Customer Success Manager

What's the role?:

The Customer Success team is a group of self-motivated individuals who work closely with our customer to provide support through the entire customer journey. From pre-sales to onboarding to adoption and expansion, we are the Voice of the Customer. The team’s primary objectives are to Engage, Adopt, Expand, and Retain relationships with our customers and help bring their visions to reality.  If this sounds like something you want to do, then we’d love to talk with you.

As the Customer Success Manager, you will be responsible for the successful delivery, adoption, and ongoing engagement of HERE’s technology solutions to customers and ensuring these solutions continue to be successful for the customer over time. You’ll oversee day-to-day customer relationships as well as actively participate in retaining and growing those relationships.

In this role, you will focus on key and strategic accounts in the Automotive segment, utilizing HERE products and services. Your main responsibilities include:

• Through high-touch customer engagement, developing and executing a Success Plan to help Customers maximize the value from HERE products & services
• Collaborating with stakeholders and managing cross-functionally, to drive complex, strategic and large-scale customer engagements (large Automotive OEM) and ensuring successful customer delivery (product launches, projects, etc.)
• Being the Voice of the Customer by providing regular feedback to Product and Sales, as well as proactively drive executive-level review and decision making as needed
• Identifying gaps in methodologies and/or processes for any part of the customer lifecycle and driving change for continuous improvement
• Consulting with clients on potential opportunities to improve their Navigation, IoT and LBS solutions, in conjunction with HERE Sales teams
• Acting as the main technical customer interface and ensuring customer requirements are understood across internal divisions
• Travelling up to 25%, both domestic and international, to meet customers and suppliers as needed

This role requires a experience in program management and proactive relationship building, leadership, technical expertise, and commercial awareness, as well as the ability to influence positive outcomes. You will be successful in this role , if you possess the following skills, competencies and experience:

• A Degree in Engineering,Science or related fields or relevant work experience.
• 10 +  years of technical experience (content / software / engineering) with a pre-sales track record or an equivalent technically oriented function
• Experience in Customer Success / Program Management skills working with enterprise customers. Experience in all aspects of program management (execution and delivery) involving cross-functional teams.
• A strong sense of ownership of the customer account & ensure a trusted partnership is established with the customer.
• Validated consultative, advisory, organizational skills with an aptitude for strategic thinking, proactive risk management and problem solving
• Understanding of Automotive infotainment, in-vehicle and cloud solutions is nice to have.
• Fluency in Vietnamese and English ( written and spoken), Thai skills are a plus

HERE is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, age, gender identity, sexual orientation, marital status, parental status, religion, sex, national origin, disability, veteran status, and other legally protected characteristics.

HERE Technologies is a location data and technology platform company. We empower our customers to achieve better outcomes – from helping a city manage its infrastructure or a business optimize its assets to guiding drivers to their destination safely.

At HERE we take it upon ourselves to be the change we wish to see. We create solutions that fuel innovation, provide opportunity and foster inclusion to improve people’s lives. If you are inspired by an open world and driven to create positive change, join us. Learn more about us on our YouTube Channel.