Build strong, long-term relationships with customers by staying in constant communication and efficiently resolving issues with alternate solutions tailored to individual needs.
Serve as a product, company and industry ambassador, keen on educating customers on the capabilities of our solutions.
Create an optimized & data-led model of the customer journey (plan for every customer), then make sure all internal stakeholders are aligned.
Collaborate with sales and marketing to create and optimize the upsell and cross-sell strategies.
Conduct weekly, quarterly and annual customer business reviews to ensure customers optimize our product/service, issues are resolved proactively and customer goals are met.
Evaluate risk management for each customer and proactively evade dissatisfaction or lost business and ultimately drive retention throughout customer life cycle.
Provide insight and relay the voice of customer with internal teams, including Sales, Marketing, Product, Technical Support, Operations, Finance and Engineering.

Relevant experience in Aftermarket Services.
Degree in IT/engineering
MBA or postgraduate qualifications in a related discipline are desirable.
Customer Industry business driver knowledge that enables customer value discussions in our major industries of Oil Refining, O&G, LNG, Chemicals and Mining/Mineral Processing
Good understanding of regional customers
culture and dynamics.
Ability to influence by leadership.
Excellent customer interaction skills – the ability to interact with customers, manage their expectations and build long term relationships.

Senior Customer Support Manager

Key skills