The Manager - Client Success and Retention is responsible for designing and implementing scalable systems, processes, and tools that enable the Operations team to deliver exceptional customer experiences. This role bridges the gap between strategic customer success initiatives and operational execution, ensuring that clients benefit from seamless support and value delivery. The Manager will need to leverage operational expertise, their customer-focused mindset, and experience in framework development for oilfield services.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Operational Framework Development:
Design and implement a scalable framework to standardize processes for customer onboarding, support, and success delivery.
Establish workflows and playbooks for Operations teams to effectively support clients and address their needs.
Ensure the framework is aligned with company objectives and tailored to meet the unique challenges of oilfield chemical operations.
Process Optimization:
Identify and eliminate inefficiencies in current client-facing operational processes.
Collaborate with Operations and Technical teams to streamline service delivery and problem resolution.
Implement continuous improvement practices to enhance customer support infrastructure.
Tool and System Implementation:
Select and deploy tools (e.g., CRM, ticketing systems, and success platforms) that enable Operations teams to track and manage customer interactions effectively.
Provide training and support to ensure tools are utilized optimally by team members.
Customer-Centric Collaboration:
Act as a liaison between the Operations team and other departments (R&D, F&A, Technical Engineering) to align on customer-focused initiatives.
Gather insights from the field to inform improvements in chemical solutions and service delivery.
Support client communication strategies to ensure transparency and alignment with customer goals.
Metrics and Reporting:
Define and monitor key performance indicators (KPIs) related to customer satisfaction, operational efficiency, and success outcomes.
Develop reporting frameworks to track progress and provide actionable insights to leadership.
Use data to refine processes and improve client support infrastructure.
Team Enablement:
Train and mentor Operations team members on frameworks, tools, and best practices for supporting clients.
Foster a culture of proactive problem-solving and continuous learning within the Operations team.
Provide guidance on handling complex client interactions and escalations.
Program Ownership:
Lead initiatives to enhance client support, such as technical training programs, process audits, and client feedback loops.
Ensure operational readiness for new product launches and service updates.
Drive alignment between operational capabilities and client expectations.
REQUIRED EDUCATION, QUALIFICATION, AND EXPERIENCE
Bachelor's degree in Business Administration, Operations Management, Communications, or a relevant science field.
8 or more years of client support, operations, or equivalent client focused experience.
Knowledge and experience in oilfield chemicals technology.
REQUIRED SKILLS & ABILITIES
Exceptional organizational and project management abilities.
Adaptable interpersonal and communication skills.
Proficiency with operational tools such as CRM platforms and analytics dashboards.
Strong analytical thinking and problem-solving capability
Capable team player
Proficiency with standard Microsoft Office products.
Self-motivated, self-directed, and results-oriented with a bias for action.
Excellent written and verbal communication skills.
PRE-EMPLOYMENT REQUIREMENTS
Must complete and pass all required pre-employment screenings.
This description reflects management's assignment of essential functions; it does not exclude or restrict the tasks that may be assigned or re-assigned. This job description is subject to change at any time.
