Customer Success Manager

Bring Cutting-Edge Technology to the Energy Industry

Are you looking for your next challenge supporting one of our major customers to realise the value of one digital well? Do you enjoy helping solve real business needs on the ground? Do you want to work on cutting-edge technology that is changing the energy industry?

If so, we want to hear from you!

We're looking for a dynamic and enthusiastic Customer Success Manager to work alongside one of our key customers.

As the CSM, you'll be responsible for being the onsite customer face of Stimline and our IDEX platform. You'll work closely with our users across business units to understand their needs, answer their questions and help them utilize the IDEX platform fully within their roles and workflows. Your objective is not just to meet their needs, but to exceed their expectations.

To apply, please submit your resume and a cover letter that highlights your experience and qualifications. We're looking for someone who is passionate about our customers’success & software as a service. If that's you, we can't wait to meet you!

Please note: Ability to work in the USA is required.

QUALIFICATIONS:

• 1+ years of experience working in a (SaaS) software as a service business is preferred.
   
• 1+ year of delivering customer solutions as part of a helpdesk or onsite support.
   
• Be comfortable living within the front end user side of the IDEX software.
   
• Strong communication skills to verbalize customer requirements and work effectively to relay and escalate to internal teams.
   
• A passion for building customer satisfaction and advocacy by delivering on user outcomes.
   
• A curiosity for continuous improvement of knowledge.
   
• Strong problem-solving skills, with the ability to think creatively and strategically.
   
• Bring urgency to customers issues.
   
• Ability to work effectively with global cross-functional teams.
   
• Basic knowledge of Tools such as Microsoft 365, Jira & HubSpot, (or equivalent).

KEY RESPONSIBILITIES

• Provide onsite & on call touchpoints to provide tier 1 support, underpin usage and showcase new features so that the customer can maximize value and achieve their desired outcomes.
   
• Ensure our customers have a best-in-class experience driven by a timely first response, updates, and resolutions in all interactions.
   
• Track, follow up and report on user issues, feedback and experiences.
   
• Maintain an appropriate and meaningful level of engagement with users.
   
• Own Onboarding & Adoption by users via 1:1 training or workshops.
   
• Proactive assistance via creating and maintaining user help materials.
   
• Work on call as part of a 24/7 support function when required.
   
• Collaborate with our customers to understand their needs and provide that feedback to help continually develop software solutions that exceed their requirements.
   
• Understand the breadth of Stimline products and enhancements to make suggestions to customers based on their needs.
   
• Communicate customer status, risks, and issues effectively.