At Seequent, we help organisations to understand the underground, giving the confidence to make better decisions faster.
We build world-leading technology that is at the forefront of Earth sciences, transforming the way our customers work. Every day we help them develop critical mineral resources more sustainably, design and build better infrastructure, source renewable energy, and reduce their impact on the environment.
We operate in 145+ countries while proudly maintaining headquarters in New Zealand.
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.
Please note that this role can be either based in Spain or Portugal and only candidates residing in these countries already will be considered (candidates who don't live in Spain or Portugal will unfortunately be rejected).
Duties And Responsibilities Position
Product Knowledge :
* 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.
Support :
* Proactively act on any "How To" support tickets. Reaching out to the account, engaging and seeking to derive a solution and escalating when needed.
Relationship building :
* Building a regular relationship with the account and seek to expand relationships to other users, teams, and projects by enquiry, asking for referrals, promoting training and other means.
* Increasing the % chance of retention and additional business and manage this process.
* Identifying opportunities for customers to act as Seequent advocates (e.g. testimonials, case studies)
Teamworking :
* 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 / Revenue generation and Account growth :
* Drive revenue growth by identifying and capitalizing on upsell and cross-sell opportunities.
* Develop a deep understanding of each client's unique needs, goals and pain points, to deliver tailored, value-driven solutions.
* Focus on expanding the portfolio of products customer purchase and increasing their lifetime value by aligning their success with our business objectives.
* Play a crucial role in meeting our revenue targets through effective customer growth strategies.
* Collaborator, working as part of the regional team to identify and progress opportunities within new and existing customers.
* Gathering market intelligence to aid product development.
* Involved in 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 Management with vital market information relating to future business pipeline.
Marketing and Business :
* Actively monitor customer satisfaction levels and work to improve outcomes and customer perceptions.
* Assisting, facilitating, and supporting all product upgrades, new releases and products.
Qualifications
* Educated to degree level, preferred but not essential.
* Minimum of 3 years in a Customer Success, Relationship Management, Account Management, Business Development or similar role is desirable.
* Proficient in Spanish, Portuguese, and English (Italian is desirable)
* Geological and / or Geotechnical background is a requirement
* 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.
* 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.
Our Commitment to Equity, Diversity, and Inclusion
At Seequent, we champion the uniqueness of each individual. Our commitment to inclusiveness, equity, and accessibility is fundamental to who we are. If you require accommodation during our recruitment process, please let our Talent Acquisition team know. We are here to ensure a fair opportunity for all.
Research underscores that some individuals, especially women and underrepresented groups, may hesitate to apply for roles if they don't meet every requirement. Please don't count yourself out if you don't tick every box. We are committed to hiring a diverse team and encourage individuals of all background and abilities to apply. Thank you for considering us as your potential employer; we're excited to see what you can bring to our team
Benefits of being a Seequenteer and why you'll love being on our team.
We aspire to be pioneers of positive change in the way organisations work with the underground. We work collaboratively, stay curious, make change happen and have a global impact. We bring our authentic selves to work and are enthusiastic about what we do. Plus, you can expect great benefits; these benefits are unique to each location Seequent resides in. Please ask your Talent Acquisition Specialist.
If this posting gets you excited about joining Seequent please apply now
For more information about everything Seequent, please visit Seequent.com.
How To Apply
If this sounds like the role for you, apply today with a covering letter and CV.
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