Senior Business Solutions Consultant
3 days ago
Job Overview
Hexagon Mining, Inc. is a global leader in digital reality solutions, combining sensor, software, and autonomous technologies to boost efficiency, productivity, quality, and safety across industrial, manufacturing, infrastructure, public sector, and mobility applications.
We are seeking a Senior Customer Success Advisor to join our team. As a trusted advisor for Hexagon Mining solutions, you will work directly with customers, BDMs, Account Managers, and Product Development teams to ensure retention and customer growth.
Purpose of Position
The Senior Customer Success Advisor will be responsible for:
- Supporting regional AMs/BDMs during the pre/post-sales process by defining and scoping technology solutions for mining customers.
- Serving as the trusted advisor for the customer to ensure Hexagon solutions deliver against customer needs.
- Providing guidance for solutions application and ensuring customers obtain full value from Hexagon solutions post-sale.
- Offering proactive customer care for successful adoption of Hexagon solutions.
- Identifying opportunities for customers to gain more value out of Hexagon solutions.
- Referring these opportunities to Account Managers and/or BDMs as cross-selling or up-selling opportunities within a customer account.
Duties & Responsibilities
The Senior Customer Success Advisor will:
- Support Account Managers in developing strategic account plans.
- Create project/implementation scope for new sales.
- Implement systems for new sales.
- Act as a Subject Matter Expert for Hexagon Technologies.
- Provide technical support to Account Managers and Business Development Managers.
- Write technical reports.
- System Audits.
- Site visits.
- 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.
- Identify cross-selling or upselling opportunities.
- Develop and maintain a high level of understanding of Hexagon products and solutions to provide continued guidance and recommendations to customers.
- Demonstrate Hexagon products and solutions to customers.
- Conduct comprehensive ROI assessments of implemented technical solutions, analyzing their value and impact on business outcomes.
- Peer review documentation produced by Customer Success Advisors prior to them being sent to customers/external entities.
- Train and mentor new hires and current Advisors.
- Provide expertise for new product introductions.
- Identify, recommend, and pursue improvements for the Hexagon products.
Measuring Success
The Senior Customer Success Advisor's success will be measured by:
- Customer Satisfaction (CSAT) Score.
- Net Promoter Score (NPS).
- Customer Retention Rate.
- Renewal Rate.
- Expansion Revenue.
- Active Usage or Adoption Rate.
- Customer Health Score.
- Onboarding Completion Rate.
- Customer Engagement.
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