Manager, Customer Excellence

GeologicAI is hiring a Manager, Customer Excellence to lead its global team of Customer Excellence specialists and develop the function’s priorities, standards, and capabilities. The role connects geological data and technology to customer value, oversees specialist service delivery and quality, and coordinates customer support, education, and enablement across teams.

Responsibilities:

• Lead the Customer Excellence team, setting clear accountabilities, performance expectations and development plans
• Translate Customer Success strategy into team priorities, capability development and staffing recommendations
• Allocate specialist capacity across regions based on customer needs, business priorities and technical risk
• Build a collaborative team culture through coaching, constructive feedback and accountability
• Apply mining lifecycle knowledge to connect geological data and technology with customer decisions and measurable value
• Guide the team on customer workflows across exploration, drilling, resource evaluation, mine operations and processing
• Identify opportunities to improve adoption, decision confidence and workflow effectiveness
• Make sure technical recommendations reflect site conditions, customer capabilities and agreed deliverables
• Establish practical standards for specialist services, technical reviews and customer support
• Oversee request intake, prioritization and delivery tracking, with clear ownership and communication
• Monitor service quality, adoption and customer outcomes, and use what you learn to improve performance
• Maintain review and escalation practices within delegated technical authority
• Partner with Regional Customer Success and functional leaders to coordinate specialist support and resolve delivery dependencies
• Build trusted relationships with customer technical teams, site leadership and decision-makers
• Communicate technical findings, limitations and trade-offs clearly to both technical and business audiences
• Confirm scope, feasibility and accountable owners before making customer commitments, and escalate risks with clear recommendations
• Develop repeatable playbooks, technical guidance and learning resources from the team's specialist expertise
• Equip regional teams and customers to apply our products and workflows with confidence
• Use customer feedback and adoption evidence to improve services and training

Requirements:

• You're a credible mining professional who understands how geological data drives decisions across exploration, mine planning, operations and processing
• You don't need to be a geologist, but you know what sound technical judgment looks like and can earn the respect of experienced specialists
• You lead through coaching and clear expectations, and you take ownership of your team's performance, capacity and development
• You connect work across disciplines and communicate just as effectively with a site geologist as with a customer executive or internal leader
• You're honest about what the data can and can't support
• When work crosses team lines, you partner with the accountable leaders to resolve dependencies before making commitments
• You enjoy building structure where it doesn't exist yet, and you can keep competing priorities moving through a lot of internal and external coordination
• Degree in geoscience, engineering, science, business or a related discipline
• 15+ years of relevant experience, including substantial experience in mining, mineral exploration or mining technical services
• 5+ years of people leadership, with a track record of coaching technical specialists, building trust and establishing accountability
• Strong understanding of how geological data supports mining decisions, with sound judgment in evaluating technical evidence, value and risk
• Clear written, verbal and executive communication, including translating technical information into business implications
• Experience coordinating technical programs, studies or service delivery across teams and external partners
• Experience developing service standards, quality controls and practical operating procedures
• Commercial awareness, including customer procurement, scope management, cost-benefit assessment and value realization
• Ability to align multidisciplinary teams and lead change across organizational boundaries
• Experience leading a customer-facing technical team
• Direct exposure to core scanning, geological databases or geological modelling and mine-planning software
• Background with a mining software provider, mining technology company or mining/engineering consultancy