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. If this sounds like something you want to do, then we'd love to talk with you.
The Role: As a Technical Program Manager (internally referred to as 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 cover all industries, focusing on key and strategic accounts, utilizing HERE products and services. You'll also have the opportunity to obtain PMI / PMP certification.
Through high-touch customer engagement, develop and execute a Success Plan to help Customers maximize the value from HERE products & services.Collaborate with stakeholders and manage cross-functionally to drive complex, strategic, and large-scale customer engagements & ensure successful customer delivery (product launches, projects, etc.).Be the Voice of the Customer by providing regular feedback to Product and Sales, as well as proactively drive executive-level review and decision-making as needed.Identify gaps in methodologies and/or processes for any part of the customer lifecycle and drive change for continuous improvement.Consult clients on potential opportunities to improve their Navigation, IoT, and LBS solutions, in conjunction with HERE Sales Account Executives.Act as the main technical customer interface and ensure customer requirements are understood across internal divisions.Travel up to 25%, both domestic and international, to meet customers and suppliers as needed.Who are you?The Customer Success Team drives customer product adoption, expansion, and retention through proactive planning, management, and execution, collaborating with internal teams. The Customer Success Manager focuses on ensuring customers maximize the value they get from HERE products and services and successfully renew customer subscriptions while providing a seamless and superior customer experience. This role reports to the Customer Success Regional Director.
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, along with most of the following:
5-10 years of technical experience (content/data/engineering) with a sales/pre-sales track record or an 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.A strong sense of ownership of the customer account and 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.Strong leadership, ownership, & lobbying skills with the ability to influence people outside of one's own managerial matrix and a track record of solid cross-functional stakeholder management and collaboration skills.What Do We Offer? Challenging problems to solve.Work that makes a difference in the world.Freedom to decide how to perform your work.Variety in the types of projects you work on.Feedback so you will know how well you are doing.Collaborative, supportive colleagues in an inclusive environment.Make HERE your destination, we are just getting started. Apply now! HERE is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, age, gender identity, sexual orientation, marital status, parental status, religion, sex, national origin, disability, veteran status, and other legally protected characteristics.
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.
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