Senior Customer Success Advisor - Fleet & Safety at Hexagon Asset Lifecycle Intelligence

Purpose of Position:

• Senior Customer Success Advisors are technical specialists and trusted advisors for Hexagon Mining solutions. Working directly with customers, BDMs, Account Managers and Product Development teams.
• They are responsible for maximizing customer success and value delivery through the following: · Acting as the trusted advisor for the customer to ensure the Hexagon solutions will deliver against customer needs.
• Working alongside regional AMs/BDMs to support them during the pre-sale process by defining and scoping technology solutions for mining customers. · Deliver applicable Customer Success processes and activities to ensure customers obtain maximum value from Hexagon solutions throughout the customer journey.
• Proactively design and deliver Customer Success strategies and Plans to ensure successful adoption of Hexagon solutions
• Identifying opportunities for product enhancements for customers to gain more value out of Hexagon solutions and communicating back to the Product team.
• Identify opportunities for customers to improve their operations through use of additional Hexagon technologies. Referring these opportunities to Account Managers and/or BDMs as cross sell / up sell opportunities within a customer account.
• As a senior member of the customer success group, the Senior Customer Success Advisor is expected to undertake the following:
• Mentor Advisors and actively peer review and collaborate with the team to support the betterment of the individuals and team.
• Undertake various assigned initiatives that are designed to further Hexagon’s success.
• Actively pursue industry participation, including development and presentation of papers, creation of case studies with customers

Duties & Responsibilities:

• Provide domain expertise to Account Managers and Business Development Managers.
• Demonstrate Hexagon products and solutions to customers.
• Create project/implementation scope for new sales.
• Support Account Managers in developing strategic account plans.
• Act as a Subject Matter Expert for Hexagon Technologies.
• Deliver various Customer Success activities throughout the customer journeyIdentify cross-selling or upselling opportunities.
• Conduct comprehensive ROI assessments of implemented technical solutions, analyzing their value and impact on business outcomes.
• Peer review documentation produced by Customer Success Advisors prior to them being sent to customers/external entities.
• Train and mentor new hires and current Advisors.

Knowledge & Experience (Required):

• 8 year’s experience in mining related businesses
• 5 year’s experience in Mine Operations and/or Mine Safety
• Extensive Project Management or Business Improvement experience in the mining technology space
• Consultancy/advisory experience in a customer-facing role
• Knowledge & Experience (Desired):
• Mining operations and/or Mine Safety
• Working directly with Hexagon fleet and safety solutions on a customer site
• Tertiary qualification (or equivalent) in mining or technology
• Management Experience (Account or Business Development)

Key Skills

• Excellent computer operation and software application knowledge.
• Experience in value-selling and project business case development.
• Strong project management and change management skills to oversee multiple initiatives concurrently.
• Excellent leadership and communication skills.
• Ability to cultivate relationships with internal and external stakeholders.
• Ability to work and contribute to a team environment, as well as independently.
• Exceptional problem solving and presentation skills.
• Ability to learn quickly and share knowledge and information.
• Excellent mentorship abilities to nurture and guide a diverse technical team.