Account Manager

The Company:

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 the 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 24,000 employees in 50 countries and net sales of approximately 5.5bn USD. Learn more at hexagon.com and follow us @HexagonAB.

Purpose of Position:

The Account Manager (AM) is responsible for the overall commercial success of their assigned customer accounts, ensuring existing recurring revenue is protected and new opportunities for revenue are identified and developed

This is achieved through:

• Nurturing existing relationships and develops new relationships to expand understanding of customer needs and aspirations
• Recognising business problems/opportunities and brokering solutions
• Leadership in customer service by advocating as the ‘voice of the customer’ into Hexagon, and the ‘voice of Hexagon’ to the customer

Major Areas of Responsibility:

• Develop & maintain new and existing relationships within an assigned portfolio of customer accounts.
• Maintain regular cadence with the customer for each deployed Hexagon solution, and alignment of future needs with Hexagon’s solution roadmaps.
• Identify new business opportunities for Hexagon within the account, and engagement of appropriate Business Development and other resources to mature and close the opportunity.
• Manage the generation and presentation of Support & Maintenance renewals and/or Subscription renewals to the customer, ensuring a commercial commitment is obtained from the customer.
• Coordinate and conduct regular reviews with the customer and Hexagon Service & Support (S&S) team. Agree and prioritise the most urgent items that will deliver the biggest positive impact for the customer.
• Work with customers to improve the value realised in the use of Hexagon solutions deployed, engaging regional Service & Support & Business Unit Customer Success personnel to bring best practice perspective to the client and facilitate positive change.
• Engage in marketing and industry events to positively represent the Hexagon brand and solutions.
• Develop & maintain accounts plans and revenue forecasts by account in the CRM for integration into the Regional Forecasts
• Maintain account information held in the CRM, ensuring all commercial aspects of an account are accurately documented.
• Monitor the profitability of Support & Maintenance Contracts to ensure the customer is being appropriately serviced. Developing strategies to balance support delivered to regional targets.

Knowledge and Experience - Required:

• Considerable experience in mining, software/engineering, technology, heavy machinery or related industry
• A track record of success in large & complex Account Management
• Tertiary qualifications in Business, Sales, Software Engineering or other relevant discipline
• Experience with Salesforce, Highspot and Korn Ferry desirable.

Knowledge and Experience - Desired:

• Customer Value Identification – The AM elicits an understanding of customer concerns, ambitions, objectives and intent through engagement with the broadest set of customer stakeholders.
• Stakeholder Management & Relationship Development – The AM actively cultivates new relationships with relevant customer personnel and nurtures existing relationships to elevate the Account Manager to being a trusted advisor to the client where possible.
• Negotiation – The AM negotiates on behalf of Hexagon with the customer and on behalf of the client with Hexagon. The AM calls upon a Business Development Managers to develop and close complex opportunities or deals that may compromise the AM’s position as a trusted advisor.
• Opportunity Identification – The AM applies their understanding of customer needs and aspirations to the Hexagon solution set to identify opportunities for the expansion of Hexagon solutions and services into the account, working with Business Development, regional Service & Support, and business unit Customer Success personnel
• Hexagon Coordination – The AM coordinates regional, functional, and BU resources to improve the value of Hexagon to the customer.
• Issue Escalation – The AM serves as a point of escalation of issues for the customer, articulating impact and ensuring appropriate responses from Hexagon.
• Communication – Strong written, verbal, and presentation skills applied in person and online is essential.
• Initiative & Independence – The AM is intrinsically motivated, possessing a high level of personal drive, capable of working independently and as part of a team.
• Prioritisation – Account management is a profession that requires the judicious investment of time to progress competing priorities. Hexagon and our customers operate in a dynamic environment. Strong time and priority management plus a capacity to adapt and be agile is critical.

Key Hexagon Interfaces

• Business Development Managers – Opportunities identified by the Account Manager should usually be passed to a BDM for development and closure with close support by the AM. This is to protect the Account Manager’s position of a trusted advisor with the client.
• Business Unit experts – The BUs maintain a team of domain experts that the Account Manager can call upon from time to time to work with the client to ensure the solution is being leveraged to the best effect by the client.
• Sales Support - Triages inbound requests for quotes for minor purchases/spares, and directs inbound POs to the right place. Raises quotes for minor purchases/spares on behalf of the AM. Matches POs to Quotes and provides to Logistics for provisioning, copying in AM.
• Client Services – Generates all the Support & Maintenance renewal quotes for the AM in advance of the renewal period. Supports the AM in getting the renewal completed in advance of the service period.
• Sales Operations – Makes sure that all contracts are correctly set up in Salesforce so that renewals Opportunities are automatically raised. QC deal progression through Salesforce Opportunity life cycle.
• Regional Accounts – Generates customer invoices and monitors the payment of invoices by the customer.
• Regional Leadership – The regional leadership team, and the VP, are ultimately responsible for the quality of the relationship with the customers in the region. This includes ensuring the appropriate resources are made available to the AM and that the organisation is working effectively overall. Systemic issues should be raised by the AM to the regional leadership for discussion and resolution.

Key Success Metrics:

• Account growth YOY – The growth of the financial commitment of a customer over time indicates successful efforts by the Account Manager in cross sell / up sell activity in an account.
• Support Contract Renewals – Renewal of support and maintenance directly correlates to the customers perception of the value they are getting from the solutions under maintenance, which is a key Account Management accountability.
• Opportunities Identified – The generation of credible new opportunities in Salesforce and the consequent development of these opportunities in collaboration with BDMs etc indicates successful efforts by the Account Manager in cross sell / up sell activity in an account.
• Account Financials – Timeliness of payment by customer

Travel:

• Frequent travel to client offices and operations is required to be successful in this role.

Hexagon is an Equal Opportunity Employer. We prohibit discrimination against any job applicant based on protected characteristics.