Technical Customer Success Manager

We are a group of self-motivated individuals who work closely with our customers, to provide support through the entire customer journey. From pre-sales to onboarding to adoption and expansion, we are the Voice of the Customer. Our primary objectives are to Engage, Adopt, Expand, and Retain relationships with our customers and help bring their visions to reality. We foster a highly collaborative environment working closely with our Customers, Engineering, Product Management etc.

to help build the best location services available in the market today. It’s highly rewarding when we get to see much of our work out in the real world in location-based applications and services used in the everyday. If this sounds like something you want to do, then we’d love to talk with you.

The Role
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.

The role will focus on key and strategic accounts in Automotive, utilizing HERE products and services.

Main Responsibilities

Drive complex, strategic and large-scale customer programs (large Automotive OEM)

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.

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 completion

Be 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 needed

Own 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 teams

Acts as the main technical customer interface and ensure customer requirements are understood across internal divisions

Identify gaps in methodologies and/or processes for any part of the customer lifecycle and drive change for continuous improvement

Travel up to 25%, both domestic and international, to meet customers and suppliers as needed

Who are you?
Role
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:

5-10 years of technical experience (content / software / engineering) with a pre-sales track record or an equivalent technically oriented management function

Experience in Customer Success and strong Technical Account Management skills working with large enterprise customers. Experience in all aspects of program management (execution and delivery) involving large cross-functional teams.

A strong sense of ownership of the customer account & ensure a trusted partnership is established with the customer.

Excellent consultative, advisory, organizational skills with an aptitude for strategic thinking, proactive risk management and problem solving

Sound understanding of Automotive infotainment, ADAS, in-vehicle and…