Customer Success Manager - 24178P

DescriptionCustomer Success ManagerWhy YOU want this positionEnverus is the leading energy SaaS company delivering highly technical insights and predictive/prescriptive analytics that empower customers to make decisions that increase profit. Enverus’ innovative technologies drive production and investment strategies, enable best practices for energy and commodity trading and risk management, and reduce costs through automated processes across critical business functions. Enverus is a strategic partner to more than 6,000 customers in 50 countries.The Customer Success Manager will champion the customer throughout the engagement lifecycle, enabling them to get best value from Enverus' software and solutions. This role is focused on customer retention and driving our Net Promoter Score to a world-class level. This individual will ensure that by using technology solutions, our Account Managers are focused on the right activities to deliver the value that our solutions bring.Ready to roll up your sleeves, learn something new every single day, and build a world-class Customer Success team? Then this role is for you!The CSM is a catalyst to Enverus' operational and strategic priorities through the effective measurement, subjective analysis, and reporting of customer health and value. The ability to be persuasive in written and verbal communication is vital. Drafting problem statements and offering insight into addressing those problems is central to the role. Proactive organization and follow-up with individuals accountable for problem resolution is expected, as is escalation to senior management when expected service levels are not delivered. Knowing how and who to engage to block and tackle specific and programmatic issues is essential to performance. Relationship building across all tiers of the company and the customer’s team is required.Primary ResponsibilitiesBuild strong, trusted, and influential relationships with strategic customers, sales, and the organization.Extensive Project Management and Change Management experience with sales processes.Obtain a thorough understanding of the value that drives assigned customer decisions for using Enverus products and services.Proactively offer appropriately tailored advice and bring unique industry insights to the customer and/or sales driving value propositions.Provide feedback to customers to streamline service and product delivery.Engage in ongoing, two-way dialogue with customers regarding ways to improve engagement and use of our product and services.Develop strong and trusted relationships within leadership to ensure clear communication of customer-required value of all the services and products Enverus is providing and/or can provide in the future.Experience in uncovering growth opportunities through extensive understanding of customer needs and where we can further strengthen the partnership.Responsible for day-to-day management and execution of Customer Success programs: the objectives and goals required to achieve metric improvements.Responsible for creating and delivering scorecard analysis and ROI to C-Suite and Executive Leadership on a bi-annual basis.Establish synergistic relationships with representatives to promote partnership in evaluating and presenting product/service portfolio expansion with customers.Proven results in delivering/exceeding goals on time, with attention to detail.Experience managing and prioritizing multiple customer requests in a fast-paced environment, including timeline scoping and effective re-prioritization.Demonstrated strong aptitude in correlating improvements with customer health and NPS satisfaction results.Relationship Management: Aptitude to build strong relationships and bonds with management, director, and executive-level client base. Experience effectively setting and managing customer expectations.Demonstrate a strong humility trait to establish the customer’s issues and perspective as more important than self or that of Enverus.Demonstrate values that align with helping others to improve performance through hands-on assistance, teaching, and leadership.Utilize highly developed negotiation skills with the ability to influence product portfolio growth and expand market capture.

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