Service & Support
We are looking for a dynamic and customer-focused Customer Success Lead to support our customers in maximizing the value of our in-house application solutions. This role combines product functional support, customer consultation, enablement, ensuring stable system operations, high customer satisfaction, and long-term product adoption. You will essentially be a Customer Success Personnel working in a product support team to be the bridge between users, support, and product/development teams. You will not just be firefighting issues, but most importantly help shape how successful people are with BASS’s solution.
• Strong experience in providing technical application support and resolving incidents within SLAs.
• Proven ability to diagnose, troubleshoot, and perform root cause analysis on application, performance, and integration issues.
• Skilled at identifying recurring issues, trends, and risks, with proper documentation and escalation.
• Excellent customer relationship management skills, including conducting check-ins and success reviews.
• Ability to advise customers on best practices, workflows, and efficient application usage.
• Experience in identifying adoption gaps, recommending preventive measures, and maximizing application value.
• Experience facilitating customer meetings, onboarding, training, and ongoing enablement.
• Ability to collaborate with internal teams to create and maintain user guides, tutorials, and documentation.
• Strong capability to gather and communicate customer feedback, feature requests, and pain points for product improvement.
• Ability to translate customer insights into actionable recommendations for Product and Development teams.
• Experience working cross-functionally with Project, Product, and Development teams to ensure smooth implementations and continuous improvement.
• Bachelor’s degree in computer science, Information Technology, or a related field (or equivalent practical experience).
• 2–5 years of experience in Application Support, Customer Success, Technical Support, or IT Consulting roles.
• Experience managing customer relationships and delivering consultative, value-driven support.
• Strong verbal and written communication skills in English.
• Familiarity with ITIL practices and Agile development processes.
• Exposure to ERP systems is an advantage.
• Experience in the Maritime industry is an advantage.
• Experience with ticketing systems, CRM tools, or application monitoring tools is a plus.
Is the above relevant to you? You are most welcome to apply online or to careers@bassnet.no.