Customer Success Manager

ETAP empowers customers to make informed decisions throughout the life cycle of their projects with innovative software solutions for electrical systems. By applying ETAP solutions, customers experience continuous intelligence during design and engineering and into operations and maintenance using a unified electrical digital twin platform. ETAP supports customers in their digital transformation and sustainable energy transitions for a green and smart future, helping them to prioritize safety, maximize reliability, and stay resilient.

Our employees passion for excellence, innovation, and customer satisfaction is our most-prized resource. If you share that passion — and want to be part of a company that leads the energy transition towards a cleaner and more resilient world for future generations — we invite you to join us!

ETAP is committed to creating a diverse work environment and is proud to be an Equal Opportunity Employer.

Job Title: Customer Success Manager

Location: Dahran, Saudi Arabia

Employment type: Full-time, Hybrid

The Job

Reporting to the Head of Customer Success Management, the Customer Success Manager is responsible for establishing strong relationships with his portfolio of customers, ensuring high levels of customer satisfaction and recognition of ROI, leading to strong renewals and growth opportunities. Throughout our customer journey, we aim to deliver a best-in-class customer experience, and the Customer Success Manager is the steward of this journey. Her/His mission is to ensure customers achieve success using our solutions.

Responsibilities

• Build relationships with assigned customers, help them with issues, and continually delight them with a positive, customer-centric attitude.
• Engage with customers to understand how they work and ensure they are leveraging our solutions effectively.
• Understand the motivation, business drivers, strategic goals and desired business outcomes for his portfolio of large customers.
• Craft joint customer success plans that include agreed upon scope, shared metrics, user engagement, adoption plans, timelines, communication.
• Work closely with Sales, Technical Support, Training and other Technical teams to ensure a best-in-class customer experience and take care of any customer issues.
• Be a customer advocate while capturing customer feedback and reporting requests to Product Management
• Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and
• account growth through increased product adoption and increased usage
• Evaluate risk management for each customer and proactively evade dissatisfaction or lost business and ultimately drive retention throughout customer life cycle.
• Drive the Customer Success playbook for High Touch Segment.
• Facilitate Executive Business Reviews with decision makers and our executive sponsor, where we celebrate shared successes, and make adjustments where necessary.
  
  

• Bachelor / Master: initial training in electrical engineering & training in business / marketing
• Fluent in English (written and oral)
• Minimum 5 years’ experience in electrical engineering in a customer-facing role, such as Customer Success, Customer Support or Sales Management
• Knowledge of electrical design software a plus
• Confident, high energy, self-motivated
• Experience working with senior and executive level customer contacts
• Owner mindset, with an ability and inclination to be hands on in all aspects of the role
• Leadership to mobilize different stakeholders, drive cross-functional activities, create and maintain momentum
• Proven experience in project management
• Proven experience in software or digital transformation
• Team player with international exposure
• Excellent communication skills