Responsibilities/Main Activities

Hexagon Asset Lifecycle Intelligence division is seeking to hire a Customer Success Advisor. The selected candidate will be base in Korea.

As the Customer Success Advisor, you will be the trusted advisor to our customers to help them win in their business while maximizing their return on investment in Hexagon Asset Lifecycle Intelligence solutions. Our Customer Success team in a key role to drive customer satisfaction through their success in achieving desired outcomes by use of Hexagon Asset Lifecycle Intelligence division. Leveraging your practical industry knowledge, business acumen, relationship management and broad understanding of Hexagon.

This is a great opportunity to grow into a role with collaborative 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 selected candidate will be focused primarily on the post-sales phase and works in a complementary fashion with the Sales Account team, Services Implementation team, and Technical Support team 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 Asset Lifecycle Inteligence 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

Qualifications and Experience Required

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

Skills Required

• Excellent English 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%