Customer Success Manager

Job Description

Customer Success ManagerDate: Jan 28, 2025Location: ESCompany: Bentley SystemsThe Role:Seequent (a Bentley Systems Co.) is looking for a Customer Success Manager to be ideally based in Barcelona, Spain.The Customer Success Manager 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.They will be responsible for onboarding and training new accounts in the use of the solution or product, addressing any concerns or issues they might have from a usability and how-to-use perspective and working to proactively ensure growth in and retention of the account. They will liaise with each account monthly/quarterly/adhoc; by analyzing 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.In this role, you will have the opportunity to:

• Become proficient as a generalist user across the most used and appropriate Seequent product range for accounts.
• Learn 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.
• Develop and share product expertise and knowledge to provide advisory support to customers, colleagues, and peers, enabling them to be successful in meeting their objectives.
• Demonstrate effective communication and interaction skills.
• Demonstrate the ability to build rapport and relationships with a variety of end users, Directors, Heads, engaging at various levels.
• Drive usage and usability of the solution within the account.
• Proactively act on any How To support tickets, reaching out to the account, engaging, and seeking to derive a solution, escalating when needed.
• Build a regular relationship with the account and seek to expand relationships to other users, teams, and projects by enquiry, asking for referrals, promoting training, and other means.
• Increase the percent chance of retention and additional business and manage this process.

To be successful in this role, you should have:

• Must have a Geology/Geoscience qualification (or background) is essential ideally at degree level or higher.
• Minimum of 3 years in a Customer Success, Relationship Management, Account Management, Business Development, or similar role is desirable.
• Experience working with and managing stakeholders and customers in a technology environment. Sales platform experience preferred.
• A high level of accuracy and attention to detail is required.
• Excellent communication and interpersonal skills across digital channels and face-to-face.
• Flexible approach, able to operate effectively with uncertainty and change.
• Driven, self-motivated, enthusiastic, and with a can do attitude.
• Experience working with complex technology customers.
• Experience building and maintaining relationships while working to mitigate churn and drive engagement and renewals.
• Empathetic, positive attitude with a desire to help our customers reach their goals.
• Results-driven mentality, with a bias for speed and action.
• Strong analytical skills, with the ability to translate data into insights. Experience with Excel preferred.
• Natural curiosity for how software works.
• Account management and relationship building abilities.
• Confident oral and written communication skills in English.
• Proficiency in any African languages would be an advantage.

Keyskills :
customer relationship management stakeholder engagement analytical skillscommunication skillsusability analysis training needs interpersonal skillslearning generalist effective communication