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Customer Success Executive
hace 3 semanas
**Responsibilities**:
**Hexagon’s Asset Lifecycle Intelligence division** (Hexagon ALI) is seeking a Digital Customer Success Executive. This is a remote position to support our customers in Americas, EMIA or APAC regions. In this role, you will help drive ongoing business value and outcomes for the customer leveraging automation and strategic engagements for a seamless, successful experience resulting in customer satisfaction, retention, and growth.
- Ensure customer satisfaction, success, and retention for a portfolio of existing and new customers.
- Use data and analytics to measure and monitor customer usage, health and engagement and proactively reach out to customers with relevant solutions and response strategies eg training programs, adoption best practices etc.
- Manage and coordinate the new customer Onboarding, specifically for cloud customers. Work effectively with the various teams including Sales, Pre Sales, Regional and Global Order desk, Cloud operations and services, ensuring timely handoffs, resulting in quick and effective onboarding of new customers.
- Enrich the customer experience through development of standard, professional customer communications, creative digital content such as digital QBR’s, monthly newsletters, onboarding packages.
- Develop and implement automated communication programs/touchpoints across customer journey.
- Provide sales enablement support and promote ongoing business development opportunities.
- Help drive the Voice of Customer program, supplementing with internal surveys to capture holistic feedback on the overall SaaS experience.
- Serve as the primary point of contact and escalation point internally and for the customer.
- Be effective in teaming with a broad range of colleagues across the Company.
- Be a creative problem solver for internal processes and the customer.
To be successful you will be:
- Self-motivated and enjoy autonomy.
- People orientated with positive interpersonal skills.
- Confident enough to deal with difficult situations.
- Flexible during times of change.
- Actively addressing problems.
- A strong team player
- Demonstrate patience. Have a calming presence.
- Results and Goals Oriented.
- Ability to ‘read’ customers.
Qualifications:
- Bachelor's degree in business, marketing, or engineering.
- 2-3 years of experience in Customer success, inside sales, marketing or communications.
- Strong project management skills and ability to manage multiple priorities in a fast-paced environment.
- Excellent communication and interpersonal skills, with the ability to build strong relationships and influence others.
- Knowledge of engineering, oil and gas industry preferred.
- Proficiency with Microsoft office tools. Experience using CS platform (Gainsight) preferred.
