Job Description

At H&P, our people are our strength.

Customer Success is specifically looking for a Customer Success Specialist who can jump in the trenches and drive customer satisfaction results. As a key member of the Customer Success team, the analyst will help craft our customer-success strategies, collaborate with cross-functional leaders internally and externally to deliver consistently high caliber customer experiences. The ideal candidate excels at improving and solidifying customer relationships, using analytical skills to identify friction points, find solutions, and generates ongoing value to the customer. To succeed in this role, the candidate should have relevant customer service experience, drilling industry experience, and a track record of analyzing and optimizing campaigns.

Objectives of this role:

• Influences the entire customer journey, including onboarding, implementation, training, adoption, retention, and satisfaction
• Establish relationships as a trusted and strategic advisor to help ensure the continued value of our products and services
• Help develop and maintain Customer Success Plans, playbooks, and best practices, as well as customer-support content and training, with help from Operations, Digital Operations, Sales, Marketing, and other departments
• Communicate effectively with both internal and external employees from drillers chair to senior managers to better understand customer needs, friction points, maximize retention and growth, and share learnings
• Help develop and maintain customer-success metrics and data as directed

Responsibilities:

• Serve as day-to-day contact for sales team, building trust and rapport while creating Customer Success Plans, identifying areas of opportunity, highlighting best practices, and documenting both
• Review the customer journey, determine how it’s supported, and use a consultative approach to help clients overcome issues and achieve their goals
• Facilitate interaction and workflow among project team members, including third-party service providers, to ensure timely deliverables
• Collaborate, problem-solve, and/or strategize with team members on upcoming client meetings
• Analyze data and prepare documentation or visuals of campaign performance for internal departments and customers; analyze trends in CSAT and NPS scores to identify areas for improvement
• Work with sales and marketing teams to boost customer referrals and develop case studies.
• Demonstrate the H&P Core values of Actively C.A.R.E., Service Attitude, Innovative Spirit, and Teamwork.

Required skills and qualifications:

• 3-5 years of experience in drilling industry, sales, account management, customer service, or customer success
• Strong skills in verbal and written communications
• Strategic planning and project management skills required
• Analytical and process-oriented mindset
• Ability to work effectively across multiple departments in a deadline-driven environment
• Active team player, self-starter, and multitasker who can quickly adjust priorities

Preferred skills and qualifications:

• Bachelor’s degree or equivalent
• Experience using Customer Relationship Management system
• Proficient skills in Microsoft office applications
• Proficient presentation and training skills

Salary Range: $69,100 - $110,500

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Thank you for your interest in joining our team!