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Customer Success Manager


Kathairos Solutions

Calgary, AB, Canada
Posted on Friday, April 12, 2024

Kathairos Solutions is a leading and rapidly growing North American clean tech company, bringing decades of knowledge, resources and experience into developing the innovative solutions of tomorrow, for the changing energy industry of today. We have developed a simple solution to one of the energy industry’s major challenges in reducing emissions, which continues to be adopted at a staggering rate across North America.

We’re actively looking for an experienced Customer Success Manager based in Calgary. This position serves to maximize customer satisfaction, loyalty, and lifetime value by ensuring that customers derive maximum benefit from Kathairos Solutions. This includes not only retaining existing customers but also identifying and leveraging opportunities for account expansion.

**Candidates residing in Edmonton may be considered for a remote position**

Key Responsibilities:

  • Client Relationship Management: Building and maintaining strong, long-lasting customer relationships. Acting as a primary point of contact and building trust with key customer stakeholders.
  • Account Expansion: Identifying opportunities within existing accounts to expand service offerings, leading to increased usage and revenue. This could involve upselling additional features or cross-selling new products.
  • Customer Retention: Implementing strategies to retain customers, including regular check-ins, understanding their evolving needs, and ensuring they are satisfied with Kathairos products and services.
  • Feedback Loop Management: Systematically gathering, analyzing, and acting on customer feedback to drive product and service improvements. This includes managing NPS surveys to assess customer loyalty and satisfaction.
  • Onboarding and Education: Ensuring that customers are effectively onboarded and understand how to use Kathairos Solutions to achieve their goals. Providing ongoing education and support as needed.
  • Collaboration with Other Departments: Working closely with Sales for smooth transition post-sale, with Marketing for client testimonials and case studies, and with Product Development for customer-driven innovation.

Required Qualifications (Must have):

  • Bachelor’s Degree in a technical discipline such as Engineering (or other relevant field of study).
  • Minimum of 5 years of experience in the Oil and Gas industry, with a focus on customer success and/or account management.
  • Experience in customer-facing roles supporting commercial clients in technical sales and/or service.
  • Strong understanding of customer success metrics and KPIs.
  • Excellent relationship-building, communication, and negotiation skills while collaborating with customers and cross-functional teams.
  • Ability to communicate technical subject matter at all levels of customer organization.

Valued (Nice to have):

  • Expertise in the oil and gas sector, especially in reducing emissions and adhering to environmental compliance, is greatly valued.
  • In depth understanding of carbon economics and the voluntary emissions markets is an asset
  • Familiarity with government policies and regulations related to methane emissions.
  • Proven success in managing consultative sales cycles involving multiple stakeholders.
  • Experience with digital or data related products and services.
  • Masters degree in a technically relevant field of study is considered an asset.

Why Kathairos:

  • Competitive Total Rewards package that includes a Base Salary and Variable Compensation plan.
  • Paid Time Off
  • Flex Time
  • Health & Dental benefits

While we appreciate the interest of all applicants, only shortlisted candidates will be contacted.