The Customer Success Manager is responsible for ensuring the success, satisfaction, and ongoing value realization of Energy Companies using our Global Oil & Gas SaaS solutions. This role requires a deep understanding of our customers' expectations and requirements, exceptional communication skills, and a proactive approach to fostering strong customer relationships. Depending on business needs, the role may also include leadership responsibilities and management of other Customer Success or Account Managers.
- Needs Assessment: Collaborate with customers to understand their business objectives, challenges, and desired outcomes, ensuring alignment with our applications' capabilities.
- Customer Engagement: Develop and maintain strong relationships with customers, serving as their primary point of contact for inquiries, concerns, and escalations related to our SaaS engineering applications.
- Product Expertise: Become familiar with our SaaS engineering applications, including their features, functionality, deployment on Azure, and compatibility with web browsers and mobile platforms.
- Value Realization: Help customers derive maximum value from our applications by identifying opportunities for optimization, suggesting best practices, and providing training resources.
- Adoption and Onboarding: Guide customers through the onboarding process, ensuring successful adoption of our applications on web browsers and mobile platforms.
- Issue Resolution: Adress and resolve customer issues promptly, ensuring minimal disruption to their operations for lower-level issues. Escalate technical and 2nd line support issues to ensure prompt response to more serious issues.
- Communication: Provide regular updates to customers on product enhancements, updates, and releases, as well as any Azure-hosting considerations.
- Renewal, Upsell & X-Sell: Own with sales teams opportunities for renewal and upselling, ensuring that customers continue to derive value from our applications. X-Sell within designated accounts.
- Feedback Collection: Gather customer feedback to provide insights for product improvement, feature requests, and enhancements, contributing to the product roadmap.
- Customer Advocacy: Serve as the voice of the customer within the organization, advocating for their needs and requirements to ensure their success.
- User Training: Facilitate customer training sessions and workshops to promote product understanding and effective usage.
- User Help: Develop self-help resources and knowledge base materials.
- Performance Metrics: Develop and monitor key performance indicators related to customer satisfaction, adoption, and retention, proactively addressing any areas of concern for internal and external use.
- Team Leadership: May include responsibility for managing, mentoring, and coordinating other Account Managers and Customer Success resources to ensure alignment, consistency, and high-quality customer engagement across the account portfolio.
To be successful in this role, it is critical to develop a strong working relationship with the Customer Support and Software Development teams and be 100% aligned with them at all times.
Qualifications and Skills:
- Bachelor's degree in business, Computer Science, Engineering, or a related field (or equivalent experience).
- Candidates with around 5-10 years of experience in customer success, technical support, or a similar customer-facing role within the oil and gas industry
- Proven experience as a Customer Success Manager, preferably with experience in SaaS applications and customer-facing roles.
- Strong technical aptitude and ability to understand software applications, especially those hosted on Azure and compatible with web browsers and mobile platforms.
- Excellent communication and interpersonal skills to establish rapport and effectively convey information to customers.
- Empathetic and customer-focused mindset with a dedication to ensuring customer success and satisfaction.
- Problem-solving skills to address customer concerns and provide solutions that align with their business objectives.
- Proficiency in analyzing data and metrics to measure customer success and identify areas for improvement.
- Collaborative mindset to work closely with cross-functional teams, including sales, support, and product development.
