Responsibilities

Octave is seeking a Customer Success Advisor. This is a remote position to support our customers in Americas, EMIA or APAC regions. In this role, you will help drive ongoing business value and outcomes for the customer leveraging automation and strategic engagements for a seamless, successful experience resulting in customer satisfaction, retention, and growth.

You will…

• Ensure customer satisfaction, success, and retention for a portfolio of existing and new customers.
• Use data and analytics to measure and monitor customer usage, health and engagement and proactively reach out to customers with relevant solutions and response strategies eg training programs, adoption best practices etc
• Manage and coordinate the new customer Onboarding, specifically for cloud customers. Work effectively with the various teams including Sales, Pre Sales, Regional and Global Order desk, Cloud operations and services, ensuring timely handoffs, resulting in quick and effective onboarding of new customers.
• Enrich the customer experience through development of standard, professional customer communications, creative digital content such as digital QBR’s, monthly newsletters, onboarding packages.
• Develop and implement automated communication programs/touchpoints across customer journey.
• Provide sales enablement support and promote ongoing business development opportunities.
• Help drive the Voice of Customer program, supplementing with internal surveys to capture holistic feedback on the overall SaaS experience.
• Conduct data-driven analyses to determine prioritization of communication and activities, such as soon to expire or unsupported software versions, reminder emails for important next steps or actions required, helpful resources, etc. along with lessons learned (what went well and areas of improvement).
• Serve as the primary point of contact and escalation point internally and for the customer.
• Be effective in teaming with a broad range of colleagues across the Company.
• Be a creative problem solver for internal processes and the customer.

Education / Qualifications

To be successful you will be…

• Self-motivated and enjoy autonomy.
• People orientated with positive interpersonal skills.
• Confident enough to deal with difficult situations.
• Flexible during times of change.
• Actively addressing problems.
• Applying a good work ethic.
• A strong team player
• Demonstrate patience. Have a calming presence.
• Results and Goals Oriented.
• Ability to ‘read’ customers.

QUALIFICATIONS

• Bachelor's degree in business, marketing, or engineering
• Experience in Customer success, inside sales, marketing or communications
• Strong project management skills and ability to manage multiple priorities in a fast-paced environment.
• Excellent communication and interpersonal skills, with the ability to build strong relationships and influence others.
• Knowledge of engineering, oil and gas industry preferred.
• Proficiency with Microsoft office tools. Experience using CS platform (Gainsight) preferred.
• Advanced English
  
   #LI-KS1 #LI-Remote

About Octave

Octave provides mission-critical software that empowers organizations to make informed decisions across every stage of the asset lifecycle - Design, Build, Operate and Protect - where performance, safety, and reliability are non-negotiable and failure is not an option.

Turning complex operational data into actionable intelligence, Octave connects expertise, real-world conditions and enterprise-scale insight to improve performance, resilience and incident response where it matters most.

Octave has more than 7,000 employees in 45 countries. Learn more at octave.com and follow us on LinkedIn.

Why work for Octave?

All in. Always forward. That's the way we do things around here. We put trust in our people because we believe it's the best way to unleash potential, bring ideas to life, and keep moving ahead. And it's why we're committed to creating an environment that's truly supportive, providing you with the resources you need to support your ambitions, no matter who you are or where you are in the world.

Everyone is welcome

At Octave, we believe that diverse and inclusive teams are critical to the success of our people and our business. Here, everyone is welcome. As an inclusive workplace, we don't discriminate. In fact, we embrace differences and are fully committed to creating equal opportunities, an inclusive environment, and fairness for all. 

Respect is the cornerstone of how we operate, so speak up and be yourself. You're valued here.