Job Description
At Seequent, we help organizations understand the underground and make informed decisions. We build technology that transforms the way customers work with Earth sciences, enabling them to develop critical mineral resources sustainably, design better infrastructure, source renewable energy, and reduce their environmental impact.
Our team operates globally while maintaining headquarters in New Zealand. The Customer Success program focuses on developing relationships that promote product usage, retention, and loyalty. It is designed to align closely with specific customers through regular and proactive routines to ensure satisfaction with the program, product availability, and services contracted.
The Customer Success Manager will work closely with the technical team and account managers to ensure all activities within assigned accounts drive continual product usage. They will address customer concerns or issues related to usability and proactively ensure growth in and retention of the account.
The role involves frequent liaisons with each account, analyzing usage data beforehand to provide insights. This will facilitate proactive engagement with customers to discuss their usage, use cases, possible alternate solutions, or options to solve their particular work activities, recent campaigns, training needs, etc.
Duties and Responsibilities
* Drive growth within existing contracted accounts by understanding business needs and providing solutions to help them succeed.
* Enable successful solution roll-out to customers, including sharing and developing relevant training, onboarding, and knowledge transfer activities.
* Maintain high levels of communication with customers about their usage trends, sentiment, and mining opportunities for deeper engagement.
* Identify opportunities for customers to act as Seequent advocates, such as testimonials or case studies.
* Collaborate closely with the wider Seequent team to explore and close new opportunities for customers to consume our products.
* Coordinate resources across the Seequent organization as needed to support customers' needs.
* Be competent with the usage and usability of core solutions for assigned accounts, contributing positively to regional user and revenue growth expectations.
Qualifications
* Educated to degree level (preferred but not essential).
* Experience within Civil or Environment businesses will be well regarded.
* 5+ years in a Technical, Pre-Sales, or Account Management role.
* Experience working with geotechnical solutions is a bonus.
* Experience managing stakeholders and customers in a technology environment.
* A high level of accuracy and attention to detail is required.
* Excellent communication and interpersonal skills across digital channels and face-to-face interactions.
* Flexible approach with ability to operate effectively in uncertain and changing environments.
* Driven, self-motivated, enthusiastic, and with a "can do" attitude.
* Highly organized, collaborative, and detail-oriented.
* Experience building and maintaining relationships to mitigate churn and drive engagement and renewals.
* Empathetic and positive attitude with a desire to help customers reach their goals.
Benefits
We aspire to be pioneers of positive change in the way organizations work with the underground. Our team works collaboratively, stays curious, makes change happen, and has a global impact. We bring our authentic selves to work and are enthusiastic about what we do. Great benefits are unique to each location and can be discussed with your Talent Acquisition Specialist.
Others
We champion the uniqueness of each individual, promoting inclusiveness, equity, and accessibility. If you require accommodation during our recruitment process, please let us know. We strive to create a fair opportunity for all candidates.