Customer Success Specialist

5 days ago


Pretoria, Gauteng, South Africa Findojobs South Africa Full time

About the Role

We 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 Responsibilities

  1. Collaborate with regional account managers and business development managers to support the pre-sales and post-sales process by defining and scoping technology solutions for mining customers.
  2. Act as a trusted advisor for the customer to ensure that our solutions deliver against their needs.
  3. Provide guidance on solutions application and ensure customers obtain full value from our solutions.
  4. Offer proactive customer care for successful adoption of our solutions.
  5. Identify opportunities for customers to gain more value from our solutions.
  6. Recognize opportunities for customers to enhance their operations through the utilization of additional Hexagon technologies and refer these opportunities to account managers and/or BDMs for cross-sell/up-sell within a customer account.

Key Performance Indicators (KPIs)

  • Customer Satisfaction (CSAT) Score: The measure of overall customer satisfaction after interactions with the specialist.
  • Net Promoter Score (NPS): NPS gauges customer loyalty and their propensity to recommend our product or service to others.
  • Customer Retention Rate: The percentage of customers who continue using Hexagon products or services over time.
  • Renewal Rate: This reflects the percentage of customers who renew their contracts or subscriptions with Hexagon.
  • Expansion Revenue: The measure of additional revenue generated from existing customers via upselling or cross-selling.
  • Active Usage or Adoption Rate: Tracks the percentage of users actively utilizing and deriving value from a product or service.
  • Customer Health Score: A composite score considering factors such as product usage, customer engagement, and support interactions to assess the overall health of a customer account.
  • Onboarding Completion Rate: Measures the percentage of customers who successfully complete onboarding processes or training, indicating their readiness to utilize the product effectively.
  • Customer Engagement: Tracks the frequency and quality of interactions between the specialist and the customer, which can indicate the strength of the relationship.


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