Overview
The Customer Success Manager will champion the customer throughout the engagement lifecycle, enabling them to get best value from Enverus' software and solutions. Further, this role is focused on customer retention and driving our Net promoter score to the world class level. This individual will ensure that by using technology solutions, our Account Managers are focused on the right activities to deliver the value that our solutions bring.
Ready to roll up your sleeves, learn something new every single day and build a world class Customer Success team? Then this role is for you!
The CSM is a catalyst to Enverus' operational and strategic priorities through the effective measurement, subjective analysis and reporting of customer health and value. The ability to be persuasive in written and verbal communication is a vital part of the role. The ability to draft problem statements and offer insight into how those problems can be addressed is considered central to the role. Proactive organization and follow up with individuals accountable for problem resolution is expected, as is, escalation to senior members of the management team when individuals have not delivered expected service levels. Knowing how and who to engage to block and tackle specific and programmatic issues is essential to performance. Relationship building across all tiers of the company and the customer’s team is required.
Primary Responsibilities
Build strong, trusted, and influential relationships with strategic customers, sales and the OrganizationExtensive Project Management and Change Management experience with sales processesObtain a thorough understanding of the value that drives assigned customer decisions for using Enverus products and servicesProactively offer appropriately tailored advice and bring unique industry insights to the customer and or sales driving value propositionsProvide feedback to customers to streamline service and product delivery.Engage in on-going, two-way dialogue with customers regarding ways to improve engagement and use of our product and servicesDevelop strong and trusted relationships within leadership as to ensure clear communication of customer required value of all the services and products Enverus is providing, and/or can provide in the futureResponsible for day-to-day management and execution of Customer Success programs: the objectives and goals required to achieving metric improvementsEstablish synergistic relationship with the representative(s) as to promote partnership in evaluating and presenting product / service portfolio expansion with the customer(s)Proven results on delivering/exceeding goals on time, with an attention to detail.Experience managing and prioritizing multiple customer requests in a fast-paced environment, including timeline scoping and effective re-prioritizationDemonstrated strong aptitude in correlating improvements with customer health and NPS satisfaction resultsRelationship Management: Aptitude to build strong relationships and bonds with management, director, and executive-level client base. Experience effectively setting and managing customer expectationsDemonstrate a strong humility trait to establish customer’s issues and perspective more important than self, or that of EnverusDemonstrate values that align with helping others to improve performance through hands on assistance, teaching and leadershipUtilize highly developed negotiation skills with the ability to influence product portfolio growth and expand market captureRegularly and frequently forecast your portfolio of accounts to sales leadership on a monthly, quarterly, and annual basis
Requirements
5+ years experience in a customer facing sales/technical positionManagement and delivery of SaaS level solutions and services (preferably in the Oil and Gas industry)Minimum of a Bachelor’s degree in a technical discipline, ideally possess a Master’s degree in a business-related subjectStrong experience managing support and onboarding initiatives, and proven ability to build a world class teamGoal-driven, roll up your sleeves personality with the power to act cool and calm under pressure