What are the responsibilities and job description for the Customer Success Manager position at DNV?
About Us
We are the independent expert in assurance and risk management. Driven by our purpose, to safeguard life, property, and the environment, we empower our customers and their stakeholders with facts and reliable insights so that critical decisions can be made with confidence.
As a trusted voice for many of the world’s most successful organizations, we use our knowledge to advance safety and performance, set industry benchmarks, and inspire and invent solutions to tackle global transformations.
About Energy Systems
We help customers navigate the complex transition to a decarbonized and more sustainable energy future. We do this by assuring that energy systems work safely and effectively, using solutions that are increasingly digital. We also help industries and governments to navigate the many complex, interrelated transitions taking place globally and regionally, in the energy industry.
About The Role
DNV is seeking a Customer Success Manager to join their solar data products team.
Accurate and reliable weather data is a crucial part of the energy transition, supporting decisions from design and financing through to integration and operation. You will be part of a global team providing high quality weather data products and services asset managers & developers, product managers, ISOs/DSOs, governments, and more. The solar data product team is at the cutting edge of DNV’ s digital offering and is a fast-growing business unit, making this an exciting environment to develop in. There are significant personal growth opportunities in this team within DNV, as the company is focused on growing its digital footprint in renewables and more broadly. This means that there is also a wide range of opportunities for learning and growth in any relevant field, with the full support of DNV’ s dedicated career tracks.
This position will report to the Head of Customer Success and be based at our North America office in Austin, TX, following our hybrid work model.
What You’ll Do
DNV is committed to ensuring equal employment opportunity, including providing reasonable accommodations to individuals with disabilities. US applicants with a physical or mental disability who require reasonable accommodation for any part of the application or hiring process may contact the North America Recruitment Department (hrrecruitment.northamerica@dnv.com). Information received relating to accommodation will be addressed confidentially.
For more information
https://www.eeoc.gov/know-your-rights-workplace-discrimination-illegal
About You
What Is Required
We are the independent expert in assurance and risk management. Driven by our purpose, to safeguard life, property, and the environment, we empower our customers and their stakeholders with facts and reliable insights so that critical decisions can be made with confidence.
As a trusted voice for many of the world’s most successful organizations, we use our knowledge to advance safety and performance, set industry benchmarks, and inspire and invent solutions to tackle global transformations.
About Energy Systems
We help customers navigate the complex transition to a decarbonized and more sustainable energy future. We do this by assuring that energy systems work safely and effectively, using solutions that are increasingly digital. We also help industries and governments to navigate the many complex, interrelated transitions taking place globally and regionally, in the energy industry.
About The Role
DNV is seeking a Customer Success Manager to join their solar data products team.
Accurate and reliable weather data is a crucial part of the energy transition, supporting decisions from design and financing through to integration and operation. You will be part of a global team providing high quality weather data products and services asset managers & developers, product managers, ISOs/DSOs, governments, and more. The solar data product team is at the cutting edge of DNV’ s digital offering and is a fast-growing business unit, making this an exciting environment to develop in. There are significant personal growth opportunities in this team within DNV, as the company is focused on growing its digital footprint in renewables and more broadly. This means that there is also a wide range of opportunities for learning and growth in any relevant field, with the full support of DNV’ s dedicated career tracks.
This position will report to the Head of Customer Success and be based at our North America office in Austin, TX, following our hybrid work model.
What You’ll Do
- Quarterback the customer experience by serving as the main point of contact for customers, ensuring they receive exceptional service and support from our teams
- Develop and implement onboarding processes to help customers effectively utilize digital renewable energy data products
- Monitor customer engagement and product usage, identifying opportunities to enhance the customer experience
- Conduct regular check-ins with customers to review their progress, gather feedback, and address any concerns
- Collaborate with sales and product teams to identify opportunities for upselling and cross-selling
- Provide training and support to customers, ensuring they fully understand the features and benefits of our products
- Act as an advocate for customers, representing their needs and feedback within the organization
- Develop strategies to increase customer retention, ensuring long-term partnerships and repeat business
- Analyze customer data to identify trends, insights, and opportunities for improving product usage and satisfaction
- Create reports and presentations to communicate customer success metrics to internal stakeholders
- Develop understanding of all products within Renewable energy data team
- Understand and develop workflows within CS function
- Develop Customer facing documents
- Generous paid time off (vacation, sick days, company holidays, personal days)
- Multiple Medical and Dental benefit plans to choose from, Vision benefits
- Spending accounts – FSA, Dependent Care, Commuter Benefits, company-seeded HSA
- Employer-paid, therapist-led, virtual care services through Talkspace
- 401(k) with company match
- Company provided life insurance, short-term, and long-term disability benefits
- Education reimbursement program
- Flexible work schedule with hybrid opportunities
- Charitable Matched Giving and Volunteer Rewards through our Impact Program
- Volunteer time off (VTO) paid by the company
- Career advancement opportunities
- Benefits vary based on position, tenure, location, and employee election**
DNV is committed to ensuring equal employment opportunity, including providing reasonable accommodations to individuals with disabilities. US applicants with a physical or mental disability who require reasonable accommodation for any part of the application or hiring process may contact the North America Recruitment Department (hrrecruitment.northamerica@dnv.com). Information received relating to accommodation will be addressed confidentially.
For more information
https://www.eeoc.gov/know-your-rights-workplace-discrimination-illegal
About You
What Is Required
- Bachelor's degree (or equivalent experience)
- At least 4 years’ experience in a customer success or account management role, ideally with experience in at least 2 different teams
- Experience in energy and/or renewables teams, OR APIs/SaaS teams
- Experience with CRM systems (Salesforce, Churnzero, Zendesk, etc.)
- Strong written and verbal English communication skills
- We conduct pre-employment drug and background screening
- Curious about our customers and the problems they face, and enjoys working with our customers to solve them
- Builds and maintains strong, trusting relationships with customers, ensuring long-term satisfaction and retention
- Communicates effectively, providing clear guidance and support to customers and internal teams
- Demonstrates empathy and understanding, responding to customer needs promptly and professionally
- Takes a proactive approach to problem-solving, identifying issues before they escalate
- Collaborates closely with sales and product teams to deliver a seamless customer experience
- Shows adaptability, adjusting to changing customer needs and industry trends
- Displays a strong commitment to continuous improvement, always seeking ways to enhance the customer journey
- Immigration-related employment benefits, for example visa sponsorship, are not available for this position*
