Why should you work with DNV?
Because within DNV, organizational culture and how we collectively influence the world for future generations matters deeply to us. Our team works every day to safeguard life, property and the environment and positively impact society; endeavors to achieve our purpose through the success of our customers; and strives to be high-performing and innovative. Our approach reflects the equity, respect, and diversity we wish to see in the world.
DNV Digital Solutions is seeking a Customer Success Manager for the product line QHSE (Quality, Health, Safety and the Environment) who reports into the Product Line Director. In this role you will ensure 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 QHSE product line in DNV Digital Solutions has the overall responsibility of looking after the Synergi Life Software. Synergi Life software empowers organizations with our ESG, QHSE, and Risk Management software, fostering a culture of continuous learning and enabling sustainability and driving operational excellence. We help our customers manage their risks and excel in safety and risk management.
As the Customer Success Manager in QHSE Product Line you will be a key member of the QHSE leadership team. The role oversees a delivery and support team of approximately 60 people, distributed across six global units. This role is a collaborative and global role putting the customer at the heart of everything we do.
What You'll Do:
Customer Success & Retention
- 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 to ensure growing Net Retention Rate y-o-y
- Drive key account management and customer health checks
- Define and maintain our customer success program including defining customer engagement frequency (touch frequency), account owners and requirements
- Drive customer self service
Team Leadership & Resource Management
- Drive global resource utilization, including having sufficient and well qualified staff to onboard, maintain and support customers
- Foster a culture of growth and flexibility. Empower your team members, encouraging their professional development and individual growth
Cross-Functional Collaboration
- Collaborate with Growth Manager for farming/upselling and cross selling opportunities and proper hand over from sales to delivery and from delivery to support
- Support sales activities
- Collaborate with Back Office and Finance for SLA renewal /yoy Saas purchase orders
Product & Technology Enablement
- Provide customers’ needs and feedback to Product Managers for roadmap prioritization and product improvements and help prioritize which customers’ needs will accelerate growth
- Leverage new technologies to enable efficiency in support and training and reducing cost of delivery
- Implement governance from CEO office for technology for tech support, training platforms, customer portals, etc.
Customer Engagement & Enablement
- Responsible for planning and coordinating the global user conferences, webinars and thought leadership events in consultation with Sales and Marcom.
- Create on-demand interactive online self-training, how-to quick guide, improved documentation, FAQ, interactive chat(-bot)
- Professional Growth: Working with industry-leading software of Synergi Life.
- Global Exposure: This role often involves interacting with clients and stakeholders from various industries and regions, providing a broad perspective and understanding of global market trends and needs.
- Networking Opportunities: You'll have the chance to build a strong professional network with experts in the fields of energy, health, transportation and construction.
- Impactful Work: By promoting software that helps in risk assessment, you contribute to safer industrial operations and environmental protection.
- Skill Development: The role can help you develop a wide range of skills, including delivery expertise, technical knowledge, and customer relationship management.
- Career Advancement: Success in a global customer success role can open doors to higher-level positions within the company or industry.
DNV is an Equal Opportunity Employer and gives consideration for employment to qualified applicants without regard to gender, religion, race, national or ethnic origin, cultural background, social group, disability, sexual orientation, gender identity, marital status, age or political opinion. Diversity is fundamental to our culture and we invite you to be part of this diversity.
The key behaviours of the successful candidate:
- Holds a master’s degree in a technical field
- Demonstrates strong leadership capabilities with a proven history of managing and guiding larger teams
- Brings solid technical expertise and a deep understanding of how to drive growth and value in a consultancy-based software business
- Skilled in up-selling and farming within existing accounts
- Possesses robust project management skills, ensuring effective planning, execution, and delivery of customer projects
- Experience with Synergi Life or similar QHSE (Quality, Health, Safety, Environment) software would be an advantage
- Strong written and verbal English communication skills
Personal Qualifications
- You want to make an impact and are ready to go the extra mile to make it happen
- You develop an ambitious, but realistic business vision, and translate it into a workable strategy
- You are naturally solution-oriented and driven by reaching targets and with a commercial mindset
- You are customer centric
- You make an impact, inspire, and convince others in a respectful way, and promote plans and ideas successfully
- Result oriented with high focus on delivery
- Ability to simplify and get things done
- Ability to interact and cooperate across our global organization
- Leadership and influential skills and ability to create followers in the organization
- Strong self-motivation, enthusiasm, and drive – but also ability to work efficiently in a team