[Hiring] Customer Success - Underground Mining and Operations @Hexagon Mining

Role Description

Customer Success Advisors are technical specialists and trusted advisors for HxGN Mining solutions. Working directly with customers, Business Development Managers, Account Managers, and Product Development teams, they are responsible for ensuring retention and customer growth through the following:

• As a technical and domain expert in one or more of Hexagon’s product lines, working alongside the regional commercial team to support them during the pre/post-sales process by defining, scoping, and demonstrating technology solutions for mining customers.
• Assisting the commercial team in participating in RFP/RFQ processes in a technical capacity.
• Acting as the trusted advisor for the customer to ensure the Hexagon solutions will deliver against customer needs with a focus on customer adoption and value realization.
• Post-sale, provide guidance for solutions application and ensure customers obtain full value of Hexagon solutions.
• Provide proactive customer care for successful adoption of Hexagon solutions.
• Identifying on a regular basis, opportunities for customers to gain more value out of Hexagon solutions.
• Identify opportunities for customers to improve their operations through the use of additional Hexagon technologies, referring these opportunities to the commercial team as cross-sell/up-sell opportunities within a customer account.

As members of the Advisor group, the Customer Success Advisor is expected to undertake the following:

• Undertake various assigned initiatives that are designed to further Hexagon’s success.
• Actively pursue industry participation, including development and presentation of papers, creation of case studies with customers.
• Contribute to Customer Success efforts for key accounts, ensuring alignment of customer process deployment of new technology, and effective go-to-market strategies.

Qualifications

• Tertiary qualification (or equivalent) in mining, technology, or geology.
• Minimum of 5 years’ experience in mining-related business.
• Underground mining or mining technology experience highly desirable.
• Subject Matter Expert in one or more of Hexagon’s key technology focus areas (Underground or Operational technologies).
• Significant experience in a customer-facing role.
• French would be considered an asset.

Requirements

• Consultancy/advisory experience in a customer-facing role.
• Hands-on experience in underground mining operations or underground mining technologies.
• Ability to translate underground operational challenges into technology-driven solutions for mines.
• Experience supporting or deploying mining software, fleet systems, or digital solutions in underground environments.
• You understand underground mining because you’ve lived it, supported it, or built technology for it.
• Experience or expertise in another of Hexagon’s key focus areas.

Key Skills

• Excellent computer operation and software application knowledge.
• Experience in value-selling and project business case development.
• Strong project management and change management skills to oversee multiple initiatives concurrently.
• Excellent leadership and communication skills.
• Experience in process optimization and digital transformation.
• Ability to cultivate relationships with internal and external stakeholders.
• Strong research and problem-solving skills to address complex technical challenges.
• Ability to work and contribute to a team environment, as well as independently.
• Able to communicate clearly in a courteous and professional manner.
• Exceptional negotiation, problem-solving, and presentation skills.
• Ability to learn quickly and share knowledge and information.

Travel Requirements

• Considerable regional travel required to fulfil this role, up to 50% of the time. Due to business needs, travel may infrequently occur on the weekend or outside of normal business hours.
• Occasional international travel may be required.

This role may be based remotely in Canada.