RigCLOUD Customer Success Specialist

About the role

Nabors Drilling Solutions is seeking a Senior Customer Success Specialist to join the RigCLOUD team. This senior role involves serving as a trusted advisor and primary point of contact for customers, driving adoption, retention, and expansion of the RigCLOUD platform.

Responsibilities

• Serve as a trusted advisor and primary point of contact for customers, driving adoption, retention, and expansion of the RigCLOUD platform.
• Leverage deep industry knowledge and customer success expertise to proactively identify risks, resolve complex challenges, and deliver measurable value to both field and office stakeholders.
• Build strong customer relationships by understanding their needs and workflows, delivering value, and proactively supporting them in optimizing their use of RigCLOUD.
• Facilitate a smooth onboarding experience to establish a positive tone for the customer journey.
• Ensure swift resolution of customer inquiries, fostering satisfaction and retention.
• Cultivate robust relationships with customers, acting as a dedicated advocate on their behalf.
• Maintain regular communication with customers, keeping them informed about the latest features, updates, and enhancements.
• Deliver effective training and provide educational resources to help customers confidently maximize their use of RigCLOUD.
• Track training progress and analyze customer usage patterns to identify trends and areas for improvement.
• Document detailed meeting notes to ensure clarity and accountability for key discussion points and action items.
• Record customer feedback systematically to drive continuous improvement initiatives.
• Anticipate and address potential challenges to optimize overall customer satisfaction.
• Stay abreast of industry trends, RigCLOUD updates, competitor products and emerging technologies to provide informed guidance.
• Collaborate with the operations team to streamline processes, enhancing overall operational efficiency.
• Serve as a liaison with the development team, ensuring effective communication of upcoming features and capturing customer feedback.
• Produce reports that demonstrate the value delivered to customers and highlight areas for improvement.
• Collaborate closely with the 24/7 support team to ensure prompt resolution of customer inquiries, sharing insights for ongoing improvement.
• Work collaboratively with the sales team, gaining insights into customer needs and contributing to strategic initiatives for upselling and expansion.

Requirements

• 4+ years of oil & gas industry experience, with demonstrated expertise in customer-facing or field operations roles.
• Exceptional communication skills, written and verbal, with the ability to present complex information clearly to executive, technical, and field audiences alike.
• Proven ability to navigate organizational change and adapt strategies in dynamic, fast-paced operational environments.
• Results-oriented with a track record of independently managing complex customer relationships and delivering measurable outcomes.
• Deep knowledge of industry trends, emerging technologies, and oilfield operations, with the ability to serve as a subject matter expert for customers and internal teams.
• Strong analytical and problem-solving skills, with the ability to diagnose complex operational issues and drive resolution across internal and customer teams.
• Demonstrated initiative in identifying process gaps and developing scalable solutions that improve team efficiency and customer outcomes.
• Ability to manage competing priorities and perform effectively under pressure, maintaining professionalism in high-stakes customer situations.
• Commitment to delivering high-quality work with meticulous attention to detail across reporting, documentation, and customer deliverables.
• Strong sense of ownership and accountability, with a demonstrated ability to lead customer engagements from kickoff through long-term retention.
• Advanced knowledge of RigCLOUD capabilities and configuration, with the ability to advise customers on optimization strategies and identify expansion opportunities.

Qualifications

• Advanced degree in Business Administration, Marketing, Communications, or related field preferred.
• Experience with CRM systems and customer relationship management tools.
• Knowledge of rig operations, drilling, and related technologies.
• Experience with project management tools and methodologies.
• Experience with data analysis and reporting tools.

Skills

• Customer service and relationship management skills.
• Technical proficiency with RigCLOUD platform.
• Strategic thinking and planning abilities.
• Project management and time management skills.
• Adaptability and flexibility in a fast-paced environment.

Benefits

• Competitive salary and benefits package.
• Flexible work schedule.
• Professional development opportunities.
• Health and wellness programs.

Pay

• $80,000 - $100,000 annually.

Schedule

• Full-time, 40 hours per week.