Customer Success Manager - QHSE Product Line

Location:
Oslo, Norway
Business:
Digital Solutions
Position type:
Full Time
Contract type:
Permanent Employee
Job ID:
4449
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Overview

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 the role

Why should you work with DNV?
Because within DNV, organizational culture and how we collectively influence the world for future generations matters deeply to us. Our team works every day to safeguard life, property and the environment and positively impact society; endeavors to achieve our purpose through the success of our customers; and strives to be high-performing and innovative. Our approach reflects the equity, respect, and diversity we wish to see in the world.

DNV Digital Solutions is seeking a Customer Success Manager for the product line QHSE (Quality, Health, Safety and the Environment) who reports into the Product Line Director. In this role you will ensure that customers achieve their desired outcomes with the products, gets the value from our products as soon as possible, as well as drive customer satisfaction and retention.

The QHSE product line in DNV Digital Solutions has the overall responsibility of looking after the Synergi Life Software. Synergi Life software empowers organizations with our ESG, QHSE, and Risk Management software, fostering a culture of continuous learning and enabling sustainability and driving operational excellence. We help our customers manage their risks and excel in safety and risk management.

As the Customer Success Manager in QHSE Product Line you will be a key member of the QHSE leadership team. The role oversees a delivery and support team of approximately 60 people, distributed across six global units. This role is a collaborative and global role putting the customer at the heart of everything we do.

What You'll Do:

Customer Success & Retention

  • Responsible for customer success from successful and timely project implementation to customer training and support - entire customer journey
  • Responsible for customer onboarding and retention. Closely collaborate with Growth and Sales to ensure growing Net Retention Rate y-o-y
  • Drive key account management and customer health checks
  • Define and maintain our customer success program including defining customer engagement frequency (touch frequency), account owners and requirements
  • Drive customer self service

Team Leadership & Resource Management

  • Drive global resource utilization, including having sufficient and well qualified staff to onboard, maintain and support customers
  • Foster a culture of growth and flexibility. Empower your team members, encouraging their professional development and individual growth

Cross-Functional Collaboration

  • Collaborate with Growth Manager for farming/upselling and cross selling opportunities and proper hand over from sales to delivery and from delivery to support
  • Support sales activities
  • Collaborate with Back Office and Finance for SLA renewal /yoy Saas purchase orders

Product & Technology Enablement

  • Provide customers’ needs and feedback to Product Managers for roadmap prioritization and product improvements and help prioritize which customers’ needs will accelerate growth
  • Leverage new technologies to enable efficiency in support and training and reducing cost of delivery
  • Implement governance from CEO office for technology for tech support, training platforms, customer portals, etc.

Customer Engagement & Enablement

  • Responsible for planning and coordinating the global user conferences, webinars and thought leadership events in consultation with Sales and Marcom.
  • Create on-demand interactive online self-training, how-to quick guide, improved documentation, FAQ, interactive chat(-bot)

What we offer
  • Professional Growth: Working with industry-leading software of Synergi Life.
  • Global Exposure: This role often involves interacting with clients and stakeholders from various industries and regions, providing a broad perspective and understanding of global market trends and needs.
  • Networking Opportunities: You'll have the chance to build a strong professional network with experts in the fields of energy, health, transportation and construction.
  • Impactful Work: By promoting software that helps in risk assessment, you contribute to safer industrial operations and environmental protection.
  • Skill Development: The role can help you develop a wide range of skills, including delivery expertise, technical knowledge, and customer relationship management.
  • Career Advancement: Success in a global customer success role can open doors to higher-level positions within the company or industry.

DNV is an Equal Opportunity Employer and gives consideration for employment to qualified applicants without regard to gender, religion, race, national or ethnic origin, cultural background, social group, disability, sexual orientation, gender identity, marital status, age or political opinion. Diversity is fundamental to our culture and we invite you to be part of this diversity.

About you

The key behaviours of the successful candidate:

  • Holds a master’s degree in a technical field
  • Demonstrates strong leadership capabilities with a proven history of managing and guiding larger teams
  • Brings solid technical expertise and a deep understanding of how to drive growth and value in a consultancy-based software business
  • Skilled in up-selling and farming within existing accounts
  • Possesses robust project management skills, ensuring effective planning, execution, and delivery of customer projects
  • Experience with Synergi Life or similar QHSE (Quality, Health, Safety, Environment) software would be an advantage
  • Strong written and verbal English communication skills

Personal Qualifications

  • You want to make an impact and are ready to go the extra mile to make it happen
  • You develop an ambitious, but realistic business vision, and translate it into a workable strategy
  • You are naturally solution-oriented and driven by reaching targets and with a commercial mindset
  • You are customer centric
  • You make an impact, inspire, and convince others in a respectful way, and promote plans and ideas successfully
  • Result oriented with high focus on delivery
  • Ability to simplify and get things done
  • Ability to interact and cooperate across our global organization
  • Leadership and influential skills and ability to create followers in the organization
  • Strong self-motivation, enthusiasm, and drive – but also ability to work efficiently in a team

Benefits

Profit Share

You’ll be part of our global profit share scheme that means we all share in our success as a business. If we profit, so do you. This will be part of our Total Compensation approach each year and depends on our year-end results.

Personal Development

You’ll have a lot of opportunities to learn and grow. Whether it’s building your network, having resources to plan and realise your career goals or enjoying genuine freedom to satisfy your curiosity, we’ll make sure you’re always growing and developing.

Purpose-led organization

You become part of a world-leading company where we know and live our purpose; to safeguard life, property, and the environment, with the opportunity to tackle global change through your work.

Attractive rewards

We focus on work/life balance and offer employees flexible working hours and workplace, six weeks annual vacation, subsidised canteen, competitive pension, insurance, and a global profit share scheme.

Supportive and caring culture

We offer opportunities to connect through social and professional networks. Our largest community CONNECT, organizes after-work events and informal meetings throughout the year.

Diversity, Equity and Inclusion

At DNV, our commitment to Diversity, Equity, and Inclusion is not only an ethical choice, but also a business decision.

Diversity, fairness, and a sense of belonging are a source of strength for our people, our business, and our customers, and help us to deliver on our purpose, vision, and values.

Learn more

Working here

Since 1864 we’ve been dedicated to safeguarding life, property and the environment. Today we remain at the forefront of new technologies and techniques to help our customers transform for a more sustainable future.

At DNV you can expect to deliver career and industry defining work. You’ll be given the time to build your network, the resources to support your development, and the freedom to satisfy your curiosity and desire to learn.

Learn more

Application Process

FAQs

Welcome to our Frequently Asked Questions page. We’ve put together answers to the questions we’re asked most often to help you find the information you need quickly and easily. Whether you're curious about our recruitment process, benefits or career growth and development, you should find the information below.

How can I find job openings that fit my skills and interests?

Explore our official job search page where you can use filters such as job type, location, and department to find roles that best match your qualifications and career aspirations.

What’s your application process like?

You can apply directly through our careers page by submitting your CV and any other documents we require (i.e. university diplomas/transcripts; visas; previous employment reference letters). Make sure your application is fully completed, and you tailor it to the specific job listing. 

Is your recruitment process designed to be inclusive and accessible?

Yes, it is. We're an equal opportunities employer and welcome applications from all candidates. We’re happy to support your need for any adjustments during the application and hiring process. Share the details of what you need within your application.

What types of interviews might I undergo?

Depending on your role, our interview process may include initial phone screenings, video conferences, and in-person interviews, focusing on both your technical abilities and our shared values. You can ask your recruiter specifically about the interview process for your role. 

How long does the hiring process typically take from application to decision?

The timeline can vary but we make every effort to reply to each candidate as soon as possible and keep everyone up-to-date with where they are in the recruitment process.

How do I know if a recruitment contact is legitimately from your company?

Official communication will come from our verified company email addresses. Carefully check any suspicious looking emails and if you have any doubts, don’t engage.

Are there any fees involved in your recruitment process?

No, we do not charge any fees at any stage of our recruitment process. All applications and interviews are free of charge, we will never ask you to pay any fees or make any payments – please be wary of any requests for payment as these are likely scams.

What should I do if I suspect a job scam?

If you encounter suspicious job postings or recruitment practices, do not provide personal information and contact your recruiter as soon as possible. We take these matters seriously. We will never ask you to pay any fees or make any payments part of our recruitment process.

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Disclaimer

Please beware of recruitment scams that pretend to be from DNV or its employees. We will never ask you to pay any fees or make any payments as part of our recruitment process.