimental: Opportunity to propose, try, adopt and use latest modern productivity tools & techniques available.
• Be International: As part of a dynamic, diverse, and geographically disperse team, you will gain much experience in global operations and collaborations.
• Purposeful work: As a key part of our global strategy, you will have the opportunity generate meaningful contributions to Fugro’s mission to create a safe & liveable world.

What’s in it for you?

At Fugro, our people are our number one priority and central to our purpose to create a safe and livable world. Our values set the foundation for our unique culture: we are determined to deliver, we prepare for tomorrow, we do what’s right, and we build trust. Our talent philosophy is seeded by our values and fueled by a passion for learning, developing leadership behaviors, transparency, and accountability.

Fugro offers opportunities to sharpen skills and provide career growth through on-the-job learning experiences, LinkedIn Learning access, business and technical training, and leadership development programs.

We value the mental, physical, and financial health of our employees and their families and offer a variety of flexible work models. Fugro USA’s comprehensive benefits package also ensures you have choices that fit your needs at any life stage.

How to apply?

If you are interested in this role we look forward to discussing this opportunitywith you.Please click on our ‘apply’ button and upload your resume and cover letter.

Disclaimer for recruitment agencies:

Fugro does not accept any unsolicited applications from recruitment agencies. Acquisition to Fugro Recruitment or any Fugro employee is not appreciated.

Fugro USA posting Disclaimer

Fugro is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, family medical history or genetic information, political affiliation, military service, or other non-merit based factors.

Individuals with disabilities needing assistance in the recruitment process are encouraged to contact Human Resources directly at 713-369-5600, option 5 [e-mail].

EEO is the law poster

EEO is the law supplement poster

Pay Transparency