Hexagon Mining
Overview
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.
Position Purpose of Position: Customer Success Leads are team leads, technical specialists as well as trusted advisors for Hexagon Mining solutions. Working directly with current and prospective customers, and internal Commercial Teams and Product Development teams. They also hold direct line supervisory responsibility for all the Customer Success Advisors in the region they serve.
Responsibilities
As a technical and domain expert in one or more of Hexagon’s product lines, work alongside regional commercial teams to support pre/post-sales processes by defining, scoping and demonstrating technology solutions for mining customers.
Assist the commercial team in participating in RFP/RFQ processes in a technical capacity.
Act as the trusted advisor for the customer to ensure Hexagon solutions deliver against customer needs with a focus on customer adoption and value realization.
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.
Identify opportunities for customers to gain more value from Hexagon solutions on a regular basis.
Identify opportunities for customers to improve their operations through use of additional Hexagon technologies, referring these opportunities to the commercial team as cross-sell / upsell opportunities within a customer account.
Senior Customer Success Lead Responsibilities
Mentor Advisors and actively peer review and collaborate with the team to support the betterment of individuals and the team.
Undertake various assigned initiatives designed to further Hexagon’s success.
Actively pursue industry participation, including development and presentation of papers, and creation of case studies with customers.
Contribute to Customer Success efforts for key accounts, ensuring alignment of customer processes, deployment of new technology, and effective go-to-market strategies. Provide technical and strategic guidance to the customer success team members.
Measuring Success
Customer Satisfaction (CSAT) score: overall satisfaction of customers after interactions with the Advisor.
Net Promoter Score (NPS): measures customer loyalty and their likelihood to recommend the product or service.
Customer Retention Rate: percentage of customers who continue using Hexagon products or services over time.
Renewal Rate: percentage of customers who renew their contracts or subscriptions.
Expansion Revenue: additional revenue generated from existing customers through upselling or cross-selling.
Active Usage or Adoption Rate: percentage of users actively using and deriving value from the product or service.
Customer Health Score: composite score considering product usage, customer engagement, and support interactions.
Onboarding Completion Rate: percentage of customers who successfully complete onboarding processes or training.
Customer Engagement: frequency and quality of interactions between the Advisor and the customer.
Win Rate: measure of new deals won vs. lost in deals the team has participated in.
Knowledge & Experience (Required)
Tertiary qualification (or equivalent) in mining, technology, or geology
10-15 years’ experience in mining related business
Subject Matter Expert experience in one or more of Hexagon’s key technologies (Mine planning and scheduling software, Ore control, Processing, Operational or Safety technologies)
Significant experience in a customer-facing role
Prior experience supervising a technical team
Knowledge & Experience (Desired)
Prior Management Experience
Having previously led teams in a consultancy/advisory, technical or commercial role that was customer-facing
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, knowing how to delegate and/or escalate.
Experience in process optimization and digital transformation.
Ability to cultivate relationships with internal and external stakeholders.
Ability to mentor and provide technical guidance to technical team members.
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 Requirements
Considerable regional travel required to fulfil this role, up to 50% of the time
Occasional international travel may be required
Due to business needs, travel may infrequently occur on weekends or outside of normal business hours.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Other
We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr
Position Purpose of Position: Customer Success Leads are team leads, technical specialists as well as trusted advisors for Hexagon Mining solutions. Working directly with current and prospective customers, and internal Commercial Teams and Product Development teams. They also hold direct line supervisory responsibility for all the Customer Success Advisors in the region they serve.
Responsibilities
As a technical and domain expert in one or more of Hexagon’s product lines, work alongside regional commercial teams to support pre/post-sales processes by defining, scoping and demonstrating technology solutions for mining customers.
Assist the commercial team in participating in RFP/RFQ processes in a technical capacity.
Act as the trusted advisor for the customer to ensure Hexagon solutions deliver against customer needs with a focus on customer adoption and value realization.
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.
Identify opportunities for customers to gain more value from Hexagon solutions on a regular basis.
Identify opportunities for customers to improve their operations through use of additional Hexagon technologies, referring these opportunities to the commercial team as cross-sell / upsell opportunities within a customer account.
Senior Customer Success Lead Responsibilities
Mentor Advisors and actively peer review and collaborate with the team to support the betterment of individuals and the team.
Undertake various assigned initiatives designed to further Hexagon’s success.
Actively pursue industry participation, including development and presentation of papers, and creation of case studies with customers.
Contribute to Customer Success efforts for key accounts, ensuring alignment of customer processes, deployment of new technology, and effective go-to-market strategies. Provide technical and strategic guidance to the customer success team members.
Measuring Success
Customer Satisfaction (CSAT) score: overall satisfaction of customers after interactions with the Advisor.
Net Promoter Score (NPS): measures customer loyalty and their likelihood to recommend the product or service.
Customer Retention Rate: percentage of customers who continue using Hexagon products or services over time.
Renewal Rate: percentage of customers who renew their contracts or subscriptions.
Expansion Revenue: additional revenue generated from existing customers through upselling or cross-selling.
Active Usage or Adoption Rate: percentage of users actively using and deriving value from the product or service.
Customer Health Score: composite score considering product usage, customer engagement, and support interactions.
Onboarding Completion Rate: percentage of customers who successfully complete onboarding processes or training.
Customer Engagement: frequency and quality of interactions between the Advisor and the customer.
Win Rate: measure of new deals won vs. lost in deals the team has participated in.
Knowledge & Experience (Required)
Tertiary qualification (or equivalent) in mining, technology, or geology
10-15 years’ experience in mining related business
Subject Matter Expert experience in one or more of Hexagon’s key technologies (Mine planning and scheduling software, Ore control, Processing, Operational or Safety technologies)
Significant experience in a customer-facing role
Prior experience supervising a technical team
Knowledge & Experience (Desired)
Prior Management Experience
Having previously led teams in a consultancy/advisory, technical or commercial role that was customer-facing
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, knowing how to delegate and/or escalate.
Experience in process optimization and digital transformation.
Ability to cultivate relationships with internal and external stakeholders.
Ability to mentor and provide technical guidance to technical team members.
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 Requirements
Considerable regional travel required to fulfil this role, up to 50% of the time
Occasional international travel may be required
Due to business needs, travel may infrequently occur on weekends or outside of normal business hours.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Other
We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr