Customer Success Manager

2 weeks ago

Vancouver, Canada Seequent Full time

**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._

**The Role**

There has never been a more exciting time to join Seequent. We are growing rapidly, and as such, are looking for a highly collaborative Customer Success Manager. This role is responsible for developing customer relationships that promote product or solution usage, education, retention and loyalty. Their job is to work closely with a number of allocated customers, in a regular and proactive regular cadence, to ensure they are satisfied with the product and services they use, and to immediately improve upon any areas of dissatisfaction.

You will liaise with each account regularly; preparing by conducting customer research and analyzing customer usage data beforehand to furnish you with insights. You will proactively engage the customer to discuss their usage, use cases, any possible upgrades or additional options, recent campaigns, training needs, support questions etc. By serving as advocates for your accounts, educating them on products, and maintaining lasting relationships, you will drive upsell and retention.

This position is based out of Vancouver, Canada. Seequent is part of a global family. This is a diverse, multi-disciplinary team, and you may have future opportunities to work with colleagues at our international offices.

**In this role, you will have the opportunity to**:

- Be a team player, working as part of the regional team to identify and progress opportunities within new and existing customers
- Market development - asking questions, setting up demonstrations, webinars and supplying product information to 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
- Build strong relationships with a variety of end users and leaders
- Drive usage and usability of the solution within Accounts
- Increase the % chance of retention of the account. Manage renewals or collaborate with those administering the renewal process
- Collaborate with the regional business unit sales team, marketing and technical team, as well as a global CSM group
- Actively monitor customer satisfaction levels and work to improve outcomes and customer perceptions
- Work alongside sales team to develop growth strategies, and enablement material needed from the Marketing and communications teams in order to drive retention and growth
- 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

**In order to be successful in this role, you should have**:

- Proven experience working in Customer Success, Relationship Management, Account Management, or similar role
- Educated to degree level, preferred but not essential
- Experience working with and managing stakeholders and customers in a technology environment
- Sales software experience (Salesforce preferred)
- A high level of accuracy and attention to detail
- Excellent communication and interpersonal skills
- Flexible approach, able to operate effectively with uncertainty and change
- Empathetic, positive attitude with a desire to help our customers reach their goals
- Strong analytical skills, with the ability to translate data into insights
- Proven team player with a self-starter attitude with ability to work well independently and self-manage workload effectively
- Innovative, open to and able to work in a fast growing, fast paced and constantly changing environment
- Confident oral and written communication skills in English

**A bonus if you have**:

- Experience working with geoscience solutions
- Fluency in other languages

***Why you will enjoy working with us..**

You wil

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