.RoleThe Customer Success Manager (who can either be based in Madrid, Barcelona on a hybrid basis or potentially fully remote in Spain) is responsible for developing customer relationships that promote product usage, retention, and loyalty.Their job is to work closely with a number of allocated customers (50+), in a regular and proactive cadence, to ensure they are satisfied with the product and services they have received and to immediately improve upon any areas of dissatisfaction.Will be responsible for on-boarding and training new accounts in the use of the solution or product, addressing any concerns or issues they might have from a usability perspective and working to proactively ensure growth in and retention of the account.Will liaise with each account monthly/quarterly/adhoc; by analysing their usage data beforehand to furnish insights, will proactively engage the customer to discuss their usage, use cases, any possible upgrades or additional options, recent campaigns, training needs, support questions, etc.Serving as advocates for accounts, educating them on products, and maintaining lasting relationships, driving retention, upsell and cross-sell.The central role of Customer Success is to ensure the customer is content and is deriving maximum value from the product or solution and their expectations are being met or exceeded.Duties and ResponsibilitiesProduct Knowledge:Becoming proficient as a generalist user across the most used and appropriate Seequent product range for accounts.Learning from the customer how, what, where and why they are using our products or competitive products and the problems that they are attempting to solve, then feed that information back to the appropriate teams within the business.Developing and sharing product expertise and knowledge, to provide advisory support to customers, colleagues, and peers, enabling them to be successful in meeting their objectives.Customer Engagement Skills:Demonstrating effective communication and interaction skills.Demonstrating the ability to build rapport and relationships with a variety of end users, Directors, Heads, engaging at various levels.Driving usage and usability of the solution within the account.Maintaining a cadence of communicating with customers about their usage trends, sentiment, and finding opportunities for deeper engagement.Encouraging feedback from customers and building a reputation as being responsive, professional, knowledgeable, and accountable.Relationship Building:Building a regular relationship with the account and seeking to expand relationships to other users, teams, and projects by enquiry, asking for referrals, promoting training and other means.Increasing the % chance of retention and additional business and managing this process.Identifying opportunities for customers to act as Seequent advocates (e.G. testimonials, case studies)
