Enterprise Success Manager

Overview

At Seequent, we help organisations to understand the underground, giving the confidence to make better decisions faster. We build world-leading technology that is at the forefront of Earth sciences, transforming the way our customers work. Every day we help them develop critical mineral resources more sustainably, design and build better infrastructure, source renewable energy, and reduce their impact on the environment.

We operate in 145+ countries while proudly maintaining headquarters in New Zealand.

The Enterprise Success Manager (ESM) plays a pivotal role in transforming customers from sales into long-term customer success. The mantra for the role is ‘users and usage’ and at its core that is about optimizing the number and proficiency of happy users and maximizing their usage of our solutions. For new customers, they provide proactive support from the point of sale, ensuring that new users transition smoothly into active, engaged users.

And for existing customers, this role is the primary advocate of Seequent inside the account, maximizing relations, understanding the account needs from our solutions, and driving users and usage.

As the primary point of contact for their assigned accounts, the ESM acts as a strategic liaison between the customer and internal teams—including technical support, product management, and account management. They coordinate all customer interactions to ensure alignment across departments and drive positive outcomes.

ESMs develop a deep understanding of the customer, their business, their workflows, and how our solutions underpin and unlock more value for the customer. Among other things, this allows the ESM to help the customer better identify and communicate project value and know when to engage specialized technical expertise. The skills to articulate complex solutions, build relationships, navigate complexity with dexterity, and collaborate across functions and bring roles together, are vital to success and ensuring that client challenges are addressed efficiently and successfully.

Happy users, advocates of our solutions, optimizing the usage of our products, well supported.

• The Enterprise Success Manager (ESM) plays a crucial role in ensuring customers achieve their desired outcomes while using Seequent products or solutions. The ESM will work alongside our account manager as an active participant of the account team. Primary duties and responsibilities for the position:
• Building Relationships:
  Develop and maintain strong relationships with customers to drive satisfaction, fostering loyalty and long-term account retention.
• Coordination of Onboarding and Training:
  Develop a clear understanding of client onboarding and training requirements. Organize the appropriate technical expert to deliver training or onboarding activities. Follow up to understand the value that the training has delivered to the client.
• Customer Advocacy:
  Act as the voice of the customer within Seequent, advocating for their needs and feedback to improve onboarding, product usage, technical support and overall customer experience.
• Technical Support Coordination:
  Oversee and monitor customer engagement with technical support, addressing any issues before they become problems. Liaise with the appropriate domain specialist to provide timely solutions.
• Support Upselling and Cross-Selling:
  Identify opportunities to introduce additional products or services that could benefit the customer.
• Data Analysis and Reporting:
  Analyze customer data related to NPS outcomes to identify trends and areas for improvement in customer experience. Include product usage, access denials, support ticket volumes, engagement with marketing campaigns. Present NPS reports to customers.
• Cadence:
  Build a cadence of interaction with key roles in the account, ensuring no surprises, timely and proactive support, sharing of information, reviews and an overall highly engaged and collaborative operating rhythm.

• 5+ years of experience in industry.
• Ability to build a solid understanding of our solution set.
• Customer-Centric Mindset: A strong commitment to helping…