Senior Customer Success Manager

at  Seequent

THE COMPANY

Seequent 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.

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.

• 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.