Manager, Customer Excellence

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

📋 Description

• Direct and manage GeologicAI’s global team of Customer Excellence specialists, focusing on setting priorities, responsibilities, performance expectations, and development plans.

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

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

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

• Utilize mining lifecycle expertise to link geological data and technology with customer decision-making and measurable value.

• Steer customer workflows throughout exploration, drilling, resource evaluation, mine operations, and processing.

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

• Manage request intake, prioritization, and tracking of delivery.

• Evaluate service quality, adoption, and customer outcomes to enhance performance.

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

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

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

• Verify scope, feasibility, and responsible owners prior to making commitments to customers; escalate risks with suggested solutions.

• Create playbooks, technical guidance, and educational resources.

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

• Travel up to approximately 25% for customer visits, site engagements, team workshops, and industry events.

⛳️ Requirements

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

• Over 15 years of relevant experience, including significant experience in mining, mineral exploration, or mining technical services.

• At least 5 years of leadership experience, demonstrating a history of coaching technical specialists, building trust, and ensuring accountability.

• Strong comprehension 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 with external partners.

• Proven track record in developing service standards, quality controls, and practical operational procedures.

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

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

• Experience in leading a customer-facing technical team.

• Direct experience with core scanning, geological databases, or geological modeling and mine-planning software.

• Background in a mining software provider, mining technology company, or mining/engineering consultancy.

🏝️ Benefits

• A casual and enjoyable work atmosphere.

• Flexible scheduling with opportunities for remote work.

• Comprehensive health and dental benefits.

• Robots equipped with lasers!