Technical Customer Success Manager

Are you passionate about building relationships and ensuring customer success?

Are you a Reliability Engineer who would like to be at the center of innovative, cutting-edge solutions?

Join our Baker Hughes Team!

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.

Fuel your passion

To be successful in this role you will:

• 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.

Preferred candidates will have strong Spanish and Portuguese language skills.

As part of our commitment to the health & safety of our employees, customers, and the communities in which we operate, this role requires full vaccination for COVID-19 prior to beginning work.

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 you work in the day

Working with us

Our people are at the heart of what we do at Baker Hughes. We know we are better when all our people are developed, engaged and able to bring their whole authentic selves to work. We invest in the health and well-being of our workforce, train and reward talent and develop leaders at all levels to bring out the best in each other.

Working for you

Our inventions have revolutionized energy for over a century. But to keep going forward tomorrow, we know we must push the boundaries today. We prioritize rewarding those who embrace change with a package that reflects how much we value their input.  Join us, and you can expect:

• Contemporary work-life balance policies and wellbeing activities

• Comprehensive private medical care options

• Safety net of life insurance and disability programs

• Tailored financial programs

• The Baker Hughes internal title for this role is: Sales Advisor

• Sales Enabler