Customer Success Manager

3 weeks ago

Concord, United States Hexagon Asset Lifecycle Intelligence Full time

Responsibilities:

Hexagons Asset Lifecycle Intelligence division(Hexagon) is seeking a new Customer Success Managers to join our team working with our French speaking accounts. Our Customer Success Managers (CSM) are in a key role to drive customer satisfaction through their success in achieving desired outcomes by use of Hexagon ALI solutions. Leveraging your practical industry knowledge, business acumen, relationship management and broad understanding of Hexagon ALI solutions, you will position yourself as a trusted advisor to our customers to help them win in their business while maximizing their return on investment in Hexagon ALI solutions. The CSM role will collaboratively drive change management and adoption activities with key Business Decision Makers, help reduce implementation risk, drive usage of existing solutions, identify opportunities for upsell/cross-sell, and maintain established retention rates for both maintenance and SaaS renewals.

The CSM role is focused primarily in the post-sales phase and works in a complementary fashion with the Sales Account team, the Services Implementation team, and the Technical Support team and in alignment with the Customer Engagement program.

You will:

  • Work with the assigned customers through the life cycle of customer relationship to provide smooth transition through different phases (Sales to Service to Support).
  • Lead adoption activities including educating customer locations on support processes and training requirements to help them meet their expected outcomes.
  • Lead and own all aspects of post-sales engagement with the account that includes coordination with Account Management, Project Management and the Implementation team, Trainers, Product Management and Technical Support Analysts.
  • Continuously measure results, advise the account towards improving adoption, and improve users awareness of what is possible with Hexagon ALI Solutions.
  • Improve the accounts health and user satisfaction scores.
  • Develop and maintain relationships with all key customer contacts.
  • Be a single point of contact for "post-sales" escalations and be the customer champion within Hexagon ALI.
  • Work with cross functional teams (internal and external) to ensure timely resolution of the customers escalations and complex technical issues involving many different internal teams.
  • Conduct periodic review of use of Hexagon ALI solution, support services and status of issues and escalations.
  • Help conduct root cause analysis and drive continuous improvement using project management skills for managing related action items.
  • Assist customer in understanding future roadmaps and in upgrade planning.
Qualifications:
  • Bachelors degree or relevant industry experience.
  • Experience and/or certification in engineering, construction, or project delivery.
  • Experience and/or certification in business analysis desired.
  • Experience in an advisory capacity, especially on projects involving software configuration, training, development, testing, and deployment.
  • Knowledge and experience in the industry specific to the accounts.
  • Familiar with organization change management aspects of delivering change programs.
  • Successful track record in managing and delivering projects.
  • Occasional domestic and international travel is associated with this position estimated at 30%. A valid passport required.
  • Fluency in French and English

Your soft skills will include:

  • Self-motivated and enjoys autonomy.
  • People orientated with positive interpersonal skills.
  • Courageous and confident enough to deal with tense and unpleasant situations.
  • Calm and controlled in times of unanticipated and unpleasant work-related issues.
  • Performance driven team player.
  • Flexible during times of change.
  • Actively addresses problems.

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