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 100 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. 

Headquartered in New Zealand with global reach, Seequent is the specialist subsurface software company within Bentley Systems. Together, we are helping build a more resilient world. We're a high growth, people-centric success story. Seequent is a Bentley Systems company, working together to build a better future. 

The Role:
The Customer Success Manager is responsible for developing customer relationships that promote product our 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.  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.  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:

• Becoming proficient as a generalist user across the most used and appropriate Seequent product range for accounts.
• Learning 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.
• Developing and share product expertise and knowledge, to provide advisory support to customers, colleagues, and peers, enabling them to be successful in meeting their objectives.
• Demonstrating effective communication and interaction skills.
• Demonstrating the ability to build rapport and relationships with a variety of end users, Directors, Heads, engaging at various levels.
• Driving usage and usability of the solution within the account.
• Maintaining a cadence of communicating with customers about their usage trends, sentiment, and finding opportunities for deeper engagement.
• Encouraging feedback from customers and build a reputation as being responsive, professional, knowledgeable, and accountable. 

To be successful in this role, you should have: 

• Must have a Geology/ Geoscience qualification (or background) ideally at degree level or higher
• Minimum of 3 years in a Customer Success, Relationship Management, Account Management, Business Development or similar role is desirable. 
• 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.
• 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.
• Natural curiosity for how software works.
• Account management and relationship building abilities.
• Confident oral and written communication skills in English.
• 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.