Customer Success Manager

We have an exciting opportunity for a Customer Success Manager to join Seequent, the Bentley Subsurface Company. We are looking for someone to work from our new Seequent office in Almaty, Kazakhstan.

OVERVIEW

The Customer Success Manager is responsible for developing customer relationships that promote product or solution usage, retention and loyalty. Their job is to work closely with a number of allocated customers (80+), 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.

Working closely with ISR’s and Account Managers, you 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  by analysing their usage data beforehand to furnish you with insights, you will proactively engage the customer to discuss their usage, use cases, any possible upgrades or additional options, recent campaigns, training needs, support questions etc.  By serving as advocates for your accounts, educating them on products, and maintaining lasting relationships, you will drive upsell and retention.

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. 

Our expectations of you

Product Knowledge

• Become proficient as a generalist user across the most used and appropriate Seequent product range for your 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 your own product expertise to provide advisory support to customers, colleagues and peers, enabling them to be successful in meeting their objectives

Customer engagement skills

• Supreme communication and interaction skills
• Demonstrate the ability to build rapport and relationships with a variety of end users, Directors, Heads of etc.
• Drive usage and usability of the solution within the account.

Support

• Proactively act on any “How To” support tickets. Reach out to the account, engage and seek to derive a solution to their issue. If you cannot solve it yourself due to technical complexity or knowledge, that is no issue. We are a team and your role is therefore to manage the customers’ expectations and build a plan, using for example Customer Solutions Specialists (CSS) who will be able to engage the account with a deeper knowledge set. Your role is to manage customer expectations and the process.

Build relationships

• Build a regular relationship with the account and seek to expand your relationships to other users, teams and projects by enquiry, asking for referrals, promoting training and other means;
• By doing all the above, increase the % chance of retention of the account and either manage the renewal or collaborate with the role administering the renewal process.

Teamworking

• You will not be required to know or do everything. You must be adept at working within a team, aware of the other roles and functions and regularly involve them as appropriate to help you achieve your objectives.

Opportunity identification

• Be a team player, working as part of the regional team to identify and progress opportunities within new and existing customers;
• Gather market intelligence to aid product development;
• 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 Segment and Product Management with vital market information relating to future business pipeline.

Marketing and Business goals

• Actively monitor customer satisfaction levels and work to improve outcomes and customer perceptions;
• Assist, facilitate and support all product upgrades, new releases and new products.

What Success looks like

• Drive retention and growth among our most valuable customers by understanding their business needs and helping them succeed;
• Enable successful roll-out of solutions to customers, including sharing and developing relevant training, on-boarding and knowledge transfer activities, including provision of information, digital assets, support portal etc.
• Maintain a cadence of communicating with customers about their usage trends, sentiment, and mining opportunities for deeper engagement;
• Identify opportunities for customers to act as Seequent advocates (e.g. testimonials, case studies);
• Collaborate closely with inside sales to onboard new customers, and explore and close New Existing opportunities;
• Coordinate resources across the Seequent organisation as needed, to support customers’ needs;
• Be competent with usage and usability of our core solutions for your accounts;
• Positively contributing to the region user and revenue growth expectations;
• Assist with the development of new opportunities in your accounts, to qualify and close and then manage the on-boarding and on-going usage of;
• Receiving positive feedback from our user base and building a reputation as being responsive, professional, knowledgeable and accountable;
• Build trust-worthy relationships through appropriate product solutions and technical expertise;
• Be recognised as a product expert and as a trusted source of how and why users use our solutions;
• Ensure super-users in accounts retain a high level of internal product knowledge so they are relatively self-sufficient and develop programs to achieve this;
• Recognise business opportunities; proactively following up leads and actioning as appropriate;
• Identify interesting user stories to share project successes for marketing purposes.

Skills, knowledge and competencies required to be great at this role:

• Educated to degree level, preferred but not essential;
• 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;
• Experience in utilizing and promoting through social networks is an advantageous addition.
• Flexible approach, able to operate effectively with uncertainty and change;
• Driven, self-motivated, enthusiastic and with a “can do” attitude;
• 3+ years in a Customer Success, Relationship Management, Account Management, or similar role;
• Having a background in the mining or oil and gas industries is a beneficial attribute.
• 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;
• Experience with cold calls is a complementary skill.
• 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;
• Technical orientation and natural curiosity for how software works and a passion for being regarded as an expect user and technical guru;
• Account management and relationship building abilities;
• Demonstrable ability to support sales with technical information and insight, advice, demonstrations, , best practise, innovative ideas etc during pre-sales phase to ensure we are crafting a winning solution for the opportunity that gains mindshare and credibility;  
• Demonstrable ability to confidently provide pre-sales technical and solution support to the sales teams, and lead and own the technical aspects of prospect and customer engagements;
• Be able to demonstrate and train customers across the entire SQ solution set, with style, proficiency and knowledge;
• Confident oral and written communication skills in English (Other European languages a plus);
• 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;
• Innovative, open to and able to work in a fast growing, fast paced and constantly changing environment.
• Strong PowerPoint/Keynote skills.
• Fluency in Russian is essential, while native Kazakh language skills are a valuable addition. Proficiency in English at an intermediate level is also required.

What we support you with

People working with and for you - Access to a team of qualified experts across a range of technical and customer solutions. You will be supported by other regional teams including Customer Solutions, Go-to-Market (GTM) teams, ISR’s, Segment specialists, as well as Group functions.  There are no direct reports, but you will need to work with external parties and across the Regional and Global Seequent team.

Financial Resources - Seequent have committed to providing a well-supported and professional office environment.

Product Training - A requirement of this role is to obtain and maintain a significant knowledge, competence and capability of Seequent software. Seequent will invest in providing you with product training at various levels and sales enablement resources when new product features and capabilities are released to market. Whilst skill and proficiency at the highest level will be recognised and rewarded, it is expected that team members will actively participate in formal training and self-learning exercises.

Travel   Seequent will pay for and arrange travel to the various locations in EMEA needed to carry out the role. Travel may be required to deliver business development, customer training sessions and project assistance.