Senior Customer Success Advisor

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:

Senior Customer Success Advisors are technical specialists and trusted advisors for HxGN Mining solutions. Working directly with customers, BDMs, Account Managers and Product Development teams.

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

• Working alongside regional AMs/BDMs to support them during the pre/post-sales process by defining & scoping technology solutions for mining customers.
• Acting as the trusted advisor for the customer to ensure the HxGN solutions will deliver against customer needs.
• Post-sale, provide guidance for solutions application and ensure customers obtain full value of HxGN solutions.
• Provide proactive customer care for successful adoption of HxGN solutions.
• Identifying on a regular basis opportunity for customers to gain more value out of HxGN solutions.
• Identify opportunities for customers to improve their operations through use of additional HxGN technologies. Referring these opportunities to Account Managers and/or BDMs
  as cross sell / up sell opportunities within a customer account.

As senior members of the Advisor group, the Senior Customer Success Advisor 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 HxGN’s success.

Actively pursue industry participation, including development and presentation of papers, creation of case studies with customers

Major Areas of Responsibility:

• Support Account Managers in developing strategic account plans.
• Create project/implementation scope for new sales.
• Implement systems for new sales.
• Act as a Subject Matter Expert for Hexagon Technologies.
• Provide technical support to Account Managers and Business Development Managers.
• Write technical reports.
• System Audits.
• Site visits.
• Recommend solutions to Account Managers and establish strategic relationships for developing future sales distributions and channels, and deepening relationships with customers for long-term value.
• Identify cross-selling or upselling opportunities.
• Develop and maintain a high level of understanding of Hexagon products and solutions to provide continued guidance and recommendations to customers.
• Demonstrate Hexagon products and solutions to customers.
• Conduct comprehensive ROI assessments of implemented technical solutions, analyzing their value and impact on business outcomes.
• Peer review documentation produced by Customer Success Advisors prior to them being sent to customers/external entities.
• Train and mentor new hires and current Advisors.
• Actively pursue industry participation, including development and presentation of papers, creation of case studies with customers.
• Provide expertise for new product introductions.
• Identify, recommend, and pursue improvements for the Hexagon products.

Knowledge and Experience - Required:

• Tertiary qualification (or equivalent) in mining, technology, or geology
• 3-5 years’ experience in mining related business
• Experience with MinePlan 3D (MineSight) which can include:
  • Ore Control (Axis)
  • Planner or Activity Scheduler
  • Acquire or other drillhole database management systems
  • Geo-modeling
  • Survey
  • Process Manager
  • Compass

Knowledge and Experience - Desired:

• Consultancy/advisory experience in a customer-facing role
• Subject Matter Expert experience in Mine Engineering/Planning, Drill and Blast Engineering/Technology, Fleet Managemernt and/or Ore Control
• Programming experience (e.g. Python)
• BMM System
• Fleet Management Systems
  • Jigsaw
  • OP Pro
• Split Engineering

Travel:

• Considerable regional and periodic international travel required to fulfil this role.

Additional Information:

• Remote/Work from Home may be considered

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