Customer Success Manager

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.

Seequentis a Bentley Systems company, working together to build a better future.

Overview

Typically our Customer Success Manager (CSM) is responsible for developingcustomer relationships that promote product or solution usage, retention andloyalty. Their job is to work closely with 50+ allocated client accounts, in aregular and proactive cadence, to ensure client satisfaction with the productsand services they have received and to immediately act on any areas ofimprovement. This CSM role initially will be focused upon the Civil businesssegment but may broaden out over time. There may be an opportunity to be basedupon the broader Emerging Markets segment with interactions and activities withEnergy and Environment customers. Working closely with ISRs and AccountManagers, you will be responsible for demonstrating the product highlights toexisting accounts, onboarding new solutions and products, and often assistingthem in building the return-on-investment case, and addressing and concerns orissues they might have from a usability perspective. The central role ofcustomer success is to ensure the customer is content and is deriving maximumvalue from the product or solution and their expectations are being met orexceeded.
Please note that this role willbe based in Perth, Australia and will require the successful person to residehere.

Our expectations of you

Product Knowledge

You will not be required to know everything but it would be beneficial to become proficient as a generalist product user across the appropriate Seequent product range. Initially the focus should be upon the geotechnical products however it will be advantageous to develop a broader knowledge across the Seequent product portfolio.
Capable of leading an existing client through our product range and building a business case with them to maximise their investment.
General knowledge of the geotechnical workflows would be advantageous in this role.
Learn from the customer how, where and why they are using our products or competitive products, and the problems that they are attempting to solve. This informs our current ability to offer advice, and aids future developments pathways.
Develop and share a basic knowledge of the wider Seequent subsurface software portfolio, to be able to spot opportunities to make our clients more successful in meeting their objectives.

Confident and organised, you put the client at ease with your clear communication and interaction skills;
Demonstrate the ability to build rapport and relationships with a variety of decision-making Directors and Heads of Department, as well as key users of the software.
Drive usage, usability and ultimately success of the solution within the account.

Support

Summarise support tickets received and their status in your account review. This is another opportunity to demonstrate understanding of the client account, and to reach out to the account, engage and provide solutions to their issues.
The role should be to manage the client’s expectations and ensure that there is support within the account.

Build Relationships

Build a trusted relationship with the account and seek to expand your relationships to other users, teams, departments and projects by enquiry, asking for referrals, promoting training and other means;
By doing all the above, increase the % chance of retention of the account and either manage the renewal or collaborate with the role administering the renewal process.

Teamworking

This is a team-structured role. To perform well in this role, you must beprepared to work as part of a connected team, aware of the other roles andfunctions and regularly involve them as appropriate to help you achieve yourobjectives.

Opportunity identification

As a team player, you work as part of a regional team to identify and progress opportunities mainly within new and existing customers;
Gather market intelligence to aid product development;
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 Segment and Product Management with vital market information relating to future business pipeline.

Marketing and Business goals

Actively monitor customer satisfaction levels and work to improve outcomes and customer perceptions;
Assist the swift processing of sales orders, keeping business continuity and client success in mind;
Always be an advocate for the entire software portfolio, and seeking to spark new opportunities within the account.

What Success looks like:

Drive growth among our customers by understanding their business needs and helping them be more successful in meeting their business objectives.
You will have promoted the connected nature of the product, to other applications both inside and outside our software ecosystem.
You will have managed the sales process for a great many accounts, who are now enjoying the connectedness of the application, and are promoting the new workflow to their colleagues and clients as a major benefit.
Enabled your clients to share their database quickly and easily across many Seequent products without having to import and export file types, saving a lot of time and reducing the introduction of human error along the way. You are a digital hero.
You’ve maintained a cadence of communicating with customers about their usage trends, sentiment, and emerging segments opportunities for deeper engagement;
Identified opportunities for clients to act as Seequent advocates (e.g. testimonials, case studies);
Coordinated getting the right people in the room to support customers’ needs;
Become competent with usage and usability of our core solutions for your accounts;
Positively contributed to the region’s user and revenue growth expectations;
You’ll have received positive feedback from our user base and building a reputation as being responsive, knowledgeable and accountable professional;
Build trust-worthy relationships through appropriate product solutions and technical expertise;
Be recognised as a product expert and as a trusted source of how and why users use our solutions;
Ensure super-users in accounts are well supported with a high level of product knowledge so they are relatively self-sufficient and develop programs to achieve this;
Recognise business opportunities; proactively following up leads and action as appropriate;
Keep an eye out for great success stories where we can elevate examples of clients driving the industry to change for the better. We can help market and spotlight these stories.

Skills, knowledge andcompetencies required to be great at this role:

Educated to degree level, preferred but not essential;
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 on occasion;
Flexible approach, able to operate effectively with uncertainty and change;
Driven, self-motivated, enthusiastic and with a “can do” attitude;
3+ years in a Customer Success, Relationship Management, Account Management, and/or a relevant technical background, familiar with the client challenges and a proven interest in applying digital tools to advance the industry.
Experience working with complex technology customers;
Highly organized, collaborative and detail oriented;
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
Experience of geotechnical solutions a bonus;
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;
Demonstrable ability to confidently provide pre-sales technical and solution support to the sales teams, and lead and own the technical aspects of prospect and customer engagements;
Be able to demonstrate and train customers across the entire SQ solution set, with style, proficiency and knowledge;
Confident oral and written communication skills in English (Other languages a plus);
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.
Strong slide-deck customisation, and presentation skills.

Why you will enjoy working withus.....

You will be joining a highly skilled, highly productive team who are passionateabout what we do. We are a friendly, intelligent, and supportive group and arelooking forward to you bringing your expertise to the team. If you join theSeequent family you will enjoy a fast paced and dynamic environment, excitingchallenges, and a variety of tasks. You will have access to ongoingprofessional development opportunities, and we offer competitive compensationpackages. So, if you want to help us continue our growth and success whilehaving the opportunity to exercise your passion and expertise, then we wouldlove to hear from you.

People working with and for you (access to a team of qualifiedexperts across a range of technical and customer solutions)
Financial Resources (Seequent have committed to providing awell-supported and professional office environment)
Product Training (Seequent will invest in providing you withproduct training at various levels and sales enablement resources when newproduct features and capabilities are released to market)
Travel (Seequent will pay for and arrange travel to the variouslocations in APAC needed to carry out the role. Travel may be required todeliver business development, customer training sessions and projectassistance)
Professional Development (At Seequent we believe it is fundamentalto embrace change, and personal professional skills development is a strongpart of that)

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Inclusion + Diversity 

In addition to being dedicated to building a workforce that reflects diverse talent, we are committed to fostering an inclusive and accessible experience.
If you require an accommodation for any part of the recruitment process (including alternate formats of materials, accessible meeting rooms, etc.), please let us know and we will work with you to meet your needs. Please provide details in your cover letter of any accommodations needed.

How to apply

If this sounds like the role for you, apply today with a covering letter and CV.