Customer Success Lead - Calgary - Hexagon

Description

Hexagon is a global leader in digital reality solutions, combining sensor, software, and autonomous technologies. We are putting data to work to boost efficiency, productivity, quality, and safety across industrial, manufacturing, infrastructure, public sector, and mobility applications.

Our technologies are shaping production and people-related ecosystems to become increasingly connected and autonomous — ensuring a scalable, sustainable future.

Hexagon's Mining division solves surface and underground mine challenges with proven technologies for planning, operations, and safety.

Hexagon (Nasdaq Stockholm: HEXA B) has approximately 21,000 employees in 50 countries and net sales of approximately 4.6bn USD. Learn more at and follow us @HexagonAB.

Purpose of Position:

Customer Success Leads are team leads, technical specialists as well as trusted advisors for Hexagon Mining solutions. Working directly with current and prospective customers, and internal Commercial Teams and Product Development teams. They also hold direct line supervisory and responsibility for all the Customer Success Advisors in the region they serve.

They are responsible for ensuring retention and customer growth through the following:

• As a technical and domain expert in one or more of Hexagon's product lines, working alongside regional commercial team to support them during the pre/post-sales process by defining, scoping and demonstrating technology solutions for mining customers.
• Assisting the commercial team in participating in RFP/RFQ processes in a technical capacity
• Acting as the trusted advisor for the customer to ensure the Hexagon solutions will deliver against customer needs with a focus on customer adoption and value realization
• Post-sale, provide guidance for solutions application and ensure customers obtain full value of Hexagon solutions.
• Provide proactive customer care for successful adoption of Hexagon solutions.
• Identifying on a regular basis, opportunities for customers to gain more value out of Hexagon solutions.
• Identify opportunities for customers to improve their operations through use of additional Hexagon technologies. Referring these opportunities to the commercial team as cross sell / up sell opportunities within a customer account.

As senior members of the Customer Success team, the Customer Success Lead 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.
• Contribute to Customer Success efforts for key accounts, ensuring alignment of customer process, deployment of new technology, and effective go to market strategies.
• Provide technical and strategic guidance to the customer success team members.

Measuring Success:

• Customer Satisfaction (CSAT) Score: The measure of the overall satisfaction of customers after interactions with the Advisor.
• Net Promoter Score (NPS): NPS measures customer loyalty and their likelihood to recommend your product or service to others.
• Customer Retention Rate: The percentage of customers who continue using HxGN products or services over a period of time.
• Renewal Rate: This indicates the percentage of customers who renew their contracts or subscriptions with Hexagon.
• Expansion Revenue: The measure of additional revenue generated from existing customers through upselling or cross-selling.
• Active Usage or Adoption Rate: Tracks the percentage of users actively using and deriving value from a product or service.
• Customer Health Score: A composite score that considers various factors, such as product usage, customer engagement, and support interactions, to assess the overall health of a customer account.
• Onboarding Completion Rate: Measures the percentage of customers who successfully complete onboarding processes or training, indicating their readiness to use the product effectively.
• Customer Engagement: Tracks the frequency and quality of interactions between the Advisor and the customer, which can indicate the strength of the relationship.
• Win Rate: Measure of the new deals won vs. lost in the deals the team has participated in.

Knowledge & Experience (Required):

• Tertiary qualification (or equivalent) in mining, technology, or geology
• 10-15 years' experience in mining related business
• Subject Matter Expert experience in one or more of Hexagon's key technologies (Mine planning and scheduling software, Ore control, Processing, Operational or Safety technologies)
• Significant experience in a customer-facing role
• Prior experience having supervised a technical team

Knowledge & Experience (Desired):

• Prior Management Experience
• Having previously led teams in a consultancy/advisory, technical or commercial role that was customer-facing

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, knowing how to delegate and/or escape
• Experience in process optimization and digital transformation.
• Ability to cultivate relationships with internal and external stakeholders.
• Ability to mentor and provide technical guidance to technical team members
• Strong problem-solving skills to address complex technical challenges.
• Ability to work and contribute to a team environment, as well as independently.
• Able to communicate clearly in a courteous and professional manner.
• Exceptional negotiation, 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.

Travel Requirements

• Considerable regional travel required to fulfil this role, up to 50% of the time
• Occasional international travel may be required
• Due to business needs, travel may infrequently occur on the weekend or outside of normal business hours.