Senior Customer Success Advisor - Fleet & Safety

*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 maximizing customer success and value delivery through the following: · Acting as the trusted advisor for the customer to ensure the Hexagon solutions will deliver against customer needs.

• Working alongside regional AMs/BDMs to support them during the pre-sale process by defining and scoping technology solutions for mining customers. · Deliver applicable Customer Success processes and activities to ensure customers obtain maximum value from Hexagon solutions throughout the customer journey.
• Proactively design and deliver Customer Success strategies and Plans to ensure successful adoption of Hexagon solutions
• Identifying opportunities for product enhancements for customers to gain more value out of Hexagon solutions and communicating back to the Product team.
• 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 a senior member of the customer success 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:

• Provide domain expertise to Account Managers and Business Development Managers.
• Demonstrate Hexagon products and solutions to customers.
• Create project/implementation scope for new sales.
• Support Account Managers in developing strategic account plans.
• Act as a Subject Matter Expert for Hexagon Technologies.
• Deliver various Customer Success activities throughout the customer journeyIdentify cross-selling or upselling opportunities.
• 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.

Knowledge & Experience (Required):

• 8 year’s experience in mining related businesses
• 5 year’s experience in Mine Operations and/or Mine Safety
• Extensive Project Management or Business Improvement experience in the mining technology space
• Consultancy/advisory experience in a customer-facing role

Knowledge & Experience (Desired):

• Mining operations and/or Mine Safety
• Working directly with Hexagon fleet and safety solutions on a customer site
• Tertiary qualification (or equivalent) in mining or technology
• Management Experience (Account or Business Development)

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.
• Ability to cultivate relationships with internal and external stakeholders.
• Ability to work and contribute to a team environment, as well as independently.
• Exceptional 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 and international travel required to fulfill this role (up to 50%; 2 weeks per month).