Overview
Seequent, Reading, United Kingdom. Enterprise Success Manager (ESM) role at Seequent.
The Enterprise Success Manager (ESM) plays a pivotal role in transforming customers from sales into long-term customer success. The mantra for the role is ‘users and usage’ and is about optimizing the number and proficiency of happy users and maximizing their usage of our solutions. For new customers, they provide proactive support from the point of sale, ensuring that new users transition smoothly into active, engaged users. For existing customers, this role is the primary advocate of Seequent inside the account, maximizing relations, understanding the account needs from our solutions, and driving users and usage.
As the primary point of contact for assigned accounts, the ESM acts as a strategic liaison between the customer and internal teams—including technical support, product management, and account management. They coordinate all customer interactions to ensure alignment across departments and drive positive outcomes.
ESMs develop a deep understanding of the customer, their business, their workflows, and how Seequent solutions underpin and unlock more value for the customer. This helps identify and communicate project value and determine when to engage specialized technical expertise. The skills to articulate complex solutions, build relationships, navigate complexity, and collaborate across functions are vital to success and ensuring client challenges are addressed efficiently and effectively.
Happy users are advocates of our solutions, optimizing the usage of our products with strong support.
Responsibilities
* An Enterprise Success Manager (ESM) works with the account manager as an active participant of the account team to ensure customers achieve their desired outcomes while using Seequent products or solutions.
* Build Relationships: Develop and maintain strong relationships with customers to drive satisfaction, foster loyalty, and support long-term account retention.
* Onboarding and Training Coordination: Understand onboarding and training requirements, organize the appropriate technical expert to deliver training or onboarding, and follow up to measure value delivered to the client.
* Customer Advocacy: Represent the voice of the customer within Seequent and advocate for their needs to improve onboarding, product usage, technical support, and overall experience.
* Technical Support Coordination: Monitor customer engagement with technical support and liaise with domain specialists to provide timely solutions.
* Upselling and Cross-Selling: Identify opportunities to introduce additional products or services that could benefit the customer.
* Data Analysis and Reporting: Analyze customer data related to outcomes (e.g., product usage, support metrics, engagement) and present NPS or related reports to customers.
* Cadence: Build a regular cadence of interaction with key account roles, ensuring proactive support, information sharing, and a highly engaged working model.
Qualifications And Essential Skills
* 5+ years of industry experience.
* Ability to understand the solution set.
* Customer-Centric Mindset: Commitment to helping customers achieve outcomes.
* Communication: Clear and effective communication with customers and internal teams.
* Problem-Solving: Ability to identify issues and provide solutions.
* Product Knowledge: Broad knowledge across multiple products to enable cross-portfolio guidance.
Relevant Industry Experience
* Technical Proficiency: Understanding of products/services to provide guidance and support.
* High EQ, empathetic, capable of building trust and working with complexity.
* Action-orientated and organized in managing multiple accounts.
Working conditions
Office based role with some travel and client-site visits as required.
Equity, Diversity, and Inclusion
Seequent champions the uniqueness of each individual and is committed to inclusiveness, equity, and accessibility. If accommodation is needed during the recruitment process, please inform the Talent Acquisition team. We encourage individuals of all backgrounds and abilities to apply.
How to Apply
If this sounds like the role for you, apply today with a covering letter and CV.
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