Manager, Customer Excellence

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

📋 Description

• Oversee GeologicAI’s worldwide team of Customer Excellence specialists.

• Define team priorities, responsibilities, performance expectations, and development initiatives.

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

• Distribute specialist capacity across different regions based on customer demands, business goals, and technical risks.

• Mentor the team and foster a collaborative culture through constructive feedback and accountability.

• Integrate geological data and technology with customer decisions to deliver measurable value throughout the mining lifecycle.

• Direct customer workflows in areas such as exploration, drilling, resource evaluation, mine operations, and processing.

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

• Manage request intake, prioritization, delivery tracking, service quality, adoption, and customer results.

• 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.

• Create playbooks, technical guidance, and educational resources.

• Enable regional teams and customers to utilize products and workflows effectively.

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

⛳️ Requirements

• Bachelor’s degree in geoscience, engineering, science, business, or a related field.

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

• More than 5 years of experience in people leadership, with a proven record of mentoring technical specialists, fostering trust, and establishing accountability.

• In-depth understanding 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.

• Proficiency in developing service standards, quality controls, and practical operational procedures.

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

• Capability to align multidisciplinary teams and lead 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 with a mining software provider, mining technology firm, or mining/engineering consultancy.

🏝️ Benefits

• A relaxed and enjoyable work environment.

• Flexible scheduling and opportunities for remote work.

• Comprehensive health and dental benefits.

• Robots equipped with lasers!