Regional Customer Success Lead - Geoscience

Maptek•Golden, CO

5d•$90,000 - $120,000

About The Position

Maptek™ is the leading provider of innovative software, hardware and services for the global mining industry. We provide our clients with mine planning software, laser scanners, and professional services – both here in North America and throughout the world. We pride ourselves in being an exceptional place to work, which is supported by the high number of long term employees we have and the phenomenal growth we have experienced over the years. Summary Maptek's Customer Success Group strives to: Assist customers to “Create Tomorrow” through the best customer experience, enhancing the Customer’s understanding of our products and services, providing excellent outcomes, and understanding our customer's business as well as they do. “Walk in their shoes” to empathize with our customer’s challenges, understand their usage, and collect feedback in order to provide exceptional outcomes. Be “Smarter Together” with our customers as we work to be their partners and trusted advisors of choice by helping them maximize the value gained from our products and services and demonstrating capabilities that expand possible outcomes. “Make It Simple” by simplifying our customer's processes and workflows to ensure product usage will continue even if the Customer has personnel leave the organization. Customer Success Management is responsible for three primary areas, including adoption, expansion, and renewal. The main driver is focusing on helping customers realize significantly more value while levering the resources they already had in hand and ensuring that the customer attains their expected outcomes. The jobholder is expected to provide input to and implement playbooks as determined from time to time by the Global Customer Success Manager to ensure, within the region, that new Customers are successfully adopted, the product range is expanded at existing Customers and that ultimately the Customer base is exponentially expanded. Given the complex offerings of solutions, it is expected that the Customer Success Lead team will work in partnership or hand off the event to a Business Development Team or Renewals specialist to assist with the commercial responsibilities. The position requires an individual who can serve as a catalyst for change, implementing a systematic approach to ensure proactive and continuous engagement. The ideal candidate will leverage digital platforms to enable workflow automation, drive email engagement, use technology triggers to influence customer behavior (e.g., increasing consumption, promoting adoption and positive outcomes, ultimately leading to renewals, expansion, and advocacy within the assigned area), and promoting internal team engagement to ensure customer success. This complex, cross-functional role requires taking a holistic view, to identify and incorporate all aspects of the customer journey as key to creating a positive customer experience that leads to adoption, expansion and retention.

Requirements

Prefer bachelor's degree or higher in Geology or related field.
Prefer leadership experience.
Demonstrable extensive knowledge of the mining and resources industry sectors including key stakeholders, current status, trends, and challenges;
Previous success in a senior technical level position, within a mining and resources industry company or one that services the industry.
Sound knowledge of/experience with quality management principles, practices and processes;
Sound knowledge of/experience with project management principles, practices and methodologies; and a working knowledge of work health and safety legislation and regulations across the various areas of management responsibility.
Ability to identify friction points that prevent value realization for the customer;
Ability to influence decision makers specific to product and feature adoption;
High technical knowledge of the discipline to become a trusted advisor;
Ability to understand site discipline-based goals and drive higher product value with users
Ability to understand what is not being said that should be and react or respond accordingly.
Ability to maintain high level of data quality in our internal systems (SFDC and Customer Success Platform)
Demonstrable and proven leadership and management qualities and abilities;
Excellent ability to conceptualise product requirements and functionality;
Ability to apply knowledge of Maptek’s products and services to identify development opportunities;
Excellent project management and process management skills and abilities;
Strong commitment to quality management and identifying continuous improvements;
Analytical mindset with the ability to collect and evaluate data, establish facts and draw valid conclusions;
Excellent interpersonal and communications skills to interact effectively with people of diverse cultures, ethnicities, attitudes and expectations;
Excellent consultative skills, primarily active listening and expert questioning, to uncover customer needs;
Highly collaborative approach to working with all stakeholders and the ability to work constructively across the worldwide Maptek Group;
Disciplined, rigorous, systematic, conscientious and thorough;
Highly organised, efficient and able to prioritise activities by appropriately assessing
Valid driver’s license
Requires extensive local and international travel.
Ability to sit for prolonged periods of time.

Nice To Haves

Knowledge of Maptek’s product range and services is desirable.

Responsibilities

Strategic Leadership: Lead the Customer Success area in your discipline and region (internally and externally), increasing customer loyalty.
Ensures customers use products in the best way possible and get the desired outcomes with our solutions.
Generally drive product usage and adoption, paying attention to what functionalities are being used and number of weekly users
Where possible, identify and utilize quantified value realization of business outcomes / time to value metrics to drive adoption.
Manage customer health and satisfaction, utilizing NPS, GER or CSAT (or similar) to track.
Drive the creation of relevant case studies and customer stories that can be used to widen and enhance adoption.
Continually analyze changing market and competitive conditions, identifying new industries, markets, and new customers use-case with our current offerings.
Constant engagement with existing customer base and be recognized as a trusted partner for the customers on use-case and product functionality.
Building Champions at Customers
Execute the Global Playbooks as set out by the Global Customer Success Manager in your Discipline.
Provide input and feedback to the Global Playbooks
Contribute to the Technical Development Roadmap by feeding relevant information to the Global Customer Success Manager and / or Technical Lead in your discipline, with the overall goal of delivering a unique value proposition based on customer requirements and contributions.
Collaborate closely with the regional Business Development Team and Technical Services, Customer Experience and other areas to support activities that will create opportunities of expansion and renewals.
Promote, and drive for change, the transition of Maptek products from discrete separate, siloed offerings to a more integrated solution provision approach and facilitate this cultural change within the business and with customers.
Develop and maintain productive working relationships with key internal stakeholders globally, including senior management, software development, implementation, manufacturing, sales, marketing, and technical services teams.
Role model Maptek values and behaviors when dealing with stakeholders at all levels, whether internal or external.
Strategic Management and Research
Perform ongoing regional market analysis to make sure our solutions are delivering value to the region’s customers and make recommendations based on projected return on ongoing investment and alignment with strategic objectives.
Represent the voice of the regional customer working collaboratively with Global Customer Success Managers and Leaders as well as the General Manager to ensure roadmaps reflect regional customer’s needs.
Work within existing Maptek business systems to ensure consistency and avoid system divergence from product to product.
Apply Global processes for documenting, costing, and evaluating opportunities to improve adoption, expansion, and renewal.
Ensure that valid feedback, ideas, and key customer requests are integrated into approved product planning and development processes and communicate the status of ideas back to customers.
Provide input to the requirements for Customer Success features and the desired user experience.
Map the customer experience for the product including all touch points, taking the customer journey yourself to identify and make improvements.
Manage client expectations on deliverables.
Work Health and Safety
Comply with Maptek work health and safety policies and procedures;
Comply with customer work health and safety requirements when on customer sites;
Take reasonable care for your own health, safety and wellbeing;
Take reasonable care to ensure that your acts or omissions do not adversely affect the health and safety and wellbeing of others;
Follow all reasonable instructions of Emergency Wardens, First Aid Officers, Contact Persons, and Rehabilitation and Return to Work Coordinators;
Ensure that work environments and safe systems of work are designed, implemented and maintained to meet work health and safety legislative and regulatory requirements;
Ensure that all required safety equipment, machinery safety guards, safety signage and personal protective equipment is available/in place;
Ensure that all employees receive work health and safety induction training, emergency response training, risk specific training programs and refresher training at least annually according to their level of responsibility for work health and safety;
Ensure that all workplace hazards, incidents, accidents and near misses are immediately reported and investigated and that corrective actions are implemented to eliminate or control hazards/risks;
Ensure that risk assessments/hazard inspections are conducted, analyzed, and that corrective actions are implemented to eliminate/isolate/control hazards and risks;
Ensure adequate representation on ‘Work Health and Safety Committee’.
Other
Perform other reasonable tasks as directed by your manager from time to time;
All responsibilities are subject to reasonable adjustment to meet organizational needs.