3179BR

United States

Job Description

Job Title: Customer Success Manager
Remote Position in the U.S.: Pacific time zone only
Must currently reside in the U.S. to be considered
Pay range: 75K-85K (DOE) plus bonus eligibility

AURA is part of Hexagon, the global leader in reality technology. Aura is a 3D imaging system for aesthetic medicine that was launched in July 2024 and is now being introduced to the US market. It allows practitioners in aesthetic medicine to capture a patient’s face instantly, creating a 3D model for detailed skin analysis and facial measurements. This innovative tool enhances communication between practitioners and patients, facilitating the sale of treatments.

Learn more at: Aura Reality by Hexagon - 3D Skin Analysis

Hexagon, with ~24,000 employees in 50 countries and net sales of ~5.5bn EUR is a global leader in sensor, software and autonomous solutions that are putting data to work to boost efficiency, productivity, and quality across industrial, manufacturing, infrastructure, safety, and mobility applications. Learn more at hexagon.com.

Position Overview: We are seeking a proactive and customer-focused Customer Success Manager to join our team. In this role, you will be instrumental in ensuring our clients achieve their desired outcomes with our Aura App and related services. You will maintain daily communication with customers, addressing their needs and enhancing their experience with Hexagon Aura Reality AG.

Desired Skills

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Onboarding and Training: Guide new customers through the onboarding process to ensure proper setup and adoption, providing strategic training and best practices to maximize product value.
• Complaint Resolution and Logistics Coordination: Resolve customer complaints regarding shipment issues or missing parts, coordinating with the logistics team and collaborating with shipment teams to ensure timely and accurate delivery.
• Problem Resolution: Act as a point of contact for issues (1st level technical support)., ensuring quick resolution by coordinating with other departments (2nd and 3rd level technical support)
• Renewals and Upsells: Proactively engage with customers to ensure timely renewals, actively identifying and presenting opportunities for upselling or cross-selling additional products and services that align with their needs and enhance their overall experience.
• Usage Monitoring and Engagement: Monitor customer usage of the Aura App, engaging with clients when usage declines to ensure continued satisfaction and value.
• Collaboration and improvement: Work closely with product management to identify common support issues, suggest user experience improvements

QUALIFICATIONS AND SKILLS

• Technical Communication: Ability to understand and explain technical concepts to customers, often assisting with technical support or troubleshooting.
• Organizational Skills: Ability to prioritize tasks effectively and maintain a structured approach.
• Communication Skills: Excellent verbal and written communication for effective interaction with customers and teams.
• Relationship Building: Ability to build and maintain strong customer relationships, understanding their needs and expectations.
• Problem-Solving and Analytical Skills: Strong skills to address customer issues and improve their experience, including technical support.
• Cross-Functional Collaboration: Strong ability to work collaboratively with cross-functional teams, including sales, product development, and support.

WHAT WE OFFER

• A dynamic and inclusive work environment.
• Opportunities for professional growth and development.
• Competitive salary and benefits package.
• The chance to be part of a pioneering company at the forefront of technology

AURA is an Equal Employment Opportunity and Affirmative Action employer. We are committed to considering all qualified applicants for employment without regard to race, religion, sex, national origin, disability, protected veteran status, or other characteristic protected by law.

At Hexagon, we work to be the place where a diverse mix of talented people want to come, to stay and do their best work. We know our company runs on the hard work and dedication of our passionate and creative employees, and that diversity of thought makes us better each day. #NP

Job Family

Customer Care (pre and post sales)

Employment Type

Professional

City

Remote