Customer Success Coordinator

6 months ago

Aberdeen, United Kingdom GMVi Full time

**Who we are**

Founded in oil and gas exploration and production, GMVi is all about wells: designing software so drilling, production and well integrity engineers can manage wells to be safe, productive, and cost effective.

In house, we focus on the high value things that only we can do:

- develop product concepts through to detailed design
- sales and product delivery
- support customers with implementation and consultancy projects using the software
- commercial and financial management.

We outsource everything else.

**The role, and what we expect from you**

We are seeking an enthusiastic customer advocate to join our team as a Customer Success Coordinator for Eikos, our project management software. In this role, you will work within a small, dispersed team to provide exceptional support to our worldwide clientele, comprising large enterprises in the energy business. You will preferably be based in, or near, Aberdeen, with some travel in the UK and internationally.
- Serve our customers in collaboration with colleagues, ensuring their needs and expectations are understood and met effectively
- Assist in the onboarding process for new clients, providing training and resources to ensure a smooth integration of Eikos into their project management workflows
- Initiate regular communication with customers to share updates, best practices, and any relevant information that contributes to their success with Eikos
- Work with colleagues and the development team to address and resolve customer concerns promptly, ensuring a positive end user experience
- Use data analytics to support insights into use patterns and product management
- Create and maintain documentation, including guides, videos, FAQs and knowledge base articles, to empower customers with self-service resources
- You will report directly to the Operations Director, who has day to day responsibility to lead and manage the Eikos business.

**Who you are**
- Bachelor degree preferred
- Prior work experience in a customer service role
- A passion for customer success with a commitment to delivering exceptional service
- Excellent verbal and written communication skills with the ability to convey complex information in a clear and concise manner
- Tech savvy so you are comfortable learning and explaining technical aspects of our project management tool
- Ability to work effectively in a small, dispersed team, and collaborate with all stakeholders
- Strong analytical and problem-solving abilities to address customer issues and find innovative solutions
- Fluent in English - oral and written
- Legally permitted to live and work in the UK
- Familiarity with the energy sector and project management practices is preferred

We want you to be part of building an inclusive working environment with some periods of fun and at other times working against tough time-bound deadlines for impatient customers. We are a small company so you will wear many hats, and not all tasks are well defined. You will need to take the initiative, be bold, and dare to ask and challenge us.

If you are passionate about customer success, possess excellent communication skills, and thrive in a collaborative environment, we want you to join us.

**What we offer**
- Scope to make a difference - for the company, our industry and the world
- Proactive, creative, and candid colleagues that want to build the best products and business possible and want you to succeed in your contribution to that
- Technical and intellectual challenge
- Competitive salary
- Flexible work hours
- Minimal leadership levels and bureaucracy; we make fast decisions and we’re customer oriented
- Small team - possibility to make a real impact
- Supportive, collaborative working environment, generally working from home.

**Salary**: £23,500.00-£28,000.00 per year

**Benefits**:

- Enhanced maternity leave
- Enhanced paternity leave
- Sick pay
- Work from home

Schedule:

- Monday to Friday

**Language**:

- English (required)

Ability to Commute:

- Aberdeen (preferred)

Work Location: In person

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