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Customer Success Manager
4 months ago
**About SLB**:
We are a global technology company, driving energy innovation for a balanced planet. Together, we create amazing technology that unlocks access to energy for the benefit of all.
Our inclusive culture is the key to our success. We collaborate with our internal community of colleagues, alumni, and our valued external partners to support each other and achieve our goals. We aim to raise the bar high. We look for people who are committed to innovation and success and act with integrity to become and be a part of one of the most diverse group of experts in our industry, anywhere around the globe.
Global in outlook, local in practice - and with a united, shared passion for discovering solutions, we hire talented, driven people and support them to succeed, personally and professionally.
**Role**: Customer Success Manager
**Location**: Perth WA
**Type of contract**: Permanent
**Roster**: Full Time
The Position holder will support the post-sales customer lifecycle, which includes customer adoption, ongoing services, program optimization, and expansion. They serve as the primary contact for all program-related inquiries and build relationships with all relevant stakeholders, acting as a trusted advisor. Their responsibilities also encompass ensuring successful adoption, maintaining customer retention, and preventing churn across our customer base.
**Roles and Responsibilities**:
- Drives adoption of solutions within assigned account through continuous increase in value leading to renewal and potential for new business
- Drives Annual Recurring Revenue, manage churn risks and identify expansion opportunities
- Establish with customer a joint success plans which will drive adoption success and customer satisfaction
- Work with the Pre-sales, Project, and Sales Teams to facilitate a seamless Customer on-boarding process, ensuring a smooth ‘go live’ and introduction for the Customer from the outset.
- Work with customers to design their Customer Experience program aligned with philosophy and product capability whilst ensuring tailored to our Customer’s business objectives and strategy so that the program provides continued value to the Customer and drive long-term account satisfaction and growth.
- Closely monitor adoption rates of assigned Accounts; providing insight to Customers. Feed this back to the Sales and Marketing Teams.
- Anticipate Customers’ requirements and possible challenges - make our customers successful Promote the Company’s services (enhancements / updates / new initiatives / maintenance) through the relationships you have nurtured within the Accounts.
- Identify potential issues within the Accounts and work with the wider business to take timely and effective action to resolve them.
- Support Account Manager’s with customer renewals, proactively identifying and prioritizing resources, and effort according to perceived risk, potential growth, strategic value, and renewal timeframe.
- Work collaboratively with the sales & service delivery teams in order to ensure customer satisfaction through the customer journey.
- Create and contribute to ‘Thought Leadership’ content and proactively seek opportunities to educate across the business on industry knowledge and customer best practice.
**Qualifications and Experience**:
- Bachelor’s degree (or higher) in Business Management, Engineering, Geoscience is desirable
- Direct Customer management experience (within last 3 years)
- Knowledge of systems such CRM, PBI, MS office, Mural
- Desirable experience: (Business acumen) sales, commercial and marketing (Including Services)
- Skills: handling customer inquiries, resolving issues, maintaining positive relationships is crucial as CSM/Management skills/marketing strategies/handling renewals
- Languages: English
- Certified as Customer Success Manager or as Sales and Commercial (Account Manager, Sales Lead)
**Benefits**:
- Permanent employment
- Gold Tier Private Health Cover
- Comprehensive Life, TPD & Income Protection Insurances
- Wellness Benefits
- Employment Assistance Program
- Discounted Stock Purchase Program
- Attractive compensation package
Applications are open from **14-Feb-2024** to **13-Mar-2024**.
Only successful applicants that meet the above criteria will be contacted.
SLB is an equal opportunity employer. Qualified applicants are considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or veteran status.
We are committed to providing employment opportunities for Aboriginal and Torres Strait Islander people.
**Salary**: From $161,755.00 per year
**Benefits**:
- Health insurance
Work Authorisation:
- Australia (required)
Ability to Commute:
- Perth, WA (preferred)
Ability to Relocate:
- Perth, WA: Relocate before starting work (preferred)
Work Location: In person
