Customer Success Manager

  • Business Development
  • Amsterdam, Netherlands

Customer Success Manager

Job description

Customer Success Manager @ HiberHilo

Amsterdam


We are hiring a Customer Success Manager to take on the challenge of helping organizations get the most out of our Remote Oil & Gas Well Monitoring solution.

The Customer Success Manager provides customer lifecycle focus from deployment through usage, adoption and continued usage - with the goal of driving use of Hiber products and services deeply into a customer’s business. The customer success manager aims to maximize customer’s success and to enlarge the product portfolio by up- and cross- sell.



Tasks and Responsibilities

● Build meaningful and intimate relationships with our customers to provide a world class customer experience throughout the entire customer journey, from implementation and onboarding, to renewal and growth. You will drive customer success and usage through the successful use of Hiber’s products and services

● Ensure customers are renewing and expanding their business relationship with Hiber annually

● Challenge and change the way a customer views both their business and the business value of HiberHilo, work with the customer on the HiberHilo image for their business

● Maintain rapid channel of communication to customer on service-related issues and events

● Act as Voice of the Customer and provide feedback to Product Development & Engineering, Sales and Marketing teams on product, service and operations issues to ensure a constantly improving customer experience

● Be a product expert, so have in-depth knowledge of Hiber’s products and the customer application, be technically savvy and resourceful, and use this in advising the customer accordingly

● Work closely with the Operations Team on the delivery- and installation-plan, and further roll-out of HiberHilo at the customer.

● Build customer loyalty and reference ability

● Develop a clear view of the customer lifecycle, mapping out the customer movements and touch-points throughout that journey. Monitor progress across accounts, leveraging data and KPIs to drive insights and take actions.

● Occasionally work flexible hours and travel to support international customers


Requirements

● Bachelor’s or Master’s level

● 4-6 years of experience in liaising with customers, including issue resolution and escalation management at business owner and executive level

● Account or relationship management experience, with ability to develop trusted advisor relationships

● High Energy level and superior problem solving skills

● Experience with scaling up customers from a first, small deal to a larger business value

● Experience with successful collaboration and management by influence when working with

● You’ll have a strong advantage if you have upstream Oil & Gas experience, which will help you to become a good advisor to the customers (well integrity leads, asset/production managers, technology/instrumentation experts)

● Fluency in written and spoken English, and preferably Spanish