Customer Success Manager

Overview

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:
  Address and resolve customer issues promptly, ensuring minimal disruption to their operations. 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.
• Other Responsibilities:
  
  Collaborate with cross-functional teams, including sales, support, and product development, to ensure customer success and adoption across the portfolio.

• Bachelor s degree in business, Computer Science, Engineering, or a related field (or equivalent experience).
• Minimum of 5 years of proven experience in Customer Success, Account Management, or similar customer-facing roles.
• 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.
• Strong organizational skills to manage multiple customer relationships and tasks effectively.
• Adaptability to evolving customer needs, product updates, and changing project requirements.