Customer Success Advisor

Summary

Join us as a Customer Success Advisor.

In this junior-level position you will serve as the primary post-sale point of contact for clients and customers. You will be the trusted advisor to our customers to help them win in their business while maximizing their return on investment in Octave solutions.

Our Customer Success team in a key role to drive customer satisfaction through their success in achieving desired outcomes by use of Octave, leveraging their practical industry knowledge, business acumen, relationship management and broad understanding of Octave.

This is a great opportunity to grow into a role with collaborative drive change management and adoption activities with key Business Decision Makers, help reduce implementation risk, drive usage of existing solutions, identify opportunities for upsell/cross-sell and maintain established retention rates for both maintenance and SaaS renewals

Responsibilities

• Uses in-depth knowledge of client industries or business processes and basic knowledge of the product being sold to drive and increase adoption and utilization of company products.
• Demonstrates product features beyond central functionality to help customers achieve specific business outcomes.
• May recommend specific solutions to achieve the customer’s desired result.
• Directly responsible for identifying opportunities and closing additional revenue from assigned clients, including upselling and cross-selling of related products.
• Accountable for client renewal and retention results and high customer satisfaction.
• Ensures best practices are adopted for product use.
• May handle escalations and coordinate across functional areas of the company, including marketing, sales, professional services, engineering, finance, training, and support. - Work with the assigned customers through the customer life cycle to provide a smooth transition through different stages (Onboard, Implement, Adopt, Achieve, Evolve).
• Lead adoption activities including educating customers on support processes and training requirements to help them meet their expected outcomes.
• Lead and own all aspects of post-sales engagement with the customer including coordination with Sales, Account Management, Project Management and the Implementation team, Trainers, Product Management and Technical Support Analysts.
• Continuously measure results, advising the customer on improving adoption, utilisation and improving user awareness of what is possible with Octave Solutions.
• Be a single point of contact for "post-sales" escalations and be the customer champion within Octave.
• Work with cross-functional teams (internal and external) to ensure timely resolution of the customer’s escalations and complex technical issues involving different internal teams.
• Conduct periodic reviews of the use of Octave solutions, support services and the status of issues and escalations.
• Educate customers on the product roadmap, feature releases and in upgrade planning.

About Octave

Octave provides mission-critical software that empowers organizations to make informed decisions across every stage of the asset lifecycle - Design, Build, Operate and Protect - where performance, safety, and reliability are non-negotiable and failure is not an option.

Turning complex operational data into actionable intelligence, Octave connects expertise, real-world conditions and enterprise-scale insight to improve performance, resilience and incident response where it matters most.

Octave has more than 7,000 employees in 45 countries. Learn more at octave.com and follow us on LinkedIn.

Why work for Octave?

All in. Always forward. That's the way we do things around here. We put trust in our people because we believe it's the best way to unleash potential, bring ideas to life, and keep moving ahead. And it's why we're committed to creating an environment that's truly supportive, providing you with the resources you need to support your ambitions, no matter who you are or where you are in the world.

Everyone is welcome

At Octave, we believe that diverse and inclusive teams are critical to the success of our people and our business. Here, everyone is welcome. As an inclusive workplace, we don't discriminate. In fact, we embrace differences and are fully committed to creating equal opportunities, an inclusive environment, and fairness for all. 

Respect is the cornerstone of how we operate, so speak up and be yourself. You're valued here.