Senior Customer Success Advisor

*This role can be based in Johannesburg, Accra, or Morocco. It is hybrid in each respective location.

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 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 hexagon.com and follow us @HexagonAB.

Purpose of Position:

Senior Customer Success Advisors are technical specialists and trusted advisors for Hexagon 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 Hexagon solutions will deliver against customer needs.
• 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, opportunity 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 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 Hexagon’s success.
• Actively pursue industry participation, including development and presentation of papers, creation of case studies with customers

Duties & Responsibilities:

• 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.

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 Hexagon 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.

Knowledge and Experience - Required:

• Tertiary qualification (or equivalent) in mining, technology, or geology.
• 5-10 years’ experience in mining related business.
• Subject Matter Expert experience in Mine Engineering/Planning, Drill and Blast Engineering/Technology and/or Ore Control.

Knowledge and Experience - Desired:

• Consultancy/advisory experience in a customer-facing role.
• Management experience.
• Bilingual in French or Arabic.

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.
• Experience in process optimization and digital transformation.
• Ability to cultivate relationships with internal and external stakeholders.
• 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:

• Considerable regional and international travel required to fulfill this role (up to 50%; 2 weeks per month).