Head of Department - Customer Success

DNV-posted 3 months ago
Full-time • Senior
Houston, TX
Professional, Scientific, and Technical Services
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DNV Digital Solutions is seeking a Head of Department - Customer Success who reports into the Product Line Director and ensures that customers achieve their desired outcomes with the products, gets the value from our products as soon as possible, as well as drive customer satisfaction and retention. The scope of work is to provide insights based on customer feedback to inform product improvements. The position will work closely with customers, Growth (Business Development, Key Account Management) and Sales, as well as product management. This role will be working a Hybrid model out of one of our US Offices.

  • Responsible for customer success from successful and timely project implementation to customer training and support - entire customer journey.
  • Responsible for customer onboarding and retention.
  • Closely collaborate with Growth and Sales Team to ensure growing Net Retention Rate y-o-y.
  • Drive key account management and customer health checks.
  • Provide customers' needs and feedback to Product Management for roadmap prioritization and product improvements.
  • Collaborate with Growth Manager for farming/upselling and cross selling opportunities and proper hand over from sales to delivery and from delivery to support.
  • Leverage new technologies to enable efficiency in support and training and reducing cost of delivery.
  • Drive global resource utilization.
  • Enable strong collaboration and proper hand over between delivery and support.
  • Responsible for planning and coordinating the global user conferences, webinars and thought leadership events in consultation with Sales and Marcom.
  • Responsible for defining and maintaining our customer success program including defining customer engagement frequency, account owners and requirements.
  • Drive customer self service.
  • Support sales activities.
  • Implement governance from CEO office for technology for tech support, training platforms, customer portals, etc.
  • Collaborate with Back Office and Finance for SLA renewal.
  • Create on-demand interactive online self training, how-to quick guide, improved documentation, FAQ, interactive chat(-bot).
  • Work with Product Management to get insights into customer usage of software products.
  • Bachelor's Degree ideally with a focus in engineering, energy, or software field.
  • Solid relevant experience in the Electric Grid Market with a proven understanding of the entire customer centricity process; delivery, project management.
  • At least 10 years of consulting management experience.
  • A genuine interest in and documented experience leading through motivating and energizing colleagues and customers; utilizing the strengths of your organization/network in an efficient and respectful manner.
  • Ability to create a collaborative environment and be a solution-oriented part of a regional management team.
  • Ability to quickly understand service offerings in Digital Solutions.
  • Strong written and verbal English communication skills.
  • Broad understanding of the North American Electric Utility market.
  • Existing business network in the U.S. Energy Landscape.
  • Practical Utility experience.
  • Experience with SaaS products and solutions.
  • Generous paid time off (vacation, sick days, company holidays, personal days).
  • Multiple Medical and Dental benefit plans to choose from, Vision benefits.
  • Spending accounts - FSA, Dependent Care, Commuter Benefits, company-seeded HSA.
  • Employer-paid, therapist-led, virtual care services through Talkspace.
  • 401(k) with company match.
  • Company provided life insurance, short-term, and long-term disability benefits.
  • Education reimbursement program.
  • Flexible work schedule with hybrid opportunities.
  • Charitable Matched Giving and Volunteer Rewards through our Impact Program.
  • Volunteer time off (VTO) paid by the company.
  • Career advancement opportunities.
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