Head of Client Success

We are seeking an experienced and dedicated “Head of Client Success” to join our dynamic GeoDin team at Fugro, a global leader in geospatial data collection, analysis, and management. This pivotal role involves shaping of premium and customizable geo-data solution offerings & trainings, managing the delivery and ongoing support of GeoDin geo-data solutions, ensuring they meet client needs and business objectives with a focus on client focus, project management, and technical excellence. The Head of Client Success will work with a hands-on approach to ensure that our geo-data solutions meet high standards and are aligned with both client needs and strategic business goals. 

You will be a key leader for GeoDin, our premier geo-data management and reporting software, and your work will directly contribute to the product strategy and its capability to integrate with innovative technologies and third-party applications, enhancing its functionality and market presence. This position offers abundant opportunities for professional growth within Fugro and requires a strong commitment to develop and deploy high-quality, scalable software solutions. 

You will work in a dynamic, collaborative team of international colleagues with whom you will share innovative ideas to achieve excellence. The role will report to the Head of Product, and is part of the Fugro Corporate Strategy team focusing on the Accelerate Business Build. 

The GeoDin Client Success Team is dedicated to ensuring that every user achieves the greatest possible value from our geo-data solutions. By deeply understanding the needs and objectives of both internal and external clients, the team plays a critical role in configuring and optimizing GeoDin to meet broad-based user requirements while adhering to a subscription-based model. 

Client Success Team responsibilities;

• Setup & Deliver Value-add geo-data solutions: Ensure the effective delivery of client-purchased offerings, including paid training sessions, dedicated solution advisory, client-driven configuration and optimization projects, and plug-in development projects;

• Client Support: Be the first line of support to deliver solutions to the clients either directly or by triggering & following up on actions from fellow teams;   

• GeoDin Configuration and Optimization: Utilize an in-depth understanding of GeoDin and its capabilities to set up solutions that maximize the value for all users, by configuring existing features and tools within the GeoDin platform to cater to the collective needs of our client base, focusing on maintaining a standard yet flexible solution. Implement robust & scalable databases, create insightful templates, and spearhead the development of object types, data models and graphing techniques that provide enhanced data analysis and cutting edge reporting capabilities;

• Development of Data Models and Templates: Spearhead the development of object types, data models, and reporting templates, enabling enhanced data analysis, and reporting capabilities; 

• Feedback Loop Management: Serve as the liaison between clients and the GeoDin Product Design & Build teams. Collect, distil and share client feedback to guide future product enhancements and feature integrations that benefit the entire client base, minimizing dedicated developments. Perform advanced testing of new functionalities and provide DevOps feedback; 

• Foster Loyal User Community: Establishing GeoDin as the selected geotechnical data management system, through engagements with governmental authorities and Fugro community. Maximize client retention through the delivery of strong support and high-quality client-specific solutions.

Your Responsibilities 

• Curate Solution Offerings Portfolio: Working closely with the commercial team, develop a portfolio of paid service offerings consisting of (advanced) trainings and configurations, with minimal product customisations;

• Establish strong technical relationships with key accounts: Understand the technical needs for larger enterprise clients, ensuring their adoption, configuration and workflows in GeoDin deliver highest value;

• Customized Proposals: Work closely with the commercial leads to setup client-specific proposals that can consistently deliver client value;  

• Solutions Delivery Ownership: With your hands-on approach, you ensure the delivery of high-value, funded, turn-key geo-data solutions, ensuring projects align with client requirements and company standards; 

• Operational Efficiency: Manage and prioritize team activities in line with the commercial backlog and strategic objectives, ensuring efficient and effective delivery of both paid services and standard support. Propose, adapt and adopt tools & processes for management and tracking of workflows, for helpdesk and custom developments;

• Responsibility for Financial Success: By efficient, focussed and timely delivery of highest value paid services, deliver profitable operation for the team; 

• Thought Leadership: Provide inspiration and progressive thinking to evolve GeoDin for the future, feeding ideas on new functionalities to the Product Owner, providing the Client Engagement team with ideas on potential solution proposals for clients; 

• Occasional Travel: Engage in occasional travel to meet with team members, engage with clients and attend industry events, providing opportunities for professional growth and network expansion. 

Your track-record 

• Bachelor degree in Engineering, preferably in Geotechnical Engineering, Civil Engineering, or related field, or relevant experience. Masters degree a plus;  

• 5+ years of experience in project management or client success roles, ideally within the geotechnical or geospatial data field; 

• Expertise in developing customer solutions in management, analysis and delivery of geospatial, geophysical and/or geotechnical data solutions;  

• Knowledge of GeoDin or similar geotechnical software applications is considered a strong plus;  

• Proven leadership in managing technical teams and complex projects. 

Desired Personal Competencies 

• Strong Communication Skills: Excellent ability to articulate complex ideas and technical details effectively across various levels of the organization, in English as the common team language;

• Collaboration and Teamwork: Ability to work effectively across hybrid teams, fast-paced agile team environments, contributing to collaborative problem-solving and project management;

• Hybrid Way of working: Working out of our Berlin or the Hague office, comfortable with working remote and flexible with colleagues and clients in disperse geographies; 

• Adaptability and Flexibility: Be comfortable with uncertainty and thrive in it; quick adaptability to evolving business needs, priority and scope changes and adaptation of modern techniques and technologies; 

• Initiative-taking Problem-Solving: A forward-thinking approach in identifying potential challenges and implementing effective solutions;

• Leadership and Mentorship: Ability to guide less experienced team members, fostering a culture of learning and growth;

• Motivation to grow: Self-drive to grab hold of opportunities to develop new expertise and skills, and proactively seek specific support for personal development. 

What GeoDin Team offers 

• Be part of a “global start-up”: Unique opportunity to be part of team with high agility of a start-up leveraging Fugro global organisation and its impact field; 

• Impact in Geo-data community: Co-shaping and re-invigorating the geotechnical data management software landscape for both external clients and internally, as part of the world’s leading geo-data company;  

• Be Experimental: Opportunity to try, adopt and use latest modern productivity tools & techniques available;

• Membership in a Diverse Team: Openly communicating team with diverse backgrounds and skillsets, share & discuss ideas, to learn from and share wisdom;  

• Regular team events: Be part of a distributed but well-connected team, that comes together periodically to inspire, be inspired, and have fun; 

• Learnings: Prioritized support professional and personal growth at all levels, from lunch & learn with colleagues to e-learnings to internal & external courses.