Overview

We are seeking a Customer Success Advisor to join in our Customer Success team. CSA is a key role to drive customer satisfaction through their success in achieving desired outcomes by use of Hexagon ALI solutions. Leveraging your practical industry knowledge, business acumen, relationship management and broad understanding of Hexagon ALI solutions, you will position yourself as a trusted advisor to our customers to help them win in their business while maximizing their return on investment in Hexagon ALI solutions. The CSA 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 renewals. The CSA role is focused primarily in the post-sales phase and works in a complementary fashion with the Sales Account team, Services Implementation team, and the Technical Support team and in alignment with the Customer Engagement program.

Responsibilities

• Work with the assigned customers through the customer life cycle to provide a smooth transition through different stages (Onboard, Implement, Adopt, Achieve, Evolve).
• Lead adoption activities including educating customer on support processes and training requirements to help them meet their expected outcomes. 
• Lead and own all aspects of post-sales engagement with the customer including coordination with Sales, Account Management, Project Management and the Implementation team, Trainers, Product Management and Technical Support Analysts. 
• Continuously measure results, advising the customer on improving adoption, utilisation and improving user’s awareness of what is possible with Hexagon ALI Solutions. 
• Identify risk and implement churn mitigation strategies to retain revenue. 
• Monitor and improve the customer health and 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 ALI. 
• Work with cross functional teams (internal and external) to ensure timely resolution of the customer’s escalations and complex technical issues involving different internal teams. 
• Conduct periodic reviews of the use of Hexagon ALI solutions, support services and status of issues and escalations. 
• Educate customer on product roadmap, feature releases and in upgrade planning.

#LI-TO1#LI-Hybrid

Education / Qualifications

Minimum of 3 years work experience in customer service, account management or project management.

Skills Required

• Excellent communication skills, both written and verbal
• Strong attention to detail and ability manage multiple tasks
• Customer-focused and empathetic
• Ability to work independently and as part of a team
• Self-motivated and enjoys autonomy
• Courageous and confident enough to deal with tense and unpleasant situations.
• Calm and controlled in times of unanticipated and unpleasant work-related issues.
• Prior experience with Salesforce and/or a customer success tool such as Gainsight is advantageous.

Occasional domestic and international travel is associated with this position – estimated at 10-30%

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.