RigCLOUD Customer Success Specialist

Senior Customer Success Specialist

Nabors Drilling Solutions is seeking a Senior Customer Success Specialist to join our RigCLOUD team. In this senior role, you will serve as a trusted advisor and primary point of contact for customers, driving adoption, retention, and expansion of the RigCLOUD platform. You will leverage deep industry knowledge and customer success expertise to proactively identify risks, resolve complex challenges, and deliver measurable value to both field and office stakeholders.

Responsibilities:

• Build strong customer relationships by understanding their needs and workflows, delivering value, and proactively supporting them in optimizing their use of RigCLOUD.
• Facilitate a smooth onboarding experience to establish a positive tone for the customer journey.
• Ensure swift resolution of customer inquiries, fostering satisfaction and retention.
• Cultivate robust relationships with customers, acting as a dedicated advocate on their behalf.
• Maintain regular communication with customers, keeping them informed about the latest features, updates, and enhancements.
• Deliver effective training and provide educational resources to help customers confidently maximize their use of RigCLOUD.
• Track training progress and analyze customer usage patterns to identify trends and areas for improvement.
• Document detailed meeting notes to ensure clarity and accountability for key discussion points and action items.
• Record customer feedback systematically to drive continuous improvement initiatives.
• Anticipate and address potential challenges to optimize overall customer satisfaction.
• Stay abreast of industry trends, RigCLOUD updates, competitor products, and emerging technologies to provide informed guidance.
• Collaborate with the operations team to streamline processes, enhancing overall operational efficiency.
• Serve as a liaison with the development team, ensuring effective communication of upcoming features and capturing customer feedback.
• Produce reports that demonstrate the value delivered to customers and highlight areas for improvement.
• Collaborate closely with the 24/7 support team to ensure prompt resolution of customer inquiries, sharing insights for ongoing improvement.
• Work collaboratively with the sales team, gaining insights into customer needs and contributing to strategic initiatives for upselling and expansion.

Qualifications:

• 4+ years of oil & gas industry experience, with demonstrated expertise in customer-facing or field operations roles
• Exceptional communication skills, written and verbal, with the ability to present complex information clearly to executive, technical, and field audiences alike
• Proven ability to navigate organizational change and adapt strategies in dynamic, fast-paced operational environments
• Results-oriented with a track record of independently managing complex customer relationships and delivering measurable outcomes
• Deep knowledge of industry trends, emerging technologies, and oilfield operations, with the ability to serve as a subject matter expert for customers and internal teams
• Strong analytical and problem-solving skills, with the ability to diagnose complex operational issues and drive resolution across internal and customer teams
• Demonstrated initiative in identifying process gaps and developing scalable solutions that improve team efficiency and customer outcomes
• Ability to manage competing priorities and perform effectively under pressure, maintaining professionalism in high-stakes customer situations
• Commitment to delivering high-quality work with meticulous attention to detail across reporting, documentation, and customer deliverables
• Strong sense of ownership and accountability, with a demonstrated ability to lead customer engagements from kickoff through long-term retention
• Advanced knowledge of RigCLOUD capabilities and configuration, with the ability to advise customers on optimization strategies and identify expansion opportunities
• Work Authorization Requirement: Candidates must be currently authorized to work in the United States on a full-time basis. Nabors does not provide work visa sponsorship for this position, now or in the future.

Equal Opportunity Employer Nabors is committed to providing equal employment opportunities to all employees and applicants and prohibiting discrimination and harassment of any type without regard to race, religion, age, color, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This applies to all terms and conditions of employment including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leave of absence, compensation, and training. To learn more about our Fair Employment practices, please refer to the Nabors Code of Conduct.