Principal Advisor - Underground, Customer Support

Hexagon • Tucson, AZ

80d • Hybrid

About The Position

The Principal Solutions Advisor - Underground is a strategic role within the Customer Success department, focused on enhancing customer loyalty and fostering long-term relationships. This position is crucial for providing global leadership in ensuring the successful deployment, adoption and continuous improvement of our solutions. The role involves close collaboration with various departments to deliver value to our customers and maintain Hexagon's leadership in digital reality solutions for the mining industry.

Requirements

• Tertiary qualification (or equivalent) in mining, technology, or related areas of business
• 10 years experience in mining related business
• Subject Matter Expert in underground mining operations and technology applications

Nice To Haves

• Consultancy/advisory experience in a customer-facing role
• Experience with product commercialization
• Experience working in a matrix organization
• Experience working in a product-led operating model
• Management experience

Responsibilities

• Responsible for ensuring retention and customer growth through the following:
• Act as a Subject Matter Expert for Hexagon Technologies.
• Working alongside regional AMs/BDMs to support them during the pre/post-sales process by defining & scoping technology solutions for mining customers.
• Ensure trials and deployment plans contain methods to quantitatively measure adoption and value for the customers.
• Build reference sites for Underground products in each region.
• Contribute to building long term sustainable relationships with our customers.
• Work with customers to generate success stories/case studies which quantify business outcomes and value.
• Develop a best-practice Deployment, Management of Change and Continuous Improvement Strategies.
• Support the Sales and Product Release Process.
• Develop and maintain customer facing and internal training processes and materials.
• Provide customer feedback and be a Voice of Customer for the Product team.
• Support the Product team in keeping abreast of our competitors and competitive landscape.
• Collaborate with, support and product management on product deployment and go-to-market strategies.
• Review and provide feedback to the Product team on release notes as part of the release readiness process.
• Mentor the Customer Success team 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Computer and Electronic Product Manufacturing
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees