Customer Success Manager, Capital Management

RigUp is hiring a Customer Success Manager responsible for leading our Capital Management implementations and ongoing client value delivery. As the key client point of contact, you will ensure our solution is set up to meet client needs and ensure a smooth implementation process for clients and their approved vendors. Our ideal candidate for this role will be a detail-oriented professional with a proven track record in project management, client relationship management, and excellent communication. This role will be exempt and will report to the Manager, Client Success.

This is a full-time hybrid position and can be based in Austin, TX, Houston, TX, Midland, TX, or Denver, CO.

Why Join us? Our Customer Success team at RigUp is on a mission to ensure all of our energy clients capture maximum value in using our innovative solutions. We are passionate about creating great experiences for our clients and vendors in our network. If you thrive in a dynamic environment, excel in delivering exceptional client experiences, and are passionate about solving problems and improving new processes, we want to hear from you!

What you’ll be doing:

Leading implementation and client project execution

• Partner strategically with clients to assess their specific situations and needs. Map their current workflows, identify pain points, and implement solutions upon full rollout
• Develop and execute a client-specific project plan for the implementation of our Capital Management solution (including defining scope, objectives, timelines, and deliverables)
• Guide clients through the set-up process, including system configuration, user access, and platform training. Problem-solve alongside clients and Product/Engineering as needed
• In partnership with the RigUp Supply Chain team, develop a vendor onboarding strategy, including prioritization, communication cadence and templates, while updating Clients on progress or escalations
• Coordinate with the Vendor Operations team to ensure all vendors are fully onboarded onto the platform within required timeframes, ensuring adherence to compliance standards
• Collaborate with RigUp Product and Invoicing teams to establish account configurations and ensure successful vendor and client transactions.
• Ensure fast and thorough onboarding of new clients with close collaboration, while educating them on platform functionality and best practices to drive maximum value. Ensure no unnecessary delays in the implementation process, and continue to sell the customer on why implementing our solution is a high-value initiative

Ongoing Client Account Management:

• Build and maintain strong relationships with existing and new users at Client to understand and champion their evolving needs. Serve as their primary point of contact throughout their lifecycle with RigUp Capital Management
• Create and align with clients on a Client Success Plan that will lead to client value, and identify areas for commercial opportunities and success with customers
• Monitor client usage of our solution and proactively identify areas for improvement (for clients, vendors, and RigUp) to maximize the value they are able to get from working with us
• Synthesize and champion client feedback internally. Partner with the product team to ensure customer feedback is reviewed and prioritized
• Maintain a high level of product proficiency and continually guide / train clients on new features, updates, and best practices to achieve their unique goals

Cross-functional Partnership:

• Partner with Sales teams throughout the client lifecycle to ensure smooth renewals and proactively identify opportunities to upsell
• Partner with the leadership team to define client value, desired client outcomes, and the best in class approach to servicing our clients to ensure that our solutions not only meet but far exceed their expectations of value

Experience and Education Requirements:

• 3-5 years experience and proven success in end-to-end project or client management that includes partnering with customers
• Proven ability to partner effectively with cross-functional teams and influence outcomes that lead to customer success
• Experience quickly learning new systems and tools and navigating them to understand root causes of issues or ways to make improvements
• Effective communication and relationship building skills
• Strong analytical and problem-solving skills, coupled with adaptability to address evolving client, vendor, and internal needs and unexpected challenges
• Exceptional organizational skills, including the ability to prioritize tasks, manage multiple projects simultaneously, and maintain attention to detail in a fast-paced environment
• A passion for delivering exceptional service and continuously seeking ways to enhance the client experience
• Undergraduate degree in Business, Operations, Engineering or a related field, or commensurate professional experience

Additional experience preferred but not required:

• Experience working in the Oil & Gas industry or related energy fields
• Experience in account management with a proven track record of success
• Experience with data analysis and visualization
• Background in change management, helping customers navigate organizational change associated with the adoption of new software and processes

Essential Job Functions:

• Regular, on-time attendance
• Ability to travel 25% of the time
• Ability to communicate effectively
• Ability to use office equipment such as a computer, copier and telephone
• Ability to use office computer programs such as e-mail, Google Docs, Microsoft Word, PowerPoint and Excel
• Occasionally remain in a stationary position, often standing or sitting for prolonged periods
• Constantly remaining in a stationary position, often standing or sitting for prolonged periods
• Ability to manipulate office equipment such as a computer, copier and telephone