What's the role?:
The Customer Success team are 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:
- Project/Program Management - Executing specifically for the assigned Key accounts/ major programs. Making sure the agreed milestones are achieved, and deviations are reported.
- Ensuring end-to-end customer engagement on all delivery and support aspects of the assigned accounts through the life cycle of the customer. End-to-end delivery management
- Overseeing delivery to customers on time, at agreed quality and within the approved budget
- Managing multiple customer projects/programs from scoping via requirements gathering through product launch and activation for all Customer segments supplied by HERE.
- Managing customer needs internally to ensure internal initiatives reflect customer business and technical requirements.
- Determining and executing solutions to problems encountered during programs.
- Acting as the customer advocate/voice of customer
- Leading, as the primary interface to the customer and ensuring all aspects of customer engagement are being implemented efficiently and seamlessly as defined through SOWs, Contracts, or Plans of Record (POR)
- Driving customer engagement governance through regular internal and customer team meetings, summits, workshops, or steering committee meetings and lead the process for dispute and issue resolution.
- Supporting the sales organization with RFx. Monitoring RFQ feedback and assigning resources in order to have an on time and in quality feedback agreement with the customer expected dates
Who are you?:
This role requires a high level of expertise 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.
- 10 + years of technical experience (content / software / engineering) with a pre-sales track record or an equivalent technically oriented management function
- Experience in Customer Success / strong Program Management skills working with large enterprise customers. Experience in all aspects of program management (execution and delivery) involving large cross-functional teams.
- A strong sense of ownership of the customer account & ensure a trusted partnership is established with the customer.
- Excellent 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 a plus
- Strong leadership & communication skills, with ability to influence people outside of one’s own managerial matrix and a track record of solid cross-functional stakeholder management and collaboration skills.
- Fluency in Mandarin and English ( written and spoken)
Make HERE your destination, we are just getting started. Apply now!
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.
Who are we?:
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.
