CUSTOMER SUCCESS MANAGER

A leading oil & gas entity seeks to hire a ''Customer Success Manager - oil & gas cloud solutions'' for Dubai location. Potential candidates must fulfil the below KRA's to be eligible for the role.

Business Process Analysis

Outcomes: 

• Deep understanding on core Business Unit’s processes in delivering day to day inventory operation to customer.
• Ability to provide tangible recommendation in the continuous improvement space for functionality related to oil & gas drilling services and offerings to Business Unit stakeholders.
• Business stakeholders’ expectation are met and well managed.

Achieved by

• Build a strategy from the ground-up - working confidently with ambiguity, and resourceful in building relationships cross-business to find answers as needed. Systematic thinker that is process oriented but agile in execution.
• End to end in-depth understanding on business unit processes in managing inventory through the supply chain process and Total Tubular Management (TTM)-OCTG
• Well-developed analytical capabilities, identifying trends and insights through the interrogation of large data sets and complex information obtained.
• Engage and consult with business stakeholders for analysis of business requirements, functional requirements, and business change impacts pertaining to BU customisation.
• Effective communicate with stakeholders at all seniority levels.
• Work with Product Owner, business stakeholders, customers, and 3rd party vendor from inception to final delivery to continuously deliver digital solution.
• Work with Manager / Product Owner to incorporate business unit requirements into core product strategy and roadmap initiatives.
• Perform or facilitate UAT activities in order to accept delivered work on behalf of BU users (whenever needed) prior to a solution release to production.
• An excellent communicator with the ability to translate data into actionable insights.
• Work directly with customers (internal/external) by managing and responding to user queries and suggestions in timely manner.
• A forward thinker with a strong desire to always take the initiative to identify, analyse and improve processes, procedures and practices to meet changing environments.
• Periodically gather tangible feedback from internal and external customers to further improve quality of delivery and enhancing future capability.

 Project Management 

Outcomes

• On time and on budget delivery for Business Unit specific enhancements and projects.
• Communication is delivered to a high standard and in timely manner.
• Feedback from stakeholders on communication and effectiveness is positive.

Achieved by

• Plan and manage time, cost and project resources efficiently to achieve delivery and effectively manage risk during project execution.
• Excellent communication and writing skills for ongoing project status reporting in timely manner.
• Create and maintain project documentations in timely manner.
• Work closely with development team by tracking and driving the work packages to be done, ensuring solutions are delivered in a timely and cost-effective manner for BU specific customisation.
• Work with Marketing and Innovation Manager to:
• Conduct research to analyse market trends, customer behaviour, and competitive landscape, and prepare reports by collecting, analysing, and summarising data.
• Periodically gather tangible feedback from internal and external customers to further improve quality of delivery and enhancing future capability.
• Align and improve the current marketing and communication plan based on the ongoing market research and sensing result
• Create regular and timely release of communication on initiatives, product release and future capability to all internal and external customers.

Coaching and Presentation

Outcomes

• Business Unit users are competence in using systems to its fullest capability.
• Business Unit users are able to use systems to deliver the best optimal business outcome.
• External customers are well aware of MI digital capability and its value proposition.

Achieved by

• Provide ongoing coaching and guidance in building business users competency in using systems to its intended purpose / fullest capability.
• Deliver periodical presentation and awareness session at company wide level, in promoting products and services.
• Create suitable material to assist and coach end users in using the system the most effective way to meet the business outcome.
• Alongside with Marketing and Innovation Manager / Business Unit team, deliver presentation and awareness on MI digital capability to potential external customers as required, to gain buy-in for future business opportunities.
• Periodically check and evaluate BU users’ competency in using products the most effective way. Formulate and implement action plan to mitigate to gap identified.

Operations Escalation

Outcomes

• Business Units are satisfied with operation support.
• Timely incident resolution to avoid major incident outage in Business Unit operation.

Achieved by

• Follow through on all Business Unit escalation.
• Provide timely status reporting for ongoing issue until resolution to business stakeholders and Manager.
• Thorough documentation on all escalations raised and handled. This will be the artefact reference for internal team to drive operation improvement initiative.
• Track and analyse incident / problem trending report with Support Manager. Whenever required, formulate key sustainable initiative to implement a permanent fix, this is to avoid future escalation from happening again.