CUSTOMER SUCCESS ADVISOR

Responsibilities ork with the assigned customers through the life cycle of customer relationship to provide smooth transition through different phases (Sales to Service to Support).
Lead adoption activities including educating customer locations on support processes and training requirements to help them meet their expected outcomes.
Lead and own all aspects of post-sales engagement with the account that includes coordination with Account Management, Project Management and the Implementation team, Trainers, Product Management and Technical Support Analysts.
Continuously measure results, advise the account towards improving adoption, and improve user’s awareness of what is possible with Hexagon PPM Solutions.
Improve the account’s health and user satisfaction scores.
Develop and maintain relationships with all key customer contacts.
Be a single point of contact for "post-sales" escalations and be the customer champion within Hexagon PPM.
Work with cross functional teams (internal and external) to ensure timely resolution of the customer’s escalations and complex technical issues involving many different internal teams.
Conduct periodic review of use of Hexagon PPM solution, support services and status of issues and escalations.
Help conduct root cause analysis and drive continuous improvement using project management skills for managing related action items.
Assist customer in understanding future roadmaps and in upgrade planning.
Accountable to guarantee correct work process and touch points with customer inside a service engagement Qualifications Bachelor’s degree or relevant industry experience.
Experience and/or certification in engineering, construction, or project delivery.
Experience and/or certification in business analysis desired.
Minimum  work experience in an advisory capacity, especially on projects involving software configuration, training, development, testing, and deployment.
Familiar with organization change management aspects of delivering change programs.
Successful track record in managing and delivering projects.
Demonstrable experience in problem solving.
Occasional domestic and international travel is associated with this position – estimated at 30%.
A valid passport required.
SKILLS AND ABILITIES   -Skilled at situation assessment to determine next steps in complex environments -Strong interpersonal and team building skills, possessing diplomacy and business judgment -Ability to understand customer’s implementation and how they interact with each other -Understanding of Customer business structure, projects, and contracts -Understanding of PPM Support processes and tools (Case Management, Hot Fix, Knowledge Management, etc.) -Strong written, listening, questioning and communication skills, including presentation skills -Strong analytical, problem solving and technical skills -Effective time management and conflict resolution skills -Excellent expectation setting acumen -Strong project management and implementation delivery skills -Expert listening skills and be able to probe with leading questions to gather relevant information -Strong social and organizational skills, and ability to develop network for cross-functional working - Portuguese, Spanish and English   Behavioural Competencies Required   -Self-motivated and enjoys autonomy -People oriented with positive interpersonal skills -Courageous and confident enough to deal with tense and unpleasant situations -Calm and controlled in times of unanticipated and unpleasant work-related issues -Performance driven team player -Flexible during times of change -Actively addresses problems -Strong work ethic