Maptek Hiring for Customer Success – Renewal Manager Full Time

Our company Guiding Principles:

• Create Tomorrow: We will encourage new thinking and support change
• Walk in Their Shoes: We will listen to our customers and reinforce relationships
• Smarter Together: We will work together and draw upon each other’s strengths
• Make It Simple: We will turn complex ideas into simple solutions
• Be courageous: We will be accountable for how we work and never give up.

Summary

The Renewal Manager will be part of the North America Customer Success Team and will work with the rest of the Customer Success Organization to prioritize RENEW opportunities with existing clients. Maptek’s Customer Success Team is focused on helping customers realize more value from their investment and relationship with Maptek through ensuring they attain their expected outcomes. The Team works towards a high level of customer adoption, expansion and renewal. The Renewal Manager will work closely with existing Maptek customers in the renewal area (software, maintenance, and calibrations).

Essential Role Responsibilities For Renewal Manager

• Lead the Renewal Team to meeting or exceeding annual renewal targets in the region through renewals of Maptek’s products and services.
• Renewal Team Responsibilities:
• Annual software subscription renewals, annual maintenance renewals, and annual service and calibration renewals.
• Additional responsibilities include, licensing, hardware logistics, asset management, and online training administration for the region.
• Renewal Team Management:
• Act as a day-to-day technical and administrative resource to Renewal Team employees.
• Provide leadership, training, coaching, reviews and mentorship to Renewal Team employees.
• Renewal Team Coordination:
• Resource allocation and communication (both internal and with client) for renewal activities
• Work collaboratively with customers during the renewal cycle to identify needs and to facilitate solutions to achieve the renewal.
• Work closely with Business Development (LAND), Customer Development (EXPAND) and the rest of the Customer Success Team to identify potential customer needs and solutions that may interfere with renewals.
• Engage Customer Success Leads (CSLs) when specific renewals require more in depth technical assistance
• Maintain an in-depth knowledge of mining technical and commercial drivers and current trends and/or opportunities in the mining industry.
• Identify and involve all customer stakeholders in the renewal process.
• Develop and maintain metrics on renewal rates, churn rates, and annual recurring revenue (ARR). Work with senior leadership to determine targets for these metrics. Track and out on metrics regularly.
• Maintain a current and accurate record of customer interactions in Maptek’s CRM (Salesforce) and /or Maptek’s Customer Success platform (Custify).
• Maintain a healthy pipeline with good forecasting practices and data quality.
• Develop and nurture relationships with decision makers (financial decision makers, influencers, users, etc.) at existing client offices / sites.
• Develop a clear understanding of the value proposition of each Maptek solution and their applications to each client’s unique situation.
• Develop knowledge in the product range and apply sales skills to maximize results.
• Provide Maptek product management and product development with innovative solution concepts, business cases, and product enhancement suggestions derived from customer input.
• Contribute to the development of annual revenue generation plans and forecasts.
• Contribute to the setting of personal Key Performance Indicators for you and your team.
• Perform other duties as assigned.

Knowledge, Skills and Abilities:

• Bachelor’s degree or higher is preferred.
• Previous mining / engineering /geology industry experience.
• An understanding of the mine modeling, design and planning process.
• Ability to understand broad site-level business goals and challenges, and to apply possible Maptek solutions.
• Ability to develop strategic revenue generation plans and to execute on those plans.
• Ability to work constructively with a diverse group of people, attitudes, and expectations across multiple Maptek offices.
• Ability to deal with multiple, competing demands and prioritize appropriately.
• Ability to read, write and comprehend English is required.
• Outstanding skills in relationship building, asking questions, listening to and understanding clients, and giving solution / product presentations.
• An understanding of the sales process, solution/consultative selling, communicating customized value proposition and an ability to excel at each.
• A natural ability to approach tasks and employees with a positive attitude.
• Commitment to work in a safe and professional manner at all times.

Physical requirements:

• Frequent sitting, standing, typing, use of hands, travel on airplanes.

Summary of compensation and benefits:

Salary range (base): $95,000 – $115,000. Compensation commensurate with experience and skills.

Health insurance (medical, dental, vision) with premiums paid by Maptek

401(k): Full company match on up to 10% of earnings

Life and disability coverage

Paid holidays, vacation and sick time

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