Manager, Customer Excellence

This is a fully remote position, open to applicants in Canada.

📋 Description

• Oversee the Customer Excellence team by defining clear responsibilities, setting performance expectations, and creating development plans.

• Convert the Customer Success strategy into actionable team priorities, capability enhancement, and staffing suggestions.

• Distribute specialist resources across regions according to customer requirements, business objectives, and technical risks.

• Foster a collaborative team culture through coaching, constructive feedback, and accountability.

• Utilize mining lifecycle expertise to link geological data and technology with customer decisions and measurable outcomes.

• Direct the team on customer workflows pertaining to exploration, drilling, resource assessment, mine operations, and processing.

• Discover opportunities to enhance adoption, decision-making confidence, and workflow efficiency.

• Set standards for specialist services, technical evaluations, and customer support.

• Manage request intake, prioritization, and delivery tracking.

• Evaluate service quality, adoption rates, and customer results.

• Collaborate with Regional Customer Success and functional leaders to address delivery dependencies.

• Establish trusted relationships with customer technical teams, site leadership, and decision-makers.

• Articulate technical findings, limitations, and trade-offs to both technical and business audiences.

• Create repeatable playbooks, technical guidance, and educational resources.

• Empower regional teams and customers to confidently utilize products and workflows.

• Travel up to approximately 25%, which includes domestic and international customer visits, site engagements, team workshops, and industry events.

⛳️ Requirements

• A degree in geoscience, engineering, science, business, or a related field.

• More than 15 years of relevant experience, including significant exposure to mining, mineral exploration, or mining technical services.

• At least 5 years of experience in people leadership with a proven record of coaching technical specialists, building trust, and fostering accountability.

• Strong grasp of how geological data informs mining decisions, with sound judgment in assessing technical evidence, value, and risk.

• Excellent written, verbal, and executive communication skills, including the ability to translate technical information into business implications.

• Experience in coordinating technical programs, studies, or service delivery across teams and external partners.

• Proven ability in developing service standards, quality controls, and practical operating procedures.

• Commercial insight, including understanding customer procurement, scope management, cost-benefit analysis, and value realization.

• Capability to align multidisciplinary teams and drive change across organizational boundaries.

• Experience leading a customer-facing technical team.

• Hands-on exposure to core scanning, geological databases, or geological modeling and mine-planning software.

• Background with a mining software provider, mining technology firm, or mining/engineering consultancy.

🏝️ Benefits

• A casual and enjoyable work atmosphere.

• Flexible working hours and opportunities for remote work.

• Comprehensive health and dental benefits.

• Robots equipped with lasers!