Senior Customer Success Manager Upstream

The Role: Senior Customer Success Manager Upstream, India

The Role: This position serves and supports business growth and customer retention, specifically in customer success, ensuring that the customer receives maximum value and benefit from our upstream oil and gas products and services. The position is also responsible for serving as a knowledgeable resource to other business associates and customers in the areas of industry, best practices, and product usage.

The Team: The Asia Pacific Customer Success Team is a highly motivated and cohesive team that is forward-looking and collaborative in serving customers. Colleagues, Prospects and Customers appreciate the efforts of the team in being able to demonstrate value using Commodity Insights services and this forms a positive reinforcement of the contributions that each individual delivers.

The Impact: The Customer Success Manager will act as a trusted advisor, fostering strong relationships with customers and driving engagement and satisfaction. The role needs to support new customer business, existing customer retention and existing customer growth through on-site support, training, and integration of Commodity Insights services within customer workflows. The goal is to ensure our customers achieve their desired outcomes while using our products and services.

Whats in it for you: This role offers opportunities on individual development to be an expert in world-wide oil and gas activity and in S&P Commodity Insights industry leading products, through customer engagements at different levels, including the senior executives. It also offers further career opportunities in the larger S&P Global company through close collaboration with the other departments and divisions.

Responsibilities:

• Support customers and Sales in both pre-sale and post-sale activities in the effort to increase revenue and maximize retention. Activities include but are not limited to: o Business Analysis Discovery o Training Implementation and Delivery o Training Documentation Development o Adoption Analysis and Solution Recommendation Implementation, o Problem-Solving, and o On-going support as these activities relate to the use of all related products.
• Act as the leader and primary liaison between business unit and customer on issues relating to products, services and technology.
• Provide Customer training via on-site visits, remote virtual meetings, phone or email to incorporate Commodity Insights services into their workflow and drive customer satisfaction and retention.
• Develop and maintain strong relationships with key stakeholders at client organizations
• Conduct regular check-ins and business reviews to assess customer satisfaction and identify opportunities for improvement.
• Monitor customer health metrics and proactively address any concerns to mitigate churn risk.
• Action top-tier escalations for all supported products and services. Provide follow-up as appropriate.
• CRM and Customer Success platform logging for future reference. Using data led insights in preparation of customer visits to include company research, training documents, liaising with Sales teams to understand the strategy for growing those customer accounts and be aware of any problems that may be encountered, etc.
• Assist in creating and maintaining a proactive and positive environment between Customer Support, Sales, Marketing and other departments that will enable the business unit to create greater value for customers.
• Interact with 3rd party vendors. Participate in training and relationship building through joint on-site customer visits, mutual training, and customer support.
• Regularly attend Management, Sales, Product and Content meetings to present core information, keep communication channels open between departments and to be kept informed of all changes regarding customers and markets.

• Discover up-sell/cross-sell opportunities for products and services during customer calls/on-site visits and share these leads to respective Sales colleagues.

• Leverage AI technologies provide insights and recommendations that enhance customer experience and product usage, drive awareness and adoption of companys AI related products.

• Stay up to date with industry trends and best practices in customer success, have understanding on API integrations, AI technologies, and data analytics.
• Collect report and act on Voice of the Customer feedback acquired from customer interactions. Recommend process improvements based on feedback.
• Act as Subject-Matter-Expert in agreed upon area within Customer Success team and Sales in one of the four areas including but not limited to: (1) Management, (2) Customer Needs, (3) Technology, and (4) Training.
• Manage and deliver special projects assigned by leadership for the benefit of the Customer Success teams.
• Perform other duties as assigned.

What Were Looking For: Looking for a person who is resourceful, adaptable, creative, and detailed/results-oriented with high energy and a positive attitude.

Qualifications:

• Degree in Geoscience, Petroleum engineering, Petroleum Economics or related discipline.

• 6-8 years of oil and gas experience with an operator or service company. Candidates with less experience but strong aptitude will also be considered.

• Must be fluent (spoken and written) in English, fluency in a second language is an advantage.
• First class presentation and demonstration skills and the ability to build and own customized demonstrations.
• Confident, patient, and concise to be able to engage people of all levels.
• Enthusiastic self-motivated, ability to work on own and under pressure.
• Proactively understand customers needs and absorb critical information that could result in additional revenue and/or potential downsizing.
• Possess technical knowledge to support and train Commodity Insights services to both internal and external customers.Candidates who have programing knowledge and is proficient with Power BI, Tableau experience in creating visualizations and reports will be an advantage.
• Ability to influence individuals at all levels, give opinions and justifications.
• Use organizational/time management skills to prioritize workload and schedule trips and training sessions.
• Proficiency in Microsoft Office package. Ability to set up internet connections wireless internet connections, have understanding on API and cloud solution concepts.
• Familiarity with AI technologies, and their applications in enhancing customer success.
• Ability to analyze processes and procedures, identify and present necessary changes and involve and gain commitment from all associates and other business units as part of any change process.
• Have a flexible approach to cover colleagues work when needed.
• Possess exceptional listening, written and oral communication skills to facilitate communication and interaction with all staff levels and customers.
• Must be able to travel within India.