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Product & Service Delivery Manager

2 weeks ago

Aberdeen, Aberdeen City, United Kingdom IPT Global, LLC Full time

IPT Global is a well integrity software and advisory services company dedicated to working closely with clients to establish and continuously improve the safest and most efficient well integrity operations possible. We nurture a collaborative and innovative work culture.

Job Description

Duties and Responsibilities

Health, Safety, Sustainability, Environment

  1. Demonstrate visible safety leadership and reinforce safety priority to staff.
  2. Ensure staff follow all HSSE and quality protocol and processes.
  3. Serve as a Subject Matter Expert regarding all aspects of SureTec, SureView, and IPT services.
  4. Create and deliver high-quality and impactful reports and AARs demonstrating value for clients. Seek feedback to ensure the client is receiving meaningful insight from the reports.
  5. Analyze and review client performance and consult other experts internally. Outline and deliver recommendations for improvements to the client.
  6. Actively support ongoing efforts to create and evolve processes surrounding software development, operations, failure reporting, predictive failure, and other innovations.
  7. Work with team and/or client to better understand reporting goals/needs. Continuously evaluate reports for opportunity to provide client with more in-depth, useful, and impactful data, information and/or recommendations.
  8. Work with internal teams to develop strategic marketing plans to ensure IPT products are fully embedded in customers' operations.

Customer Service and Satisfaction

  1. Key point of contact in all matters relating to client concerns and needs, integrate commercial strategy with Field Advisors/Engineers.
  2. Work directly with clients to optimize their software and service offerings.
  3. Ensure delivery of high-quality service, technical support, and project management by working closely with Field Advisors/Engineers.
  4. Accountable for soliciting, tracking, and reporting customer feedback via approved system/methods.
  5. Build and strengthen client relationships to achieve long-term partnerships.
  6. Upsell and cross-sell IPT products and service offerings to clients.
  7. Secure opportunities to expand our services into different areas of customer operations and maximize the value of existing services.
  8. Manage and clearly document team performance and delivery.
  9. Address unsatisfactory performance or behavior promptly following HR processes.
  10. Ensure adherence to departmental, company, and HR processes and policies.

General Responsibilities

  1. New business generation: cultivate and convert leads yielding new business for IPT.
  2. Develop & execute client development plans and strategies annually. Report KPIs and updates against the plan. Ensure problems and challenges are visible to management and resolved in a timely fashion.
  3. Foster and maintain current customer relationships and ensure new relationships are built throughout customers' organizations.
  4. Increase revenue with current clients by expanding product offerings and/or IPT's footprint in new operating groups/regions for existing customers.
  5. Offer outstanding customer service when fielding client requests and ensure suggestions for improvement are captured and implemented, including regular solicitation and documentation of customer feedback to drive product development.
  6. Introduce new technologies and product offerings to customers via presentations, lunch and learns, and other marketing efforts.
  7. Ensure delivery of high-quality service, technical support, and project management to IPT clients.
  8. Provide technical insight to data science, product, and other departments as requested based on first-hand field and product experience.
  9. Proactively collaborate with data science, product, operations, and business development to identify ways to optimize client software and service experience.
  10. Serve as a project manager for key initiatives, ensuring thorough communication between IPT and the client and successful initiative adoption. Deliver internal training focusing on lessons learned.
  11. Participate in events to market and promote the company and products such as seminars, trade shows, and other industry events such as SPE and IADC conferences and work groups.
  12. Exhibit exemplary data management for client record-keeping and corporate knowledge retention. Maintain accurate client records, keeping track of any contract updates and renewals.
  13. Coordinate efforts to standardize the creation, storage, and modification of all operations-related documentation.
  14. All other duties assigned.
Qualifications

Preferred Requirements

  1. Minimum of 5 years experience working drilling, completions, intervention, and P&A projects.
  2. Minimum of 2 years at IPT with hands-on software experience or other equivalent work experience.
  3. Bachelor's degree in engineering from an accredited university.
  4. The ability to include nights/weekends and work extended hours is required.
  5. Must be able to travel as needed to rig site and client offices.
Additional Information

All your information will be kept confidential according to EEO guidelines.

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