Senior Customer Success Advisor

3 days ago

Pretoria, Gauteng, South Africa Hexagon Mining, Inc. Full time

This role can be based in Johannesburg, Accra, or Morocco.

It is hybrid in each respective location.

The Company: 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 and follow us @HexagonAB.

Purpose of Position: Senior Customer Success Advisors are technical specialists and trusted advisors for Hexagon Mining solutions, working directly with customers, BDMs, Account Managers, and Product Development teams.

They are responsible for ensuring retention and customer growth through the following:

  1. Working alongside regional AMs / BDMs to support them during the pre/post-sales process by defining & scoping technology solutions for mining customers.
  2. Acting as the trusted advisor for the customer to ensure the Hexagon solutions will deliver against customer needs.
  3. Post-sale, provide guidance for solutions application and ensure customers obtain full value of Hexagon solutions.
  4. Provide proactive customer care for successful adoption of Hexagon solutions.
  5. Identifying opportunities for customers to gain more value out of Hexagon solutions.
  6. Identify opportunities for customers to improve their operations through additional Hexagon technologies, referring these opportunities to Account Managers and/or BDMs as cross-sell/upsell opportunities.

As senior members of the Advisor group, the Senior Customer Success Advisor is expected to undertake the following:

  1. Mentor Advisors and actively peer review and collaborate with the team to support the betterment of individuals and the team.
  2. Undertake various assigned initiatives designed to further Hexagon's success.
  3. Actively pursue industry participation, including development and presentation of papers and creation of case studies with customers.

Duties & Responsibilities:

  1. Support Account Managers in developing strategic account plans.
  2. Create project/implementation scope for new sales.
  3. Implement systems for new sales.
  4. Act as a Subject Matter Expert for Hexagon Technologies.
  5. Provide technical support to Account Managers and Business Development Managers.
  6. Write technical reports.
  7. Conduct system audits.
  8. Perform site visits.
  9. Recommend solutions to Account Managers and establish strategic relationships for developing future sales distributions and channels, and deepening relationships with customers for long-term value.
  10. Identify cross-selling or upselling opportunities.
  11. Develop and maintain a high level of understanding of Hexagon products and solutions to provide continued guidance and recommendations to customers.
  12. Demonstrate Hexagon products and solutions to customers.
  13. Conduct comprehensive ROI assessments of implemented technical solutions, analyzing their value and impact on business outcomes.
  14. Peer review documentation produced by Customer Success Advisors prior to them being sent to customers/external entities.
  15. Train and mentor new hires and current Advisors.
  16. Provide expertise for new product introductions.
  17. Identify, recommend, and pursue improvements for the Hexagon products.

Measuring Success:

  1. Customer Satisfaction (CSAT) Score: The measure of the overall satisfaction of customers after interactions with the Advisor.
  2. Net Promoter Score (NPS): NPS measures customer loyalty and their likelihood to recommend your product or service to others.
  3. Customer Retention Rate: The percentage of customers who continue using Hexagon products or services over a period of time.
  4. Renewal Rate: Indicates the percentage of customers who renew their contracts or subscriptions with Hexagon.
  5. Expansion Revenue: Measure of additional revenue generated from existing customers through upselling or cross-selling.
  6. Active Usage or Adoption Rate: Tracks the percentage of users actively using and deriving value from a product or service.
  7. Customer Health Score: A composite score that considers various factors, such as product usage, customer engagement, and support interactions, to assess the overall health of a customer account.
  8. Onboarding Completion Rate: Measures the percentage of customers who successfully complete onboarding processes or training, indicating their readiness to use the product effectively.
  9. Customer Engagement: Tracks the frequency and quality of interactions between the Advisor and the customer, which can indicate the strength of the relationship.

Knowledge and Experience - Required:

  1. Tertiary qualification (or equivalent) in mining, technology, or geology.
  2. 5-10 years' experience in mining-related business.
  3. Subject Matter Expert experience in Mine Engineering / Planning, Drill and Blast Engineering / Technology, and/or Ore Control.

Knowledge and Experience - Desired:

  1. Consultancy/advisory experience in a customer-facing role.
  2. Bilingual in French or Arabic.

Key Skills:

  1. Excellent computer operation and software application knowledge.
  2. Experience in value-selling and project business case development.
  3. Strong project management and change management skills to oversee multiple initiatives concurrently.
  4. Excellent leadership and communication skills.
  5. Experience in process optimization and digital transformation.
  6. Ability to cultivate relationships with internal and external stakeholders.
  7. Strong problem-solving skills to address complex technical challenges.
  8. Ability to work and contribute to a team environment, as well as independently.
  9. Able to communicate clearly in a courteous and professional manner.
  10. Exceptional negotiation, problem-solving, and presentation skills.
  11. Ability to learn quickly and share knowledge and information.
  12. Excellent mentorship abilities to nurture and guide a diverse technical team.

Travel: Considerable regional and international travel required to fulfill this role (up to 50%; 2 weeks per month).

#J-18808-Ljbffr

  • Senior Customer Success Advisor

    2 days ago

    Pretoria, Gauteng, South Africa Findojobs South Africa Full time

    This role can be based in Johannesburg, Accra, or Morocco. It is hybrid in each respective location.The Company: 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,...

  • Senior Financial Advisor

    3 days ago

    Pretoria, Gauteng, South Africa Innovative Financial Advisor Services Full time

    Company DescriptionInnovative Financial Advisor Services is a modern, well-capitalized, and professionally staffed insurance advisory. Our clients benefit from our unique approach and skillset, delivering tailor-made and best-of-breed solutions that are flexible with zero wastage. As an open architecture brokerage, our Senior Advisers can provide solutions...

  • Senior Financial Advisor

    2 weeks ago

    Pretoria, Gauteng, South Africa Innovative Financial Advisor Services Full time

    Company DescriptionInnovative Financial Advisor Services is a modern, well-capitalized, and professionally staffed insurance advisory. Our clients benefit from our unique approach and skillset, delivering tailor-made and best-of-breed solutions that are flexible with zero wastage. As an open architecture brokerage, our Senior Advisers can provide solutions...

  • Customer Success Business Growth Expert

    3 days ago

    Pretoria, Gauteng, South Africa Whizants Full time

    Role Overview:We're looking for a seasoned Principal Customer Success Account Manager to manage and grow key strategic accounts at seniors and C-suite level within the Mobile Network Operator (MNO) industry.Responsibilities:Broaden trusted relationships with senior stakeholders and C-suite executives within MNO client organizations.Pose as a strategic...

  • Customer Success Specialist

    1 week ago

    Pretoria, Gauteng, South Africa Mingledorff'S, Inc. Full time

    In this role, you will have the opportunity to make a lasting impact on our customers' experiences. As a Customer Success Specialist, you will be responsible for serving the needs of our customers and assisting them in obtaining products or information.Your Key Responsibilities:Process customer orders and respond to customer inquiries in a timely...

  • Senior Wealth Management Advisor

    4 days ago

    Pretoria, Gauteng, South Africa FirstRand Namibia Limited Full time

    As a Senior Wealth Management Advisor, you will be responsible for proactively managing a portfolio of Private Wealth Clients.Job DescriptionYou will assist in analysing, researching and providing solutions to meet the financial needs of your clients. This includes identifying opportunities to expand our customer base with creditworthy and potentially...

  • Principal Customer Success Account Manager

    3 days ago

    Pretoria, Gauteng, South Africa Whizants Full time

    Position : Principal Customer Success Account ManagerSalary : R80 to R85Job Type : PermanentLocation : JohannesburgAbout the Role : Our client is looking for a dynamic Principal Customer Success Account Manager (CSAM) to manage and grow key strategic accounts at seniors and C-suite level.This individual will drive long-term value, grow trusted relationships,...

  • Business Development Leader

    6 days ago

    Pretoria, Gauteng, South Africa HR Genie Full time

    About the RoleWe are seeking an experienced Business Development Leader - Advisor Success to join our team at HR Genie. The ideal candidate will have a proven track record in business development within the non-banking financial services industry or experience in developing and executing business growth strategies.This is an exciting opportunity to...

  • Customer Success Specialist

    2 days ago

    Pretoria, Gauteng, South Africa Findojobs South Africa Full time

    About the RoleWe are seeking a highly skilled Customer Success Specialist to join our team in Johannesburg, Accra, or Morocco. As a key member of our customer success team, you will be responsible for ensuring that our customers achieve their desired outcomes through the effective use of our digital reality solutions.Main ResponsibilitiesCollaborate with...

  • Senior Director of Customer Success

    3 days ago

    Pretoria, Gauteng, South Africa Findojobs South Africa Full time

    Job OverviewThe Senior Manager - Head of Customer Experience ICT Center of Excellence is responsible for leading the development and execution of the Customer Experience strategy. This role requires a strategic leader who can drive operational excellence and ensure seamless interaction between customers and the business.The ideal candidate will have a proven...

  • Senior Mining Advisor

    2 days ago

    Pretoria, Gauteng, South Africa Findojobs South Africa Full time

    About the CompanyFindojobs South Africa is a leading provider of digital reality solutions, serving clients across various industries. Our cutting-edge technologies combine sensor, software, and autonomous capabilities to drive efficiency, productivity, quality, and safety improvements. With a strong presence in 50 countries and a talented workforce of...

  • Customer Success Strategist

    3 days ago

    Pretoria, Gauteng, South Africa Clickcatell Full time

    About the RoleWe are looking for a seasoned Director of Enterprise Accounts to drive strategic initiatives & process optimization to enhance customer satisfaction and retention across Enterprise accounts by optimizing Chat Commerce consumer journeys.PurposeThe successful candidate will work closely with cross-functional teams to ensure our solutions...

  • Customer Experience Champion

    6 days ago

    Pretoria, Gauteng, South Africa Customer 1st Solutions Full time

    We're committed to excellence in customer service and engagement at Customer 1st Solutions. As a Help Desk Specialist, you'll play a crucial role in assisting customers, resolving inquiries efficiently, and ensuring a seamless customer experience. This position demands dedication to service excellence and the ability to navigate complex scenarios, fostering...

  • Senior Legal Advisor

    5 days ago

    Pretoria, Gauteng, South Africa South African Reserve Bank Full time

    Job Title: Senior Legal AdvisorWe are seeking a highly skilled and experienced legal professional to join our team as a Senior Legal Advisor.About the Role:The successful candidate will be responsible for providing strategic legal advice to the organization on complex financial, commercial, and central banking matters. They will steer legal processes for...

  • Senior Financial Advisor

    2 days ago

    Pretoria, Gauteng, South Africa Goodwill Solutions Full time

    Company DescriptionGoodwill Solutions is a licensed Financial Service Provider focused on delivering exceptional service and advice to our clients.Our mission is to ensure that every customer receives the best financial guidance possible, tailored to their unique needs and aspirations.With a commitment to excellence, Goodwill Solutions stands out in the...

  • Advisory Services Professional

    3 days ago

    Pretoria, Gauteng, South Africa Innovative Financial Advisor Services Full time

    Role OverviewThe Senior Financial Advisor role is a mid-senior level position at Innovative Financial Advisor Services. As a hybrid role, it involves working in Pretoria and Johannesburg with the flexibility to work from home part of the time. The key responsibilities include:Providing comprehensive financial planning and investment advice to...

  • Senior Legal Advisor

    3 days ago

    Pretoria, Gauteng, South Africa Robert Walters Full time

    The role of Senior Legal Advisor at Robert Walters is a critical one, responsible for providing strategic guidance on all legal issues to the senior leadership team. This includes contracts, partner due diligence vetting, regulatory matters, corporate governance, risk management, and competition matters. The ideal candidate will have 15+ years of private...

  • Senior Sales Advisors

    1 week ago

    Pretoria, Gauteng, South Africa Ezdebt Full time

    Job Opportunity: Senior Sales AdvisorAre you a skilled sales professional looking for a new challenge? Join ezDebt, a company committed to empowering financial well-being.We are looking for Senior Sales Advisors to join our dynamic team in Cape Town, Parow.What We're Looking For:Experience: 2+ years of outbound call center sales experienceProven sales...

  • Retirement Planning Consultant

    3 days ago

    Pretoria, Gauteng, South Africa Innovative Financial Advisor Services Full time

    Job FunctionThe Senior Financial Advisor role is a crucial part of our team at Innovative Financial Advisor Services. We are looking for a skilled professional who can provide comprehensive financial planning and investment advice to clients. Key responsibilities include:Developing and maintaining client relationshipsProviding financial advisory services and...

  • Senior Policy Advisor

    5 days ago

    Pretoria, Gauteng, South Africa Biom?Rieux Bv Full time

    Senior Policy AdvisorWe are looking for a highly experienced Senior Policy Advisor to join our team in the health sector. This role involves driving policy strategies and plans that address health-specific challenges in South Africa and SSA.Main ResponsibilitiesDevelop and implement policy projects in collaboration with cross-functional teams.Collaborate...