Customer Success Manager

Schlumberger

Houston, TX

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JOB DETAILS

SKILLS

2nd Level Support, Application Hosting, Best Practices, Communication Skills, Computer Science, Corporate Policies, Cross-Functional, Customer Acquisition, Customer Relations, Customer Relationship Management (CRM), Customer Satisfaction, Customer Support/Service, Customer Training, Customer/Client Research, Data Analysis, Engineering Software, Equal Employment Opportunity (EEO), Federal Contracts, Genetics, Internet Application, Interpersonal Skills, Knowledge Base, Leadership, Legal, Medical Conditions, Mentoring, Metrics, Microsoft Windows Azure, Needs Assessment, Oil and Gas, Onboarding, Organizational Skills, Performance Analysis, Performance Metrics, Problem Solving Skills, Product Development, Product Planning, Product Support, Promotional Programs, Regulations, Resolve Customer Issues, Sales, Sales Management, Sales Support, Software as a Service (SaaS), Team Lead/Manager, Team Player, Training/Teaching, Up-Selling, Web Browsers

LOCATION

Houston, TX

POSTED

2 days ago

Role Description:

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:

1. Needs Assessment: Collaborate with customers to understand their business objectives, challenges, and desired outcomes, ensuring alignment with our applications' capabilities.

2. 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.

3. Product Expertise: Become familiar with our SaaS engineering applications, including their features, functionality, deployment on Azure, and compatibility with web browsers and mobile platforms.

4. Value Realization: Help customers derive maximum value from our applications by identifying opportunities for optimization, suggesting best practices, and providing training resources.

5. Adoption and Onboarding: Guide customers through the onboarding process, ensuring successful adoption of our applications on web browsers and mobile platforms.

6. Issue Resolution: Adress and resolve customer issues promptly, ensuring minimal disruption to their operations for lower-level issues. Escalate technical and 2nd line support issues to ensure prompt response to more serious issues.

7. Communication: Provide regular updates to customers on product enhancements, updates, and releases, as well as any Azure-hosting considerations.

8. 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.

9. Feedback Collection: Gather customer feedback to provide insights for product improvement, feature requests, and enhancements, contributing to the product roadmap.

10. Customer Advocacy: Serve as the voice of the customer within the organization, advocating for their needs and requirements to ensure their success.

11. User Training: Facilitate customer training sessions and workshops to promote product understanding and effective usage.

12. User Help: Develop self-help resources and knowledge base materials.

13. 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.

14. 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.

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.

As the Customer Success Manager for SaaS solutions, your role will be pivotal in driving customer satisfaction and value realization. Your ability to understand our products, foster strong customer relationships, and facilitate effective communication will contribute to the ongoing success and user satisfaction of our SaaS engineering applications hosted on Azure.

ALL APPLICANTS FOR U.S. ROLES MUST CAREFULLY READ ALL THE SUPPLEMENTAL U.S. SPECIFIC INFORMATION LISTED BELOW.

SLB is committed to a culture where everyone feels like they belong. To learn more about our diversity, equity, and inclusion commitments, please visit our Diversity & Inclusion | SLB (slb.com) (https://www.slb.com/about/who-we-are/diversity-and-inclusion.) page for more information.

When certifying your application, you are also certifying on reading and understanding all of the below supplemental information. For purposes of the application and the below information, Company shall be defined to mean SLB. Please note that the below supplemental information and the employment application are NOT a contract.

1. EQUAL EMPLOYMENT OPPORTUNITY & VETERANS Company policy is to provide every individual a fair and equal opportunity to seek employment and advancement at the Company without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, citizenship, genetic information, veteran or military status, disability, creed, ancestry, pregnancy (including pregnancy, childbirth and related medical conditions), marital status or any factors protected by federal, state, or local laws. We are an "Equal Opportunity Employer". For more information please, refer to the latest version of "Know Your Rights" poster and the "Pay Transparency Nondiscrimination Poster" located here: https://www.dol.gov/agencies/ofccp/posters. The Company is a VEVRAA Federal Contractor - priority referral Protected Veterans requested.

2. REASONABLE ACCOMMODATIONS The Company will endeavor to make a reasonable accommodation / modification to the known physical or mental limitations of a qualified applicant with a disability to assist in the hiring process, unless the accommodation would impose an undue hardship on the operation of our business, in accordance with applicable federal, state, and local law. If you believe you require such assistance to complete the application or to participate in the interview process, please contact accommodationhotline@slb.com to request assistance. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to.

3. AUTHORIZATION FOR EMPLOYMENT Pursuant to the Immigration Reform and Control Act of 1986, all applicants who are offered and accept employment must produce documents establishing their identity and authorization for employment in the United States. These documents must be produced no later than seventy-two (72) hours after employment commences. In addition, all applicants who are offered and accept employment will be required to verify their employment authorization under oath by signing a USCIS Form I-9. SLB is an E-Verify employer.

4. APPLICATION CERTIFICATION When applying to a job please read the application carefully before certifying that all of the answers you have given are true, accurate and complete. Ensure that you have read and fully understand the questions asked in the application. Unless noted otherwise, by certifying the application, you are also agreeing to and/or authorizing the following:

5. You understand that any omission and/or misrepresentation of any fact from or on the application or during any interview will result in immediate rejection of the application, or if hired, will be cause for immediate dismissal.

6. You certify that you have read and understand all the supplemental information listed on the job description page for the job that you are applying for.

7. You authorize the Company to contact the education institutions that you have attended and for the Company to make any further investigations deemed necessary in connection with your application for employment.

8. You authorize the Company to inquire about, investigate and obtain copies of any records which relate to you from your former employers and educational institutions.

9. You release the Company and all affiliated persons and entities, as well as any person or institution that provides the Company with any lawful information about you, from any and all liability whatsoever resulting from any such lawful inquiry, investigation, or communication.

10. You agree that if hired, you will review and become familiar with all the rules and regulations of the Company.

11. You understand and agree that nothing in the application or supplement shall constitute an offer, a contract, or a guarantee of employment for a specific period of time.

12. If hired, you understand that your employment may be terminated with or without cause and with or without notice at any time, at the will of the Company or yourself, for any or no reason.

13. If hired, you understand that no supervisor or manager has authority to make an agreement to the contrary changing employment at-will.

14. If hired, you understand that the Company and all plan administrators shall have the maximum discretion permitted by law to administer, interpret, modify, discontinue, enhance, or otherwise change all policies, procedures, benefits or other terms and conditions of employment.

15. You understand that any application that is filled out will be in effect for 90 days from the date you certified it and, if employment is not offered within the 90-day period, you understand that you must reapply to be considered for future employment.

16. You understand that your application for employment in no way obligates the Company to employ you.

17. STATE INFORMATION Please read below any applicable State Information. By certifying the application, you are also certifying that you have read and understood any applicable State Information that is listed below.

18. ARIZONA APPLICANTS ONLY: To the extent required by applicable law, the Company maintains a smoke-free workplace.

19. CALIFORNIA APPLICANTS ONLY: I understand the Company may obtain, without using the services of a third party investigative consumer reporting agency, public records pertaining to my character, general reputation, personal characteristics, or mode of living during its evaluation of my application for employment and, if employed, during my employment. By checking the following box, I waive my right to receive copies of public records obtained by the Company.

20. MASSACHUSETTS APPLICANTS ONLY: Note that it is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

21. MARYLAND APPLICANTS ONLY: Under Maryland law, an employer may not require or demand, as a condition of employment, prospective employment, or continued employment, that an individual submit to or take a lie detector test. An employer who violates this law is guilty of a misdemeanor and subject to a fine not exceeding $100.

22. NEBRASKA APPLICANTS ONLY: By certifying the application you, hereby give consent to any and all prior employers of yours to provide information with regard to your employment with prior employers to SLB.
EQUAL EMPLOYMENT OPPORTUNITY & VETERANS

Company policy is to provide every individual a fair and equal opportunity to seek employment and advancement at the Company without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, citizenship, genetic information, veteran or military status, disability, creed, ancestry, pregnancy (including pregnancy, childbirth and related medical conditions), marital status or any factors protected by federal, state, or local laws. We are an “Equal Opportunity Employer". For more information please, refer to the latest version of "Know Your Rights" poster and the "Pay Transparency Nondiscrimination Poster" located here: https://www.dol.gov/agencies/ofccp/posters. The Company is a VEVRAA Federal Contractor - priority referral Protected Veterans requested.

About the Company

Schlumberger

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