Customer Success Manager

SLB; Houston (TX); On-site; USD 90,000 - 115,000; Full time

Job summary

SLB is seeking a Customer Success Manager in Houston, Texas, to ensure the success and satisfaction of Energy Companies using their Global Oil & Gas SaaS solutions. The ideal candidate will have a Bachelor's degree and at least 5 years of experience in customer-facing roles, with strong communication skills and a deep understanding of SaaS applications. This role includes responsibilities such as customer engagement, issue resolution, and team leadership. Join SLB to make a significant impact in enhancing customer outcomes.

Qualifications

• Minimum of 5 years of experience in Customer Success or Account Management.
• Experience with SaaS applications preferred.
• Strong interpersonal skills and customer-focused mindset.

Responsibilities

• Collaborate with customers to understand their business objectives.
• Develop and maintain strong customer relationships.
• Help customers derive maximum value from our applications.
• Guide customers through the onboarding process.
• Address and resolve customer issues promptly.
• Facilitate customer training sessions to promote product understanding.

Skills

Customer Success Management

Communication skills

Technical aptitude

Problem-solving

Data analysis

Organizational skills

Education

Bachelor's degree in business, Computer Science, Engineering or related field

Job description

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.

Key Responsibilities

• 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.

Qualifications And Skills

• 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.