Technical Customer Success Manager

What's the role?

The Team:

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.

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: 

• Lead engagement for Key and Strategic Accounts across the total customer portfolio of HERE Products and Services:
• Drive complex, strategic and large-scale customer programs (large Automotive OEMs).
• 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.
• Provide effective sales and customer support for utilizing HERE technical assets and ready to sell products:
• Consult clients on potential opportunities to improve their Navigation, IoT and LBS solutions, in conjunction with HERE Sales teams.
• Promote HERE’s Services Value Proposition to customers.
• Support sales opportunities for Applications, Location Based Services and Map Content.
• Acts as the main technical customer interface and ensure customer requirements are understood across internal divisions.
• Act as the customer advocate / voice of the customer:
• Be the Voice of the Customer for a broad portfolio of products and services regardless of delivery mechanism (task, project, or program).
• Own customer journey, drive adoption, expansion of customer footprint with HERE products and services, drive to provide value to increase customer retention & advocacy.
• Identify gaps in methodologies and/or processes for any part of the customer lifecycle and drive change for continuous improvement
• Represent the customer end-to-end with regular feedback to Product and Sales, and pro-active in driving executive-level review and decision making as needed.
• Travel up to 25%, both domestic and international, to meet customers and suppliers as needed.

Who are you?

You are a technically strong Customer Success professional with a deep interest in location technologies and how they power Automotive solutions. To be successful in the role you bring

• Proven track record of integrating AI into daily ways of working, with measurable impact on efficiency, quality, or innovation. Please highlight relevant AI use cases, tools, and results in your resume.

•  5-10 years of technical experience (content / software / engineering) with a pre-sales track record or an equivalent technically oriented management function.
• Demonstrated experience with location-based technologies, solid understanding of AI fundamentals, and experience integra