Customer Success Manager

7 months 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**
The Customer Success Manager: Renewal Specialist, will develop customer relationships that promote product or solution usage, education, retention and loyalty. You will have the opportunity to work with a high quantity portfolio, driving customer engagement and support up to and during their renewal.

You will liaise with accounts, focused on the 90 days prior to renewal period, the actual negotiation and be on hand for ongoing support. This involves preparing by doing some research on that account, analyzing their usage data beforehand to furnish you with insights. By serving as advocates for your accounts, educating them on products, and maintaining lasting relationships, you will drive retention.

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. This role will also look at accounts to understand which other Seequent solutions would be a fit for them, through education and awareness. The CSM will liaise with the technical team members, as well as other Customer Success Renewal Specialists, working as a team to continue supporting, and educating customers on Seequent, and ensuring they find value in our solutions.

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

- Be a team player, working as part of the regional team to identify and progress renewal opportunities and the process required to renew, within existing 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
- Use the tools available to identify which customers would make good prospects for different Seequent solutions
- Demonstrate the ability to build rapport and relationships with a variety of end users, decision makers, procurement, legal, geo scientists
- Drive usage and usability of the solution within the account
- Understand the current financial parameters of the Customer as well as their projects/workload and consult to align on the right renewal contract
- Work with a regional business unit sales, marketing and technical teams
- You will not be required to know or do everything. You must be 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
- 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**:

- Educated to degree level, preferred but not essential
- 3+ years in a Customer Success, Relationship Management, Account Management, or similar role
- Experience working with and managing stakeholders and customers in a technology environment
- 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
- Inquisitive and curious on why customers choose solutions
- 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 Salesforce preferred
- Account management and relationship building abilities
- Confident

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