Customer Success Manager

**About Us**

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.

**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.

**Customer engagement skills**:

- 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 produ