Workplace Type: Hybrid
Business Unit: ALI
ResponsibilitiesHexagon's Asset Lifecycle Intelligence division (Hexagon ALI) is seeking a Customer Success Advisor.
This is a remote position to support our customers in Americas, EMIA or APAC regions.
In this role, you will help drive ongoing business value and outcomes for the customer leveraging automation and strategic engagements for a seamless, successful experience resulting in customer satisfaction, retention, and growth.
You will…
Ensure customer satisfaction, success, and retention for a portfolio of existing and new customers.Use data and analytics to measure and monitor customer usage, health and engagement and proactively reach out to customers with relevant solutions and response strategies e.g., training programs, adoption best practices, etc.Manage and coordinate the new customer onboarding, specifically for cloud customers, working effectively with various teams including Sales, Pre Sales, Regional and Global Order desk, Cloud operations and services, ensuring timely handoffs, resulting in quick and effective onboarding of new customers.Enrich the customer experience through the development of standard, professional customer communications, creative digital content such as digital QBR's, monthly newsletters, onboarding packages.Develop and implement automated communication programs/touchpoints across the customer journey.Provide sales enablement support and promote ongoing business development opportunities.Help drive the Voice of Customer program, supplementing with internal surveys to capture holistic feedback on the overall SaaS experience.Conduct data-driven analyses to determine prioritization of communication and activities, such as soon to expire or unsupported software versions, reminder emails for important next steps or actions required, helpful resources, etc., along with lessons learned (what went well and areas of improvement).Serve as the primary point of contact and escalation point internally and for the customer.Be effective in teaming with a broad range of colleagues across the Company.Be a creative problem solver for internal processes and the customer.Education / QualificationsTo be successful you will be…
Self-motivated and enjoy autonomy.People-oriented with positive interpersonal skills.Confident enough to deal with difficult situations.Flexible during times of change.Actively addressing problems.Applying a good work ethic.A strong team player.Demonstrate patience and have a calming presence.Results and Goals Oriented.Ability to 'read' customers.QUALIFICATIONS Bachelor's degree in business, marketing, or engineering.2-3 years of experience in Customer success, inside sales, marketing, or communications.Strong project management skills and ability to manage multiple priorities in a fast-paced environment.Excellent communication and interpersonal skills, with the ability to build strong relationships and influence others.Knowledge of engineering, oil and gas industry preferred.Proficiency with Microsoft Office tools.
Experience using CS platform (Gainsight) preferred.About HexagonHexagon is a global leader in digital reality solutions, combining sensor, software, and autonomous technologies.
We are putting data to work to boost efficiency, productivity, quality, and safety across industrial, manufacturing, infrastructure, public sector, and mobility applications.
Hexagon's Asset Lifecycle Intelligence division helps clients design, construct, and operate more profitable, safe, and sustainable industrial facilities.
We empower customers to unlock data, accelerate industrial project modernization and digital maturity, increase productivity, and move the sustainability needle.
Our technologies help produce actionable insights that enable better decision-making and intelligence across the asset lifecycle of industrial projects, leading to improvements in safety, quality, efficiency, and productivity, which contribute to Economic and Environmental Sustainability.
Hexagon (Nasdaq Stockholm: HEXA B) has approximately 25,000 employees in 50 countries and net sales of approximately 5.4bn EUR.
Learn more at hexagon.com and follow us @HexagonAB.
Why work for Hexagon?At Hexagon, if you can see it, you can do it.
Hexagon's Asset Lifecycle Intelligence division puts their trust in you so that you can bring your ideas to life.
We have emerged as one of the most engaged and enabled workplaces.
We are committed to creating an environment that is truly supportive by providing the resources you need to fully support your ambitions, no matter who you are or where you are in the world.
Everyone is welcomeAt Hexagon, we believe that diverse and inclusive teams are critical to the success of our people and our business.
Everyone is welcome—as an inclusive workplace, we do not discriminate.
In fact, we embrace differences and are fully committed to creating equal opportunities, an inclusive environment, and fairness for all.
Respect is the cornerstone of how we operate, so speak up and be yourself.
You are valued here.
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