Role
The Customer Success Manager (who can either be based in Madrid, Barcelona on a hybrid basis or potentially fully remote in Spain) 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.
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:
- 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 products.
Qualifications
- Educated to degree level, preferred but not essential.
- Minimum of 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. 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.
- Flexible approach, able to operate effectively with uncertainty and change.
- Driven, self-motivated, enthusiastic and with a “can do” attitude.
- Experience working with complex technology customers.
- Highly organized, collaborative and detail oriented.
- 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 Excel preferred.
- Experience of geotechnical solutions a bonus.
- Natural curiosity for how software works.
- Account management and relationship building abilities.
- Confident oral and written communication skills in English.
- Proficient in one or more of the following languages: Spanish, Portuguese, Italian.
- 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.
- Strong PowerPoint skills would be a plus.
Research shows that some individuals, particularly women and underrepresented groups, are less likely to apply for jobs unless they meet every single criterion. If you don't think your experience perfectly aligns, or you don't tick all the boxes, please don’t rule yourself out! Seequent are committed to hiring a diverse team and encourage individuals of all background and abilities to apply.
Why you will enjoy working with us...
You will be joining a highly skilled, highly productive team of technical experts who are passionate about what we do. We are a friendly, intelligent, and supportive bunch and are looking forward to you bringing your expertise to the team. Our wider team is geographically diverse and from multi-disciplines, so you will have opportunity to work with colleagues from across the globe.
