Overview

We are seeking a strategic Customer Success Manager to collaborate directly with our largest Enterprise and Strategic customers. This role is crucial to the success of our strategic customers and will be instrumental in driving adoption and value realization of our solutions. You will be responsible for understanding our customers' needs and delivering an exceptional customer experience. By engaging your customers using a consultative approach, you’ll position yourself as a preferred long-term strategic partner and serve as the trusted point of contact throughout their lifecycle. You will collaborate closely with the Sales, Services, Product, and Support teams.

The ideal candidate will have a successful track record of managing and growing Fortune 500 customers, delivering strategic advice, and driving customer success. You must understand the motivations, business drivers, strategic goals, and desired business outcomes for your portfolio of large enterprise customers. You will lead cross-functional partnerships across your named customers and identify new ways our solutions can differentiate them in the market. Equipped with the knowledge of what it takes for customers to succeed with Hexagon, you will serve as the voice of your customers cross-functionally, providing feedback to the Product team and broader business. To the entire Hexagon team, you’ll exemplify an empathetic, customer-centric perspective.

Responsibilities

• Customer Portfolio Management: Maintain ownership of a portfolio of strategic customers, leveraging our Customer Success Methodology. Partner with customers to understand their motivations, business drivers, strategic goals, and desired business outcomes. Co-create joint customer success plans that include success metrics, engagement and adoption strategies, timelines, communication, and expansion plans.
• Customer Journey Execution: Execute all phases of the customer journey, including onboarding, adoption, design and execution, change management consulting, business performance reviews, roadmap advisory, and renewal touchpoints.
• Strategic Account Alignment: Partner closely with Sales Account Teams to align on strategic account plans, nurture executive relationships, facilitate Executive Business Reviews, Quarterly Business Reviews, and identify expansion opportunities.
• Risk Management: Proactively identify risks to the customer achieving their stated business goals or renewing their agreements. Work closely with the account team and internal stakeholders to build and execute a risk mitigation plan.
• Business Value Delivery: Deliver business value and innovation to a customer’s business by understanding key business challenges and potential for growth.
• Executive Relationship Building: Build and foster executive-level relationships with the customer’s business executives, leadership, sponsors, and decision-makers to solidify our partnership and commitment to the customer’s business.
• Opportunity Identification: Identify opportunities for expansion of products and services to help drive success.
• Technical Communication: Proactively communicate technical product updates, product roadmap, end-of-life notices, and other relevant updates.

#LI-TO1#LI-Hybrid

Education / Qualifications

Preferred Qualifications and Skills

• Experience: 7-10 years of experience in a Customer Success, Consulting, or Account Management role managing large, complex Enterprise-level accounts.
• Consulting Skills: Strong consulting skills and proven results working as a Trusted Advisor to drive business value for customers.
• C-Level Communication: Ability to drive effective and influential conversations at the C-level; facilitate difficult discussions and adept at handling objections.
• Customer-Centric: Devoted to ensuring our customers’ success and adoption of Hexagon solutions. Advocate for regional customers’ needs.
• Cross-Functional Collaboration: Strong cross-functional collaborator with experience partnering with Account Executives or Partners to provide a high-quality, thoughtful customer experience.
• Proactive Team Player: Self-motivated, proactive team player with a bias for action. Able to work effectively in a highly ambiguous, ever-changing environment. Capable of zooming into granular details and zooming out to understand the larger strategy and philosophy behind decisions.
• Process-Oriented: Driven, process-oriented person able to effectively balance competing priorities and make decisions that best support the customer, the team, and Hexagon.
• Technical Tools: Prior experience with Salesforce and/or a customer success tool such as Gainsight is advantageous.
• Language Skills: Fluency in Japanese business language skills (reading, writing, listening).

Travel Requirements

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.