Enterprise Success Manager

Seequent Limited; London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A technology solutions provider in London is seeking an Enterprise Success Manager to enhance customer relationships and ensure successful product usage. The ideal candidate has over 5 years of relevant experience, strong communication skills, and a customer-centric mindset. Responsibilities include onboarding, technical support coordination, and upselling opportunities. Join us to make a positive change in how customers work with our solutions.

Benefits

Great benefits tailored to location

Inclusivity in hiring

Opportunities for travel and client interaction

Qualifications

• 5+ years of experience in industry.
• Strong ability to communicate clearly and effectively.
• Ability to quickly identify issues and provide solutions.

Responsibilities

• Develop and maintain strong relationships with customers.
• Organize onboarding and training activities.
• Advocate for customer needs within Seequent.

Skills

Customer-Centric Mindset

Communication

Problem-Solving

Technical Proficiency

Organizational Skills

Job description

At Seequent, we help organisations to understand the underground, giving the confidence to make better decisions faster.

We build world-leading technology that is at the forefront of Earth sciences, transforming the way our customers work. Every day we help them develop critical mineral resources more sustainably, design and build better infrastructure, source renewable energy, and reduce their impact on the environment.

We operate in 145+ countries while proudly maintaining headquarters in New Zealand.

Role

TheEnterprise Success Manager (ESM)plays a pivotal role in transforming customers from sales into long-term customer success. The mantra for the role is ‘users and usage’ and at its core that is about optimizing the number and proficiency of happy users and maximizing their usage of our solutions. For new customers, they provide proactive support from the point of sale, ensuring that new users transition smoothly into active, engaged users. And for existing customers, this role is the primary advocate of Seequent inside the account, maximizing relations, understanding the accounts needs form our solutions, and driving users and usage.

As the primary point of contact for their assigned accounts, the ESM acts as a strategic liaison between the customer and internal teams—including technical support, product management, and account management. They coordinate all customer interactions to ensure alignment across departments and drive positive outcomes.

ESMs develop a deep understanding of the customer, their business, their workflows, and how our solutions underpin and unlock more value for the customer. Among other things, this allows the ESM to help the customer better identify and communicate project value and know when to engage specialized technical expertise. The skills to articulate complex solutions, build relationships, navigate complexity with dexterity, and collaborate across functions and bring roles together, are vital to success and ensuring that client challenges are addressed efficiently and successfully.

Happy users, advocates of our solutions, optimizing the usage of our products, well supported.

Duties and responsibilities

• An Enterprise Success Manager (ESM) plays a crucial role in ensuring customers achieve their desired outcomes while using Seequent products or solutions. The ESM will work alongside our account manager as an active participant of the account team.Primary duties and responsibilities for the position:
• Building Relationships: Develop and maintain strong relationships with customers to drive satisfaction, fostering loyalty and long-term account retention.
• Coordination of Onboarding and Training: The ESM will develop a clear understanding of what client onboarding and training requirements are. They will organize the appropriate technical expert to deliver the training or onboarding activity. They will also follow up to understand the value that the training has delivered to the client.
• Customer Advocacy: Act as the voice of the customer within Seequent, advocating for their needs and feedback to improve the onboarding, product usage, technical support and overall customer experience.
• Technical Support Coordination: Oversee and monitor customer engagement with technical support, addressing any issues before they become problems. Where a customer has a deep technical question, the CSM will liaise with the appropriate domain specialist within our organization to provide a solution to our customer in a timely manner.
• Support Upselling and Cross-Selling: Identify opportunities to introduce additional products or services that could benefit the customer.
• Data Analysis and Reporting: Analyze customer data related to NPS outcomes to identify trends and areas for improvement in customer experience. Data includes product usage, access denials, support ticket volumes and closure rates, engagement with marketing campaigns etc. Present NPS reports to customers.
• Cadence: Building a cadence of interaction with the key roles in the account, ensuring ‘no surprises’, timely and proactive support and services, sharing of information, reviews and overall, a highly engaged and collaborative working model and operating rhythm.

Qualifications and Essential skills

• 5+ years of experience in industry.
• Possess the ability to build a solid understanding of our solution set.
• Customer-Centric Mindset: A strong commitment to helping customers achieve their desired outcomes.
• Communication: Strong ability to communicate clearly and effectively with customers and internal teams.
• Problem-Solving: Ability to quickly identify issues and provide solutions.
• Product Knowledge (Wide vs. Deep): Wide knowledge across multiple products rather than deep expertise in a single product, enabling the ESM to provide relevant information on a variety of products and help customers leverage them together effectively.

Relevant industry experience

• Technical Proficiency: Understanding of the products and/or services to provide accurate guidance and support.
• High EQ. A people-person, able to build trusting relations. A listener. Comfortable with complexity and ambiguity.
• Action-orientated.
• Empathy: Ability to understand and relate to customer needs and concerns.
• Organizational Skills: Efficiently manage multiple customer accounts and tasks.

Working conditions

Office based role with some travel and visits to client sites as required.

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Our Commitment to Equity, Diversity, and Inclusion

At Seequent, we champion the uniqueness of each individual. Our commitment to inclusiveness, equity, and accessibility is fundamental to who we are. If you require accommodation during our recruitment process, please let our Talent Acquisition team know. We are here to ensure a fair opportunity for all.

Research underscores that some individuals, especially women and underrepresented groups, may hesitate to apply for roles if they don\'t meet every requirement. Please don\'t count yourself out if you don’t tick every box. We are committed to hiring a diverse team and encourage individuals of all background and abilities to apply. Thank you for considering us as your potential employer; we\'re excited to see what you can bring to our team!

Benefits of being a Seequenteer and why you’ll love being on our team.

We aspire to be pioneers of positive change in the way organisations work with the underground. We work collaboratively, stay curious, make change happen and have a global impact. We bring our authentic selves to work and are enthusiastic about what we do. Plus, you can expect great benefits; these benefits are unique to each location Seequent resides in. Please ask your Talent Acquisition Specialist.

If this posting gets you excited about joining Seequent please apply now!

For more information about everything Seequent, please visit Seequent.com.

How to apply

If this sounds like the role for you, apply today with a covering letter and CV.