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About the Role

As a Technical Customer Success Manager, you will be responsible for the successful delivery, adoption, and ongoing engagement of HERE’s technology solutions to customers, ensuring their continued success over time. You will oversee day-to-day customer relationships and actively participate in retaining and growing those relationships, focusing on key and strategic accounts in the Automotive sector.

Responsibilities

• Lead engagement for Key and Strategic Accounts across the total customer portfolio of HERE Products and Services.
• Drive complex, strategic and large-scale customer programs (large Automotive OEMs).
• Own the overall success of the account, developing and executing a Success Plan to help Customers maximize value from HERE products/services with a focus on customer centricity.
• Collaborate with stakeholders and manage cross-functionally to ensure successful customer delivery (product launches, POC, projects, etc.).
• Proactively identify and manage risks and project escalations, working with Project/Program Managers to resolution and driving projects to successful completion.
• Provide effective sales and customer support for utilizing HERE technical assets and ready-to-sell products.
• Consult clients on potential opportunities to improve their Navigation, IoT and LBS solutions in conjunction with HERE Sales teams.
• Promote HERE’s Services Value Proposition to customers.
• Support sales opportunities for Applications, Location Based Services and Map Content.
• Act as the main technical customer interface, ensuring customer requirements are understood across internal divisions.
• Act as the Voice of the Customer for a broad portfolio of products and services.
• Own customer journey, drive adoption and expansion of customer footprint with HERE products and services, providing value to increase customer retention & advocacy.
• Identify gaps in methodologies and/or processes for any part of the customer lifecycle and drive change for continuous improvement.
• Represent the customer end-to-end with regular feedback to Product and Sales, and proactively drive executive-level review and decision making.
• Travel up to 25%, both domestic and international, to meet customers and suppliers as needed.

Requirements

• Technically strong Customer Success professional with a deep interest in location technologies and how they power Automotive solutions.
• 5-10 years of technical experience (content/software/engineering) with a pre-sales track record or an equivalent technically oriented management function.
• Demonstrated experience with location-based technologies.
• Solid understanding of AI fundamentals.
• Experience integrating APIs, SDKs, and data services into customer applications and enterprise systems, supporting the delivery and adoption of HERE location solutions.
• Experience in Customer Success with strong Technical Account and Program Management skills, working with large enterprise customers and complex, cross-functional programs.
• A strong sense of ownership of the customer account, demonstrating continuous learning and improvement mindset.
• Work vigorously to build trusted partnership with the customer.
• Solid track record of managing customer relationships, including delivery of large scale programs to market and successful project management.
• Excellent consultative, advisory, organizational skills with an aptitude for strategic thinking, proactive risk management and problem solving.
• Sound understanding of location-enabled systems, telematics and wireless communication technologies, with exposure to Automotive use cases such as navigation, ADAS, AD, NOA and SDV.
• Ability to understand and develop solution architectures for connected solutions ranging from embedded devices, platform services, connected services to fully scale solutions supporting complex SDV scenarios.
• Strong leadership & communication skills, with ability to influence people outside of one’s own managerial matrix.
• Track record of solid cross-functional stakeholder management and collaboration skills.

Skills

• Location technologies
• AI fundamentals
• APIs
• SDKs
• Data services
• Technical Account Management
• Program Management
• Consultative skills
• Advisory skills
• Organizational skills
• Strategic thinking
• Risk management
• Problem solving
• Location-enabled systems
• Telematics
• Wireless communication technologies
• Automotive use cases (navigation, ADAS, AD, NOA, SDV)
• Solution architectures
• Connected solutions
• Leadership skills
• Communication skills
• Stakeholder management
• Collaboration skills

Location

• Domestic
• International

Work Type

• Full-time

Experience Level

• 5-10 years

Education Level

• Graduate bachelor’s degree in Computer Science, Electrical Engineering or an equivalent technical field preferred.
• PMI PMP certification (or equivalent) is a plus.
• Agile methodology experience preferred.

About the Company

• 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.

Equal Opportunity

• 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.