Customer Success Manager (18-month contract)

s role helps customers spend less on unplanned repairs, maximize uptime, and get more value out of every asset. Unlock the true value of Vivo Energy’s Continuous Equipment Monitoring (VE-CEM), Oil Condition Monitoring (VE-OCM), Vivo Performance Management (VE-VPM) and all other Customer Value Propositions (CVPs). Ultimately growing Vivo Energy to be the leader in B2B & Mining by creating Delivered Value Records (DVRs agreed and approved by the customers) based on the offers. As such the role should generate a significant positive differentiation in Pricing vs competition, enabling us to win majority of tenders in line with our market share aspirations.

Specifically the role should:

•         Deployment and development of all Vivo Energy condition monitoring solutions dependent on business needs and customer requirements. By combining advanced telematics, thermography, oil analysis, vibration, and other predictive maintenance insights.

•         Support pilots from beginning to end - by installing CEM devices, training rollout, unlocking customer value and closure. Acting as the Customer Success Manager during the pilot phase until sign-up.

•         Initiate Reliability-Centered Maintenance (RCM) Studies by following Root Cause Analysis (RCA) failure modes and effects to determine optimal maintenance strategies.

•         Build an accurate database of equipment life cycle costing, and component life information for all fleets and assets.

•         Benchmarking of the fleet component life with the competition and comparable lubricants and driving continuous improvement initiatives to extend components lives beyond current norms.

•         Identify and report deviations, develop and implement mitigating actions to ensure financial performance is maintained in VE-CEM and VE-OCM.

•         Provide assistance and feedback to customers related to fleet performance and life cycles.

•         Lead the B2B/Mining CVP development, starting with but not limited to the VIP/TCO development and integration of all elements under the Vivo Performance Manager.

•         Based on the Insights; develop solutions that VE can afford to field; and customers are willing to give testimonials on.

•         The appointee shall, in the spirit of continuous improvement work with our partners to keep a database of customers’ equipment test results and asset performance.

•         Furthermore, support the project developments of;

a. Life Cycle Analysis

b. Integration of OCM into CEM

c. And future lubes projects/initiatives

Principal Accountabilities:

• Deployment and development of all Vivo Energy condition monitoring solutions

• Train all Operating Units to build own Capacity and Capability to further deploy and manage solutions

• Build and maintain accurate database of component life information for all fleets and assets

• Benchmarking of asset component life with comparable lubricants and driving continuous improvement initiatives

• Provide assistance and feedback to customers related to fleet performance and life cycles

• Monitor and review effectiveness of CVPc, including data integrity

• Drive interventions to continuously reduce the life cycle cost of components

• Provide ongoing support for Vivo Energy’s Technical community

• Bachelor’s degree or equivalent in engineering (Mechanical/Chemical preferred),or

• Recognised trade with 10 years associated equipment maintenance management experience

• A tertiary qualification in business management will be an added advantage

• 5-8 years in the maintenance and repair field

• 5 years’ experience on customer site or direct supporting role

• 5 years’ equipment management experience (mobile fleets) in a direct or support role

• Proficient in MS Office (especially Excel) and computerised maintenance management systems

• Strong analytical thinking, sound judgement, and effective decision-making

• Excellent communication, networking, influencing, and negotiation skills

• Results-driven with strong initiative, energy, and business/commercial acumen

• Skilled in maintenance and repair management, project execution, change management, and people development