Technical Customer Success Manager

Baker Hughes•Albuquerque, NM

About The Position

As the Technical Customer Success Manager, you will establish and enhance our customer relationships to promote the adoption, value realization, retention, and loyalty of our Cordant Software Solutions. As the Technical Customer Success Manager, you will: Provide expertise in sustained customer success and growth in the post-sales customer lifecycle through training, coaching, professional services, technical support, outcome attainment, retention, expansion, and customer advocacy. Undertake the ownership of System 1TM installed base, long-term service engagements, and the digital transformation of our customers across oil and gas, power generation, and industrial markets. Ensure the understanding of the customers' organizational and IT strategies and desired outcomes for their businesses. Liaise with the client to understand technical challenges and work with the technical development team to offer commercially viable solutions to clients. Identify opportunities for client up-sale/side-sale of hardware, software, consulting, and services support across the entire Baker Hughes CordantTM Solutions portfolio. This is an evolving position that will start by addressing value realization for our current System 1TM install base and take them on the journey to transition from on-prem installations to subscription and cloud installations utilizing the Cordant Solutions Suite. As a Customer Success Manager, you will be responsible for: Relationship Management: Build and maintain strong, long-term relationships with key stakeholders. Gather feedback and represent the voice of the customer internally to influence product development. Customer Onboarding: Guide customers through implementation and onboarding to ensure value realization Day 1. Product Adoption: Drive product usage and adoption by educating customers on features and best practices. Issue Resolution: Act as the primary point of contact for customer inquiries and escalate issues when necessary. Account Growth: Identify upsell and cross-sell opportunities in collaboration with the solution architects and sales team. Customer Advocacy: Collaborate with customers on external facing success stories through case studies, webinars, conferences, etc Performance Monitoring: Track customer health metrics, usage data, and proactively address risks. Renewals: Ensure timely contract renewals and maintain high retention rates.

Requirements

Have a bachelor's degree from an accredited university or college (or a high school diploma / GED with several years of experience in Engineering/Technology).
Demonstrate expertise in Asset Management, Reliability, and Maintenance.
Demonstrate experience with System 1TM, similar vibration diagnostic software, or APM solutions.
Demonstrate experience in building strong client relationships and advocating for their success.
Demonstrate problem-solving through solutions development.

Nice To Haves

Preferred candidates will have strong Spanish and Portuguese language skills.

Responsibilities

Build and maintain strong, long-term relationships with key stakeholders
Gather feedback and represent the voice of the customer internally to influence product development
Guide customers through implementation and onboarding to ensure value realization Day 1
Drive product usage and adoption by educating customers on features and best practices
Act as the primary point of contact for customer inquiries and escalate issues when necessary
Identify upsell and cross-sell opportunities in collaboration with the solution architects and sales team
Collaborate with customers on external facing success stories through case studies, webinars, conferences, etc
Track customer health metrics, usage data, and proactively address risks
Ensure timely contract renewals and maintain high retention rates