Customer Solutions Specialist

The big picture

The Customer Solution Specialist (CSS) role is dedicated to providing technical support and subject matter expertise, providing product advice and solutions to our regional sales teams and customers. The role may have a domain specialism. The role sits within the regional Customer Solutions team.

The ideal candidate will bring proven technical and solution design skills gained within a complex technological solution-sale-based technology market. They must be ‘customer facing’ – able to interface with prospects and customers with charisma and presence to quickly get to the heart of the client’s existing software environment, identify and propose solutions that will improve their business processes and ultimately, success. Present complex technical solutions with gravitas. Be able to “join the dots” between technology and the business benefit; recommend optimal solution designs whilst managing the customers’ expectations to establish and maintain technical credibility. The successful candidate will need to possess the skills to communicate effectively with people from many different cultures, as well as with users where English is not their primary language. This will include in-person and web-delivered demonstrations and training of the full ecosystem of our products and services.

The role will require the candidate to become proficient across multiple solutions in the Seequent portfolio, to be able to support across multiple segments, thus providing a true generalist technical sales / SME capability to the go-to-market (GTM) teams. Being hands-on, task orientated and customer focused, this role is responsible for providing well rounded technical assistance backed up by great product knowledge, quick response times, analysis, problem-solving and solution finding. Business acumen and the ability to support further growth in customer accounts is a core aspect of this role. Significant travel can be expected to ensure we retain a strong market orientation. This role is a key part of leveraging our fast-expanding footprint and an opportunity to be part of a great team, in a great company, with a great purpose.

Our expectations of you

Product Knowledge

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  Become proficient as a generalist CSS across the Seequent product portfolio including Leapfrog, Central, Geoslope, PLAXIS, OpenGround and other products or solutions as required;
• Learn from the customer how, what, where and why they are using our products or competitive products and the problems that they are attempting to solve, then feed that information back to the appropriate teams within the business;
• Develop and share their own technical expertise to provide advisory support to customers, colleagues, and peers enabling them to be successful in meeting their objectives.

Professional capabilities

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  Demonstrated ability to question, listen and analyse to establish the current and desired picture;
• Provide solutions appropriate to the clients’ needs and to improve their business results;
• Be responsive to customer technical queries providing timely and professional support;
• Be authentic; become a business partner and trusted advisor to clients, peers and prospective customers.

Sales/revenue generation

• 
  Be a team player, working as part of the regional team to identify and progress opportunities within new and existing customers;
  Gather market intelligence;
• Market development – setting up demonstrations, webinars and supplying product information to prospective customers;
• Be a CRM champion by ensuring the accurate maintenance of the client database which provides Segment and Product Management with vital market information relating to future business pipeline.

Marketing and Business Goals

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  Actively monitor customer satisfaction levels and work to improve outcomes and customer perceptions;
• Assist, facilitate and support all product upgrades, new releases and new products.

What Success looks like

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  Building best-in-class customer solutions, where users see our solution capabilities as a business and technical strength and reason to partner with Seequent;
• Positively contributing to the region user and revenue growth expectations;
• Assist with the development of new opportunities;
• Receiving positive feedback from our user base and building a reputation as being responsive, professional, knowledgeable and accountable;
• Build trust-worthy relationships through appropriate product solutions and technical expertise
• Be recognised as a product expert and as a trusted source of how and why users use our solutions;
• Ensure super-users at key account customers retain a high level of internal product knowledge so they are relatively self-sufficient and develop programs to achieve this;
• Recognise business opportunities; proactively following up leads and actioning as appropriate;
• Identify interesting user stories to share project successes for marketing purposes.

Skills, knowledge and competencies required to be great at this role

• 
  Experience ideally in ground investigation, environmental geology, geotechnical engineering, civil or environmental engineering consultancy or related industry;
• Tertiary qualification in geology, hydrogeology, earth sciences, mathematics, engineering, or a closely-related discipline;
• Operational experience in civil or environmental engineering infrastructure construction projects an advantage;
• Experience using, developing, or testing commercial software in fields of GIS, geospatial, 3D modelling, geoscience, numerical modelling or data management, an advantage;
• Experience in Leapfrog, Central, Geostudio, PLAXIS, would be advantageous;
• Technical orientation and natural curiosity for how software works and a passion for being regarded as an expect user and technical guru;
• Account management and relationship building abilities;
• Demonstrable ability to support sales with technical information and insight, advice, demonstrations, solution architecting, best practise, innovative ideas etc during pre-sales phase to ensure we are crafting a winning solution for the opportunity that gains mindshare and credibility;
• Demonstrable ability to confidently provide pre-sales technical and solution support to the sales teams, and lead and own the technical aspects of prospect and customer engagements;
• Keep sales teams and management updated proactively on progress of all solutions, presales, and post-sales;
• Be able to demonstrate and train customers across the entire software solution set, with style, proficiency and knowledge in C level and technical audience customer meetings;
• Confident oral and written communication skills in English (other European languages a plus);
• Proven team player with a self-starter attitude with ability to work well independently and self-manage workload effectively;
• Balanced and informed approach to problem solving;
• Tenacity, persistence and focus with the ability to prioritise between multiple tasks;
• Innovative, open to and able to work in a fast growing, fast paced and constantly changing environment.

Why you will enjoy working with us.....

You will be joining a highly skilled, highly productive team who are passionate about what we do. We are a friendly, intelligent, and supportive group and are looking forward to you bringing your expertise to the team. If you join the Seequent family you will enjoy a fast paced and dynamic environment, exciting challenges, and a variety of tasks. You will have access to ongoing professional development opportunities, and we offer competitive compensation packages. So, if you want to help us continue our growth and success while having the opportunity to exercise your passion and expertise, then we would love to hear from you.

People working with and for you (access to a team of qualified experts across a range of technical and customer solutions)
Financial Resources (Seequent have committed to providing a well-supported and professional office environment)
Product Training (Seequent will invest in providing you with product training at various levels and sales enablement resources when new product features and capabilities are released to market)
Travel (Seequent will pay for and arrange travel to the various locations in EMEA needed to carry out the role. Travel may be required to deliver business development, customer training sessions and project assistance)