ndividuals in this position serve as the primary post-sale point of contact for clients and customers
The CSM position is a key role to drive customer satisfaction through their success in achieving desired outcomes by use of Hexagon's solutions. Leveraging their practical industry knowledge, business acumen, relationship management and broad understanding of Hexagon's solutions, they will position themselves as a trusted advisor to our customers to help them win in their business while maximizing their return on investment in Hexagon PPM solutions. The CSM role will collaboratively drive change management and adoption activities with key Business Decision Makers, help reduce implementation risk, drive usage of existing solutions, identify opportunities for upsell/cross-sell, and maintain established retention rates for both maintenance and SaaS renewal. The CSM role is focused primarily in the post-sales phase and works in a complementary fashion with the Sales Account team, the Services Implementation team, and the Technical Support team and in alignment with the Customer Engagement program
• Uses in-depth knowledge of client industries or business processes and basic
knowledge of the product being sold to drive and increase adoption and
utilization of company products
• Demonstrates product features beyond central functionality to help customers
achieve specific business outcomes
• May recommend specific solutions to achieve the customer’s desired result
• Directly responsible for identifying opportunities and closing additional revenue
from assigned clients, including upselling and cross-selling of related products
• Accountable for client renewal and retention results and high
customer satisfaction
• Ensures best practices are adopted for product use
• May handle escalations and coordinate across functional areas of the company,
including marketing, sales, professional services, engineering, finance, training,
and support
• Manages individual contributors
- Work with the assigned customers through the life cycle of customer relationship to provide smooth transition through different phases (Sales to Service to Support).
- Lead adoption activities including educating customer locations on support processes and training requirements to help them meet their expected outcomes.
- Lead and own all aspects of post-sales engagement with the account that includes coordination with Account Management, Project Management and the Implementation team, Trainers, Product Management and Technical Support Analysts.
- Continuously measure results, advise the account towards improving adoption, and improve user’s awareness of what is possible with Hexagon's Solutions.
- Improve the account’s health and user satisfaction scores.
- Develop and maintain relationships with all key customer contacts.
- Be a single point of contact for "post-sales" escalations and be the customer champion within Hexagon PPM.
- Work with cross functional teams (internal and external) to ensure timely resolution of the customer’s escalations and complex technical issues involving many different internal teams.
- Conduct periodic review of use of Hexagon PPM solution, support services and status of issues and escalations.
- Help conduct root cause analysis and drive continuous improvement using project management skills for managing related action items.
- Assist customer in understanding future roadmaps and in upgrade planning.
Education / Qualifications
About Hexagon
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.
Hexagon’s Asset Lifecycle Intelligence division helps clients design, construct, and operate more profitable, safe, and sustainable industrial facilities. We empower customers to unlock data, accelerate industrial project modernization and digital maturity, increase productivity, and move the sustainability needle.
Our technologies help produce actionable insights that enable better decision-making and intelligence across the asset lifecycle of industrial projects, leading to improvements in safety, quality, efficiency, and productivity, which contribute to Economic and Environmental Sustainability.
Hexagon (Nasdaq Stockholm: HEXA B) has approximately 25,000 employees in 50 countries and net sales of approximately 5.4bn EUR. Learn more at hexagon.com and follow us @HexagonAB.
Why work for Hexagon?
At Hexagon, if you can see it, you can do it. Hexagon’s Asset Lifecyle Intelligence division puts their trust in you so that you can bring your ideas to life. We have emerged as one of the most engaged and enabled workplaces*. We are committed to creating an environment that is truly supportive by providing the resources you need to fully support your ambitions, no matter who you are or where you are in the world.
* In the recently concluded workplace effectiveness survey by Korn Ferry, a global HR advisory firm, Hexagon, Asset Lifecycle Intelligence division has emerged as one of the most Engaged and Enabled workplaces, when compared to similar organizations that Korn Ferry partners with.
Everyone is welcome
At Hexagon, we believe that diverse and inclusive teams are critical to the success of our people and our business. Everyone is welcome—as an inclusive workplace, we do not discriminate. In fact, we embrace differences and are fully committed to creating equal opportunities, an inclusive environment, and fairness for all.
Respect is the cornerstone of how we operate, so speak up and be yourself. You are valued here.
