Headquartered in Oslo, Norway, and with offices across the globe, Rystad Energy is an independent Energy research and business intelligence company providing data, tools, analytics, and consultancy services to clients exposed to the energy industry across the globe.
Rystad Energy has a range of global databases and research products for companies in the Oil & Gas, Oilfield Services, and Renewables sectors, as well as Investors, Investment Banks and Governments. We also provide a range of advisory services for our clients with capabilities across the Energy value chain.
Rystad Energy is a rapidly growing company providing the next generation analytical tools and advice for the industry. Rystad Energy combines a high-performance culture with a deeply collaborative ethos, providing ample opportunities for growth, learning, contribution, and career advancement. Read more at www.rystadenergy.com.
Overview of the Role
Rystad Energy is seeking a Client Success Head for APAC who has a strong track record of leading and managing multi-national teams of Client Success/Customer Service personnel. The APAC Client Success Head will report to the Global Head of Client Success (based in Oslo) as well as the APAC Commercial Head (based in Singapore). We are seeking to fill this role in any of the following locations: Singapore/Kuala Lumpur/Perth.
Key Responsibilities
- Work with the Global Head of Client Success to develop and execute the regional Client Success strategy.
- Work with the Commercial Head of the region to develop and execute regional Commercial strategy.
- Lead, manage, motivate, and inspire the Client Success team in region to perform to their fullest potential, enabling them to deliver on their goals, objectives, and KPIs.
- Communicate with and update relevant stakeholders in the company on the Client Success team’s performance, their client engagements, and achievements.
- Work closely with sub-regional Team Leads to ensure i) Accounts and workload for the region are distributed optimally, ii) new Accounts are assigned to Client Success Managers (CSMs) promptly iii) CSMs develop and implement engagement plans via the Customer Journey framework, working closely with Account Managers iv) Accounts billed outside the region get appropriate support.
- Ensure high levels of morale, productivity, and contributions via team development, training, and upskilling initiatives.
- Develop the Client Success team to ensure product proficiency and industry segment competency.
- Manage your own portfolio of clients:
o Serve as primary post-sale point of contact to develop strong client advocates enabling you to become a trusted advisor to our clients.
o Jointly define success criteria with clients by understanding their business challenges and developing and implementing an engagement plan throughout the subscription period.
o Onboard new users and carry out follow-up trainings to achieve maximum adoption and usage growth rates.
o Partner with Account Managers to provide insights on client health with a focus on adoption, expansion opportunities and renewals.
o Partner closely with internal cross-functional teams to ensure client’s technical/analytical needs are resolved in a timely manner.
o Develop an understanding of Rystad Energy products and services and proactively help on identifying areas of improvement to increase market share and penetration.
o Provide client feedback to internal teams including Product Managers, Research Analysts, and Client Solution
o Participate in industry and networking events to grow the Rystad Energy brand.
o Maintain all client data and interaction records in the CRM system.
Experience and Qualifications
- Candidate must be able to work in at least one of these locations: Singapore/Kuala Lumpur/Perth – existing Employment Pass holder; Permanent Resident; Citizen.
- Minimum of a Bachelor’s degree.
- Between 8 to 10 years of experience in leading and managing Client Success/Customer Service teams – ideally, in a B2B professional services firm.
- Strong knowledge of the energy industry
- Managerial experience should be underpinned by individual contributor experience in a Client Success/Customer Service role – strong track record of managing, servicing, and growing client accounts in a B2B professional services firm.
Candidate Profile:
- Strong managerial and leadership skills
- Passionate about Client Success/Customer Service
- Possess excellent interpersonal, communication, and presentation skills.
- Ability to speak Chinese will be an advantage (but it’s not a “must have”)
- Be willing to travel across APAC.
