Customer Success Manager

Company Overview
Seequent (a Bentley Systems Co.) 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 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.

The Role

The Customer Success Manager is responsible for developing customer relationships that promote product usage, retention, and loyalty. They will 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.

Responsibilities

1. On-boarding and training new accounts.
2. Addressing any concerns or issues from a usability perspective.
3. Proactively ensuring growth and retention of the account.
4. Liaising with each account monthly/quarterly/adhoc by analysing their usage data beforehand to furnish insights.
5. Proactively engaging the customer to discuss their usage, use cases, any possible upgrades or additional options, recent campaigns, training needs, and support questions.
6. Serving as an advocate for accounts, educating them on products, and maintaining lasting relationships.
7. Driving retention, upsell, and cross-sell.

In this role, you will have the opportunity to:

1. Become proficient as a generalist user across the most used and appropriate Seequent product range for accounts.
2. Learn from the customer how, what, where and why they are using our products or competitive products and the problems they are attempting to solve, then feed that information back to the appropriate teams within the business.
3. Develop and share product expertise and knowledge, to provide advisory support to customers, colleagues, and peers.
4. Demonstrate effective communication and interaction skills.
5. Build rapport and relationships with a variety of end users, Directors, Heads, engaging at various levels.
6. Drive usage and usability of the solution within the account.
7. Maintain a cadence of communicating with customers about their usage trends, sentiment, and finding opportunities for deeper engagement.
8. Encourage feedback from customers and build a reputation as being responsive, professional, knowledgeable, and accountable.

To be successful in this role, you should have:

1. A Geology/Geoscience qualification (or background) ideally at degree level or higher.
2. A minimum of 3 years in a Customer Success, Relationship Management, Account Management, Business Development or similar role is desirable.
3. Experience working with and managing stakeholders and customers in a technology environment.
4. Sales platform experience preferred.
5. A high level of accuracy and attention to detail.
6. Excellent communication and interpersonal skills across digital channels and face-to-face.
7. Flexible approach, able to operate effectively with uncertainty and change.
8. Driven, self-motivated, enthusiastic with a 'can do' attitude.
9. Experience working with complex technology customers.
10. Experience building and maintaining relationships, while working to mitigate churn and drive engagement and renewals.
11. Empathetic, positive attitude with a desire to help our customers reach their goals.
12. Results-driven mentality, with a bias for speed and action.
13. Strong analytical skills, with the ability to translate data into insights.
14. Experience with Excel preferred.
15. Natural curiosity for how software works.
16. Account management and relationship building abilities.
17. Confident oral and written communication skills in English.
18. Proficiency in any African languages would be an advantage.

Working conditions

Hybrid working mode, with frequent travel to visit clients at their offices/sites/training centres or for internal/external events.