Regional Customer Success Lead - Mine Engineering

Company Overview

Maptek™ is the leading provider of innovative software, hardware and services for the global mining industry. We provide our clients with mine planning software, laser scanners, and professional services – both here in North America and throughout the world. We pride ourselves in being an exceptional place to work, which is supported by the high number of long term employees we have and the phenomenal growth we have experienced over the years.

Summary

Maptek's Customer Success Group strives to:

• Assist customers to “Create Tomorrow” through the best customer experience, enhancing the Customer’s understanding of our products and services, providing excellent outcomes, and understanding our customer's business as well as they do. 
• “Walk in their shoes” to empathize with our customer’s challenges, understand their usage, and collect feedback in order to provide exceptional outcomes.
• Be “Smarter Together” with our customers as we work to be their partners and trusted advisors of choice by helping them maximize the value gained from our products and services and demonstrating capabilities that expand possible outcomes.
• “Make It Simple” by simplifying our customer's processes and workflows to ensure product usage will continue even if the Customer has personnel leave the organization.

Customer Success Management is responsible for three primary areas, including adoption, expansion, and renewal. The main driver is focusing on helping customers realize significantly more value while levering the resources they already had in hand and ensuring that the customer attains their expected outcomes. The job holder is expected to provide input to and implement playbooks as determined from time to time by the Global Customer Success Management team  to ensure, within the region, that new Customers are successfully adopting the product, generating the desired outcomes and maximizing value from our solutions.

The position requires an individual who can serve as a catalyst for change, implementing a systematic approach to ensure proactive and continuous engagement. The ideal candidate will leverage digital platforms to enable workflow automation, drive email engagement, use technology triggers to influence customer behavior (e.g., increasing consumption, promoting adoption and positive outcomes, ultimately leading to renewals, expansion, and advocacy within the assigned area), and promoting internal team engagement to ensure customer success. This complex, cross-functional role requires taking a holistic view, to identify and incorporate all aspects of the customer journey as key to creating a positive customer experience that leads to adoption, expansion and retention.

Duties and Responsibilities (include, but not limited to):

Strategic Leadership:

• Constant engagement with existing customer base and be recognized as a trusted partner for the customers on use-case and product functionality. Lead the Customer Success area in your discipline and region (internally and externally), increasing customer loyalty. Ensures customers use products in the best way possible and get the desired outcomes with our solutions.
• Generally drive product usage and adoption, paying attention to what functionalities are being used and number of weekly users
• Where possible, identify and utilize quantified value realization of business outcomes / time to value metrics to drive adoption.
• Manage customer health and satisfaction, utilizing NPS, GER or CSAT (or similar) to track.
• Drive the creation of relevant case studies and customer stories that can be used to widen and enhance adoption. 
• Continually analyze changing market and competitive conditions, identifying new industries, markets, and new customers use-case with our current offerings.

Maptek Champions

• Identify and develop champions across the different stages from Enthusiast, Supporter, Champion and Advocate.

Manager in your Discipline.

• Provide input and feedback to the Global Playbooks, documentation and other processes created by the Global Customer Success Management team.
• Contribute to the Technical Development Roadmap by feeding relevant information to the Global Customer Success Manager and / or Technical Lead in your discipline, with the overall goal of delivering a unique value proposition based on customer requirements and contributions.
• Collaborate closely with the regional Business Development, Technical Services, Renewals and other Customer Support Leads to support activities that will create opportunities of expansion and renewals.
• Promote, and drive for change, the transition of Maptek products from discrete separate, siloed offerings to a more integrated solution provision approach and facilitate this cultural change within the business and with customers.
• Develop and maintain productive working relationships with key internal stakeholders globally, including senior management, software development, implementation, manufacturing, sales, marketing, and technical services teams.
• Role model Maptek values and behaviors when dealing with stakeholders at all levels, whether internal or external.

• Bachelor’s degree or higher in Mining Engineering or related field.
• Demonstrable extensive knowledge of the mining and resources industry sectors including key stakeholders, current status, trends, and challenges;
• Previous success in a senior technical level position, within a mining and resources industry company or one that services the industry.
• Knowledge of Maptek’s product range and services is desirable.
• Sound knowledge of/experience with quality management principles, practices and processes;
• Sound knowledge of/experience with project management principles, practices and

• Ability to sit for prolonged periods of time.

Summary of compensation and benefits:

Total Compensation Range: US$75,000 - $110,000 commensurate with experience and skills.  

Health insurance (medical, dental, vision) with premiums paid by Maptek

401(k)

Life and disability coverage

Paid holidays, vacation and sick time