Senior Customer Success Manager

3 weeks ago

Doha, Qatar Baker Hughes Full time

**Do you enjoy being part of team that provides high-quality engineering for our customers?**

**Do you enjoy being a part of a successful team?**

**Join our Team**

Industry Energy technology (IET) part of Baker Hughes Company operates across 120 countries and serves the entire energy value-chain and industrial sector. We hold an extensive portfolio of rotating equipment, process flow, transmission technology and lifecycle services. Our mechanical Engineering Team uses cutting-edge technology to design gas and steam turbines, compressors and expanders.

**Partner with the best**

In this role you will be responsible for developing a positive customer experience and act as a bridge between the execution and commercial teams.

**As a Customer Success Manager, you will be responsible for**:

- Representing the single point of contact for customer's success mandate on the Digital Workstream.
- Provides the two-way communications medium between customer & Baker Hughes Leadership and supports Baker Hughes execution team to bring the best of Baker Hughes towards achieving customer's success
- Supporting customer in the transition from sales prospects to the active users of the digital products, bridging the gap between sales and customer support
- Leading the project startup, setting the ground for success, evaluating, analyzing and prioritizing customer's needs and goals against the delivery timeline
- Fostering a customer-centric team environment: is in close contact with customer and Baker Hughes Execution team to ensure that the scope stated in the agreement and additional scope (that is mentioned in the scope or even out of scope items) are channeled in a way that drives customer's timelines and operating plans.
- Coordinating across the different lines of delivery to make sure customer's experiences a holistic and integrated solution. Feedbacks into product managers and stakeholders potential gaps and ensures these are resolved before impacting the solution.
- Ensuring customers get fast time-to-value: sits side by side with the customer across all the moment of the development and adoption of the solution, to ensure customer's extracts maximum value and continues successfully to use the solution, avoiding the risk for the customer to lose interest and discontinue our services.
- Keeping client engaged and regularly uses the digital solution with the customer, eventually supports the creation of additional streams of customer training complementing the solution and making it actionable to the customer’s personnel.
- Making sure the fundamental performance KPIs being monitored by customer leadership are met and delivered as planned.
- Keeping a “high-level view” of the entire support process, resolve customer issues before they happen. Proactively looks out for customer's business, suggesting new and innovative ways to keep them succeeding with Baker Hughes’ products.
- Understanding the customer value chain intimately conducive to representing the “voice of customer” in product development, service delivery, and product strategy at Baker Hughes.
- Detecting and recognizing customer stakeholders’ organizational motivations, personal motivations, and barriers to digital transformation. Be a catalyst for change to overcome barrier to business growth both within Baker Hughes and the customer.
- Providing expert advice and thought leadership on innovative approaches to problem solving. Impart strategic advice to the customer on innovative techniques, best practice, and opportunities for digital transformation.
- Having accountability for the creation and iteration of the customer value charter and the tracking of value realization during implementation.

**To be successful in this role you will**:

- Have a bachelor's degree in Engineering from an accredited university or college.
- Have 10+ years’ experience in the Oil & Gas services world.
- Have a minimum of 4-5 years of experience in reliability.
- Be competent with regards to digitalization concepts and the introduction of digital tools into maintenance and operations scenarios.
- Have demonstrated ability to navigate between the business and technical domains of a digital transformation initiative or project, providing leadership in both.

**Desired Characteristics**
- Have Fertilizer operational plant experience/knowledge.
- Have strong oral and written communication skills.
- Have strong interpersonal and leadership skills.
- Have ability to lead programs / projects with established project management skills.
- Have ability to document, plan, market, and execute programs.

**Work in a way that works for you**

We recognize that everyone is different and that the way in which people want to work and deliver at their best is different for everyone too. In this role, we can offer the following flexible working patterns:

- Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you ar

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