Customer Success Specialist

Aize

🥒A bit about us…

Aize was founded with a vision to fundamentally change how capital projects and operations are performed. Developed by and for domain experts, Aize allows users to search, visualise, navigate and collaborate on assets digitally. The company is building on 30 years of software experience and 180 years of industrial heritage as part of the Norwegian Aker group, contributing directly to the global energy transition today. Aize is based in Norway, the UK and the U.S.

Our rare company structure and history uniquely position us for strength and agility. We are large and small. We are old and new. We are privately funded while backed by a publicly traded company.

The world is changing. Our clients make better decisions faster to drastically change the way they harvest, produce, use and reuse the natural resources of our planet. Incremental change is no longer enough. Aize enables a fundamental transformation so our clients can think, act, and see their business differently.

🚧 What you will be doing…

You will join our international Customer Success team as a dual-role resource, working across Customer Success and Customer Support to ensure client satisfaction. The long-term goal for this role is to move fully to the Customer Success side, however, we currently need additional capacity on the Support side to assist our existing Support Specialist. We believe this responsibility split will give you unique insight into the product, and later enable you to more effecitvely build relationships with our clients.

We’re looking for someone who can help us solve traditional Oil & Gas and New Energy challenges, striving to understand the customer’s business and values. As our Customer Success/Support Specialist, you will be responsible for realizing the value of our products.

🔍How will you be doing this…

Disclaimer: This is a fully remote position with dual role responsibilities for customer success and customer support. This role will require occasional travel to client locations (~25– 50 days per year, depending on customer needs) and working outside of your timezone.

Customer Support responsibilities:

Cover for our existing Customer Support Specialist in case of vacation or sick leave

Utilise our ticketing system (Zendesk) to pick up incoming tickets from customers, triage and follow troubleshooting procedures

Join our on-call customer support rotation structure together with international teammates once you get up to speed

Customer Success responsibilities:

Be the customers’ voice and spokesperson; advocate customer needs and issues internally and collaborate with the development teams

Work closely with Customer Engineering and Product to deliver, train and onboard end-users (at times onsite)

Occasionally travel onsite to assist and build relationships with clients

Set success plan and metrics with the customer to ensure our ability to report TTV and ROI to key stakeholders on the customer side

Analyze data points to proactively manage the usage, using a variety of CRM tools

🤝Team

You will complement an already diverse, international team; however, you’ll also be one of our first hires within the United States!

You will report to our Norway-based Director of Customer Success but your variety of tasks will lead you to collaborate with our Customer Success, Customer Support, Customer Engineering and Product teams.

👋 Who we think you are

Proven track record in leading customer engagements with business clients (B2B) as a Customer Success Specialist ideally within a SaaS B2B company (we expect candidates with over 5 years of experience to match our needs best, as you should be able to work autonomously)

Domain experience within oil, gas, and/or new energy

Willingness to fill L1 customer support responsibilities (past experience with technical customer support will be a plus but it’s not necessary – we can teach you everything)

Experience using tools like Hubspot, Mixpanel, Zendesk, Gainsight

Confidence when interfacing with stakeholders of all levels

Strong writing, presentation, and communication skills in English

Like to get things done and enjoy a level of autonomy but at the same time aren’t afraid to ask for help or provide it to others

Able to travel ~25 – 50 days per year, depending on client needs and our growth in the region.

Ideally, you’re located within the CST or EST timezone, as most of your team members will be based in Europe and early morning meetings will be required.

💰We offer:

Money

Fully remote position with occasional travel

Medical insurance (covered 80%, choice of adding coverage for your family)

Ancillary insurance (covered 100%)

401k plan

20 vacation days + 10 national holidays

Broadband coverage

Scandinavian work culture based on work-life balance, trust and ownership

Broad learning from various clients, use cases, and industry challenges.

Lots of things you can learn through our skilled team members.

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