Customer Success Manager (Hybrid Work Schedule)

Quorum Software; Dubai; Hybrid; AED 293,000 - 441,000; Full time

Job summary

A leading software firm in the energy sector is seeking a Customer Success Manager to oversee key customer relationships and ensure their satisfaction with products and services. The ideal candidate will possess strong interpersonal and problem-solving skills, along with a solid background in account management, preferably in the oil and gas industry. This role is based in Dubai and involves working closely with clients to improve their experience and address their needs.

Qualifications

• Minimum 5 years experience in a Customer Service or Account Management role.
• Familiarity with the oil and gas industry.
• Ability to handle multiple priorities effectively.

Responsibilities

• Manage customer action plans and onboarding.
• Conduct regular customer touch points.
• Handle account escalations and customer health monitoring.
• Coordinate cross-organizational efforts.

Skills

Interpersonal Skills

Problem Solving

Data Analytics

Communication Skills

Time Management

Education

Master Degree or 4 year degree

Job description

Overview

The primary role of the enterprise Customer Success Manager (CSM) position is to manage a portfolio of key customers by building relationships with those customers, assuring that they have a positive experience with Quorum Products and Services. This is achieved by directly being accountable for customer health reporting and becoming the sponsor for each assigned customer’s journey with Quorum. You will be managing an annual recurring revenue of between $5M-$10M per year with some of our largest and longest standing customers. You will contribute to helping support strategies to maximize customer health, acquisition, retention, and profitability with Quorum. Our ideal candidate is technology savvy with excellent communication skills, a strong team player, understands how to influence without direct authority and has a solid understanding of the energy industry. Critical to the candidate’s success will be possessing project management experience, problem solving skills, data analytics familiarity, a continuous improvement mindset, account management and / or customer success experience. The CSM is responsible for account level relationship management, escalations, value planning, feedback loops, customer action plans and lots of coordination between numerous internal and customer facing stakeholders.

The position is based in Dubai, UAE.

Responsibilities

• Customer action plans and onboarding
• Customer Monthly and Quarterly regular touch points
• Account Escalations
• Customer Health Monitoring and Reporting
• Renewals
• Cross-Organizational Coordination
• CSAT Initiatives to improve customer health, backlog, etc.
• Work with sales to commercialize account opportunities
• Help customers solve problems / challenges
• Customer Health Improvements
• Churn Prevention
• And other duties as assigned.

Requirements

• Master Degree or 4 year degree from accredited university
• Preferred : Min 5 years experience in a Customer Service or Account Management related role
• Preferred : Oil and Gas industry experience with familiarity to one or many of the following; upstream, midstream, transportation, and measurement
• Excellent Interpersonal Skills - able to develop productive relationships with colleagues, customers and associates
• Problem solving, ability to communicate with the highest level in customer organizations
• Strong written, oral communication and presentation skills
• Strong time management and organizational skills with an attention to detail and ability to handle multiple priorities effectively
• Data Analytics competencies
• Fluent in English, both written and verbal

About Quorum Software

Quorum Software connects people and information across the energy value chain. Twenty years ago, we built the first software for gas plant accountants. Pipeline operators came next, followed by land administrators, pumpers, and planners. Since, Quorum has helped thousands of energy workers with business workflows that optimize profitability and growth. Our vision for the future connects the global energy ecosystem through cloud-first software, data standards, and integration. The trusted source of decision-ready data for 1,+ companies, Quorum Software makes the essential connections that let us work better together in the connected energy workplace. For more information, visit quorumsoftware.com.

Diversity Statement

Diversity, equity and inclusion are core to Quorum. We are committed to fostering and preserving a culture of diversity and inclusion. We want to be the place where a diverse pool of talented people join us, stay with us and do their best work. The collective sum of individual differences, life experiences, knowledge, innovation, self-expression, and talent that our employees invest in their work represents not only part of our culture, but our reputation and our achievements. We have a DEI committee focused on Culture, Advocacy and Talent, have company-wide Unconscious Bias training and more.