Technical Customer Success Manager

This role requires a high level of expertise in strategic relationship management, leadership, networking, and commercial awareness, as well as the ability to influence positive outcomes from indirect reports. The role will cover all industries, focusing on key and strategic accounts, utilizing HERE products and services.

As a Technical 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.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, along with most of the following: Main Responsibilities: Own the overall success of the account (high-touch engagement), develop and executive a Success Plan to help Customers maximize the value from utilizing HERE products / services, with a laser focus on customer centricity.Drive complex, strategic and large-scale customer programs (large Automotive OEM)Collaborate with stakeholders and manage cross-functionally to ensure successful customer delivery (product launches, POC, projects, etc.)Proactively identify and manage risks, and project escalations from the client and work with the Project / Program Managers to resolution, driving projects to successful completionBe the Voice of the Customer for a broad portfolio of products and services by providing regular feedback to Product and Sales, as well as proactively drive executive-level review and decision making as neededOwn customer journey, drive adoption, expansion of customer footprint with HERE products and services, drive to provide value to increase customer retention & advocacy. Consult clients on potential opportunities to improve their Navigation, IoT and LBS solutions, in conjunction with HERE Sales teamsActs as the main technical customer interface and ensure customer requirements are understood across internal divisionsIdentify gaps in methodologies and/or processes for any part of the customer lifecycle and drive change for continuous improvementTravel up to 25%, both domestic and international, to meet customers and suppliers as needed

The Customer Success Manager is 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 will oversee day-to-day customer relationships and you will actively participate in retaining and growing customer relationships

SKILLS & EXPERIENCE

• 5-10 years of technical experience (content / data / engineering) with a sales / pre-sales track record or equivalent technically oriented management function
• Experience in Customer Success and strong Program Management skills working with large enterprise customers. Experience in all aspects of program management (execution and delivery) involving large cross-functional teams.
• Must have a strong sense of ownership of the customer account, demonstrate continuous learning & improvememt mindset, and work vigorously to build trusted partnership with the customer.
• Solid track record of managing customer relationships, including delivery of large scale programs to market and successful project management
• Sound understanding of infotainment, telematics and wireless communication technology with a depth of experience across sectors – automotive, consumer electronics, public, telecom
• Excellent consultative, advisory, organizational skills with an aptitiude for strategic thinking, proactive risk management and problem solving
• Strong leadership, ownership, lobbying skills with ability to influence people outside of one’s own managerial matrix and a track record of solid cross-functional stakeholder management skills and collaboration
• Excellent interpersonal and communication skills in English, and inter-cultural work experience; local language skills are a plus

QUALIFICATIONS & EDUCATION

• Graduate Bachelor’s Degree in Computer Science, Electrical Engineering or an equivalent technical field preferred
• PMI PMP certification (or equivalent) required.
• Agile methodology experience preferred.

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.