Customer Success Manager

Job summary

The Customer Success team is a group of self-motivated individuals who work closely with our customer to provide support through the entire customer journey. From pre-sales to onboarding to adoption and expansion, we are the Voice of the Customer. The team’s primary objectives are to Engage, Adopt, Expand, and Retain relationships with our customers and help bring their visions to reality. If this sounds like something you want to do, then we’d love to talk with you.

As the 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.

Job Responsibilities

In this role, you will focus on key and strategic accounts in the Automotive segment, utilizing company's products and services. Your main responsibilities include:

• Develop and execute Success Plans to help Customers maximize the value from company's products & services.
• Guide customers through design, integration, validation and deployment of the components purchased and adopted by the Customer.
• Act as the main technical customer interface and ensure the customer requirements are understood across internal divisions.
• Be the Voice of the Customer and communicate effectively with internal stakeholders to deliver on customer expectations.
• Proactively drive executive-level review and decision making as needed.
• Manage cross-functionally, to drive complex, strategic and large-scale customer engagements (large Automotive OEM) and ensuring successful customer delivery (product launches, projects, etc.).
• Innovate, break silos, and challenge the status quo in the pursuit of customer success.
• Consult with clients on potential opportunities to improve their Navigation, IoT and LBS solutions, in conjunction with company Sales and Product teams.
• Travelling up to 25%, both domestic and international, to meet customers and suppliers as needed.

Experience requirements

This role requires experience in program management, proactive relationship building, leadership, technical expertise, and commercial awareness, as well as the ability to influence positive outcomes. You will be successful in this role, if you possess the following skills, competencies and experience:

• A Degree in Engineering, Science or related fields or relevant work experience.
• 10+ years of relevant technical experience, including at least 2+ years in technical pre-sales, technical customer support, technical consulting, or similar customer facing roles.
• Experience in all aspects of program management (execution and delivery) involving cross-functional teams in a B2B context.
• Proven consultative, advisory, organizational skills with an aptitude for strategic thinking, proactive risk management and problem solving.
• A strong sense of ownership of the customer account to ensure a trusted partnership is established with the customer.
• Understanding of Automotive infotainment, in-vehicle and cloud solutions is nice to have.
• Fluency in Vietnamese and English (written and spoken), Thai skills are a plus.

Contact Person

•   Chau Nguyen
•  Adecco