Customer Success Manager, Civil

The Role:

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 Customer Success Manager (CSM) will work closely with the technical team and on occasion, 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


In this role, you will have the opportunity to:

• 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.

To be successful in this role, you should have:

• Educated to degree level, preferred but not essential.
• Experience within the Civil or Environment businesses will be well regarded.
• 5+ years in a Technical, Pre-Sales or Account Management, or similar role
• Experience working with geotechnical 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
• 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;