Customer Success Manager

What's the role?:

Location : Auckland

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 New Zealand, 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 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 10%, both domestic and international, to meet customers and suppliers as needed

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
• 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.
• Understanding of location technology or geospatial skills are nice to have.
• Great communication skills

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.