Technical Customer Success Manager

HERE Technologies is seeking a Technical Customer Success Manager to join their team. This role is pivotal in ensuring the successful delivery, adoption, and ongoing engagement of HERE's technology solutions for customers, with a focus on Enterprise and Transport & Logistics sectors. You will act as the Voice of the Customer, driving engagement, adoption, and expansion of relationships. The team fosters a highly collaborative environment, working closely with customers, engineering, and product management to build leading location services. This position involves strategic relationship management, leadership, commercial awareness, and the ability to influence positive outcomes across various internal and external stakeholders. HERE Technologies is a location data and technology platform company dedicated to empowering customers to achieve better outcomes, from urban infrastructure management to optimizing business assets and guiding drivers safely. They are committed to creating solutions that fuel innovation and improve people's lives.

Lead engagement for Key and Strategic Accounts across the total customer portfolio of HERE Products and Services. Own the overall success of the account, develop and execute a Success Plan to help Customers maximize value. Drive complex, strategic, and large-scale customer engagements, including multiple programs, projects and workstreams. 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 from the client. Provide effective sales and customer support for utilizing HERE technical assets and ready to sell products. Consult clients on potential opportunities to improve their location-based solutions, in conjunction with HERE Sales teams. Support sales opportunities for Applications, Location Based Services and Map Content. Promote HERE’s Services Value Proposition to customers. Act as the main technical customer interface and ensure customer requirements are understood across internal divisions. Be the Voice of the Customer for a broad portfolio of products and services. Own customer journey, drive adoption, expansion of customer footprint, and 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 pro-active in driving executive-level review. Drive measurable customer outcomes through adoption, value realization, and long-term retention. Travel up to 25%, both domestic and international, to meet customers and suppliers as needed.

5-10 years of technical experience (content / software / engineering) with a pre-sales track record or 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. Experience in Customer Success with strong Technical Account and Program Management skills. Experience working with large enterprise customers and complex, cross-functional programs. Strong sense of ownership of the customer account, continuous learning and improvement mindset. Solid track record of managing customer relationships, including delivery of large scale programs. 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 technology. Exposure across Automotive, Transportation & Logistics and Enterprise sectors. Strong leadership & communication skills, with ability to influence people outside of one’s own managerial matrix. 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.