Senior Client Success Manager

Key Responsibilities

• Serve as primary post-sale point of contact for a portfolio of flagship accounts to develop strong customer advocates and become a trusted advisor to our clients.
• Manage and nurture relationships with our key users, ensuring their success and satisfaction.
• Jointly define success criteria with clients by understanding their business challenges to best manage product adoption.
• Work with Account Managers to create and execute Engagement Plans that set the vision for onboarding, strategic adoption, and retention to align with the business needs and goals of the clients.
• Serve as primary point of contact with regional Customer Success Managers to drive engagement and coordinate strategic objectives of Engagement Plan globally.
• Utilize data and analytics to monitor client engagement, product adoption, and key performance metrics to drive strategic decisions.
• Develop an understanding of Rystad Energy products and services to proactively increase clients' adoption and expansion.
• Provide new client onboarding, including delivering engaging, customized product demos based on clients' requirements.
• Provide personalized onboarding/training and support to key clients to help them derive maximum value from our solutions.
• Encourage key clients to become advocates, providing testimonials, referrals, and case studies.
• Discover opportunities for additional products and services.
• Collaborate with internal cross-functional teams to ensure clients' technical/analytical needs are resolved in a timely manner.
• Partner with Key Account Managers to provide insights on client health with a focus on adoption, growth, and retention.
• Provide client feedback to internal teams, including Product Managers and Product Portfolio Team
• Act as the escalation point for any critical issues or concerns and work closely with cross-functional teams to resolve them.
• Participate in industry and networking events to grow the Rystad Energy brand.
• Maintain and leverage all client data and interaction records using internal sales tools (eg. CRM system).
• Contribute to the wider vision and strategy of the Client Success team.

Requirements

• Bachelor's degree in a relevant field (energy, business, marketing, engineering, etc) required.
• 3-5 years of demonstrated experience as a Customer Success Manager in a SaaS or DaaS company, with a strong focus on managing key/global accounts.
• Experience in the energy sector is strongly preferred.
• Proven track record of managing and growing key client accounts.
• Experience in growing client satisfaction, adoption, and retention.
• Experience working with database products or SaaS is an advantage.
• Understanding of energy market intelligence and its value proposition.
• Experience in teams with multiple stakeholders.
• Ability to prioritize and multitask, excellent organizational skills.
• Strong communication and interpersonal skills, with the ability to communicate at both operational and executive levels.
• Analytical mindset, with excellent problem-solving and critical thinking abilities.
• Strong project management skills, able to handle multiple client accounts simultaneously.
• Microsoft Office skills (Word, Excel, and PowerPoint).
• Familiarity with data feeds, SQL, or AI-enabled tools is preferred.
• Experience with market intelligence platforms required (ie: PowerBI, Tableau, Spotfire, etc).
• Must be authorized to work in the US.