Customer Success Manager, Reality Cloud Software

Job Description

Hexagon is a global leader in digital reality solutions, combining sensor, software, and autonomous technologies. We are putting data to work to boost efficiency, productivity, quality, and safety across industrial, manufacturing, infrastructure, public sector, and mobility applications. You will be joining over 22,000 people in 50 countries on the leading edge of your field.

As a Customer Success Manager for Reality Cloud Studio, you will play a pivotal role in our customer-success strategies. We seek a self-motivated, results-oriented individual capable of building trusted relationships as a strategic advisor. Reporting to the Director of Customer Success, you will be instrumental in driving customer success and business expansion. This is an in-office position in Alpharetta, Georgia.

Desired Skills

WHAT YOU GET TO DO:

• Own the end-to-end relationship with assigned clients, including onboarding, implementation, training, adoption, retention, and ensuring satisfaction.
• Establish trusted advisor relationships to continuously deliver value from our products and services.
• Develop and maintain customer success strategies, best practices, and support content in collaboration with the creative team.
• Effectively communicate with internal and external senior management to understand customer needs, enhance retention and growth, and share insights.
• Maintain and analyze customer success metrics and data as directed.
• Propose and iterate on improvements to processes, ensuring alignment with company objectives and customer needs.

OUR IDEAL CANDIDATE:

• Act as the primary contact for assigned accounts, fostering trust, identifying opportunities, promoting best practices, and maintaining documentation.
• Evaluate the customer journey, address challenges through a consultative approach, and support clients in achieving their objectives.
• Coordinate workflows among project team members and third-party providers to ensure timely deliverables.
• Collaborate with team members to problem-solve and strategize ahead of client meetings.
• Prepare performance documentation and visuals for clients, analyzing CSAT and NPS scores to drive continuous improvement.
• Partner with sales and marketing teams to cultivate customer referrals and develop compelling case studies.
• Evaluate processes and workflows, identifying areas for optimization and efficiency gains.
• Drive cross-functional initiatives to improve customer experience and operational effectiveness.

REQUIRED SKILLS:

• Three to five years of experience in Customer Success, Account Management, Communications, Sales, or Marketing.
• Strong verbal and written communication skills, strategic planning abilities, and proficiency in project management.
• Analytical and process-oriented mindset with the ability to thrive in a fast-paced, cross-functional environment that is driven by deadlines.
• Proficiency in Microsoft Excel, with the ability to analyze data and create reports.
• Active team player and self-starter capable of managing multiple priorities effectively.

PREFERRED SKILLS:

• Experience in driving process improvement initiatives to optimize customer operations and enhance sales enablement, ensuring streamlined workflows and improved customer outcomes.
• Bachelor's Degree or equivalent experience.
• Proficiency with Salesforce and project management tools.
• Experience in customer-facing Event Planning.

Hexagon is an Equal Employment Opportunity and Affirmative Action employer. We are committed to considering all qualified applicants for employment without regard to race, religion, sex, national origin, disability, protected veteran status, or other characteristic protected by law.

At Hexagon, we work to be the place where a diverse mix of talented people want to come, to stay and do their best work. We know our company runs on the hard work and dedication of our passionate and creative employees, and that diversity of thought makes us better each day.