Customer Success Manager

DNV Germany Holding GmbH; Mechanicsburg (Cumberland County); Hybrid; USD 80,000 - 100,000; Full time

Job summary

An established industry player is seeking a dynamic Customer Success Manager to ensure that clients achieve their desired outcomes with innovative products. This role involves overseeing the entire customer journey, from successful project implementation to ongoing support, and driving customer satisfaction and retention. The ideal candidate will leverage their extensive experience in consulting management and customer-centric processes to enhance product offerings and foster strong client relationships. Join a forward-thinking team dedicated to making a positive impact in the energy sector and beyond, while enjoying a hybrid work model that promotes flexibility and collaboration.

Qualifications

• 10+ years of consulting management experience with a focus on customer success.
• Strong understanding of customer-centric processes in the Electric Grid Market.

Responsibilities

• Drive customer success from project implementation to training and support.
• Collaborate with Growth and Sales for customer onboarding and retention.

Skills

Customer Centricity

Project Management

Consulting Management

Communication Skills

Leadership

Solution Orientation

Education

Bachelor’s Degree in Engineering or Software

Tools

SaaS Solutions

Job description

About Digital Solutions

We provide engineering software tools and enterprise solutions for managing risk to improve safety and performance across industries, including the maritime, energy, and healthcare sectors. Research, development, implementations and partnerships with our customers have earned us the position as a trusted third-party vendor of software and services. We are accelerating the pace of transition toward the digitalization of systems and software-as-a-service (SaaS) solutions to give customers the efficiency and flexibility of the cloud, including the power and insights from advanced analytics.

Why should you work with DNV? Because within DNV, organizational culture and how we collectively influence the world for future generations matters deeply to us. Our team works every day to safeguard life, property and the environment and positively impact society; endeavors to achieve our purpose through the success of our customers; and strives to be high-performing and innovative. Our approach reflects the equity, respect, and diversity we wish to see in the world.

DNV Digital Solutions is seeking a Customer Success Manager who reports into the Product Line Director and ensures that customers achieve their desired outcomes with the products, gets the value from our products as soon as possible, as well as drive customer satisfaction and retention. The scope of work is to provide insights based on customer feedback to inform product improvements. The position will work closely with customers, Growth and Sales, as well as product managers.

This role will be working a Hybrid model out of one of our US Offices.

What You'll Do

• Responsible for customer success from successful and timely project implementation to customer training and support - entire customer journey.
• Responsible for customer onboarding and retention. Closely collaborate with Growth and Sales to ensure growing Net Retention Rate y-o-y.
• Drive key account management and customer health checks.
• Provide customers’ needs and feedback to Product Managers (product delivery managers) for roadmap prioritization and product improvements and help prioritize which customers needs will accelerate growth.
• Collaborate with Growth Manager for farming/upselling and cross selling opportunities and proper hand over from sales to delivery and from delivery to support.
• Leverage new technologies to enable efficiency in support and training and reducing cost of delivery.
• Drive global resource utilization.
• Enable strong collaboration and proper hand over between delivery and support.
• Responsible for planning and coordinating the global user conferences, webinars and thought leadership events in consultation with Sales and Marcom.
• Responsible for defining and maintaining our customer success program including defining customer engagement frequency (touch frequency), account owners and requirements.
• Drive customer self service.
• Support sales activities.
• Implement governance from CEO office for technology for tech support, training platforms, customer portals, etc.
• Collaborate with Back Office and Finance for SLA renewal.
• Create on-demand interactive online self training, how-to quick guide, improved documentation, FAQ, interactive chat(-bot).
• Work with Product Managers to get insights into customer usage of software products.

What is Required

• Bachelor’s Degree ideally with a focus in engineering, energy, or software field
• Solid relevant experience in the Electric Grid Market with a proven understanding of the entire customer centricity process; delivery, project management
• At least 10 years of consulting management experience
• A genuine interest in and documented experience leading through motivating and energizing colleagues and customers; utilizing the strengths of your organization/network in an efficient and respectful manner
• Ability to create a collaborative environment and be a solution-oriented part of a regional management team
• Ability to quickly understand service offerings in Digital Solutions
• Strong written and verbal English communication skills
• We conduct pre-employment drug and background screening

Personal Qualifications

• You want to make an impact and are ready to go the extra mile to make it happen
• You develop an ambitious, but realistic business vision and ambition, and translate it into a workable strategy
• You are naturally solution-oriented and driven by reaching targets and with a commercial mindset Customer centric
• You make an impact, inspire, and convince others in a respectful way, and promote plans and ideas successfully
• Result oriented with high focus on delivery
• Ability to simplify and get things done
• Ability to interact and cooperate across our global organization
• Leadership and influential skills and ability to create followers in the organization
• Strong self-motivation, enthusiasm, and drive – but also ability to work efficiently in a team

Preferred skills

• Broad understanding of the North American Electric Utility market
• Existing business network in the U.S. Energy Landscape
• Practical Utility experience
• Experience with SaaS products and solutions

*Immigration-related employment benefits, for example visa sponsorship, are not available for this position*