Senior Customer Success Manager

Date: Jul 11, 2024

Location: Perth, WA, AU

Company: Bentley Systems

Seequent (The Bentley Systems Subsurface company) 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...

 

OVERVIEW

The Customer Success program is responsible for developing relationships that promote product or solution usage, retention, and loyalty. The program is designed to align closely with our specific customers in a regular and proactive routine, to ensure they are satisfied with the program, product availability and services they have contracted and to immediately improve upon any areas of dissatisfaction.

 

The Senior Customer Success Manager (CSM) will work closely with the technical team and Account Managers, being responsible for all activities within their assigned accounts to ensure on-boarding, product adoption, product engagement, product delivery and training drive continual product usage. The CSM will address any concerns or issues customers might have from a usability/how-to-use perspective and will work proactively to ensure growth in and retention of the account.

You will liaise with each account frequently; by analysing their usage data beforehand to furnish you with insights, you will proactively engage the customer to discuss their usage, use cases, possible alternate solutions, or options to solve their particular work activities, recent campaigns, training needs, etc.  By serving as advocates for your accounts, educating them on products, and maintaining lasting relationships, you will drive usage and retention. In addition, you will reach out into new departments or teams and educate them on the availability of the software portfolio and the tools available to solve their particular needs.

The central role of Customer Success is to ensure the customer is deriving maximum value from the product or solution portfolio 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. This can be used to drive new activities within the account.
    • Propose solutions using their available products within their existing contracts to solve their problems.
    • If the solution is not available within their existing contract, then acting within a business development sense to encourage the acquisition of the proposed solution.
    • 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

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

 

Support

  • 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 usage within the account and either manage the contract renewal or collaborate with the team 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 growth within our existing contracted accounts by understanding their business needs and providing them with solutions helping them succeed. This will include planning and executing strategic plans within the accounts.
  • 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 high level of communicating with customers about their usage trends, sentiment, and mining opportunities for deeper engagement
  • Identify opportunities for customers to act as Seequent advocates (eg. testimonials, case studies);
  • Collaborate closely with the wider Seequent team, and explore and close new opportunities for the customer to consume our products.
  • 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, from new users within existing departments to new teams and new departments.
  • 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 within the Civil or Environment businesses will be well regarded.
  • 7+ years in a Technical, Pre-Sales or Account Management, or similar role
  • Experience of geological and/or technical solutions a bonus
  • Experience working with and managing stakeholders and customers in a technology environment. Sales platform experience preferred
  • Experience working with complex technology customers.
  • A high level of accuracy and attention to detail is required.
  • Excellent communication and interpersonal skills across digital channels and face-to-face on occasion
  • Flexible approach, able to operate effectively with uncertainty and change
  • Driven, self-motivated, enthusiastic and with a “can do” attitude
  • Highly organized, collaborative and detail oriented
  • 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
  • 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, solution architecting, 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
  • Confident oral and written communication skills in English
  • 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.

 

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, Account Managers, 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 APAC needed to carry out the role. Travel may be required to deliver business development, customer training sessions and project assistance.      


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