Customer Success & Support Geoscientist

Job Duties

Department: Neftex – Customer Success & Support 

About the Role 

Neftex is seeking a Customer Success & Support Geoscientist to help customers maximize the value of their Neftex subscription. This role combines geoscience expertise, customer engagement, technical support, workflow enablement, and user training to ensure customers successfully adopt and integrate Neftex products into their exploration and subsurface workflows.  The successful candidate will act as the primary technical contact for assigned customers, providing onboarding support, workflow guidance, training, and ongoing engagement to drive adoption and customer success. The role also serves as an important link between customers, Product Management, and Development teams by gathering and communicating user feedback. 

Customer Onboarding & Adoption 

• Support onboarding activities for new Neftex customers. 
• Develop and execute adoption plans to increase user engagement and utilisation. 
• Help customers integrate Neftex products into their exploration and subsurface workflows. 
• Identify opportunities to improve customer awareness and use of available capabilities. 
• Promote best practices for workflow implementation and value realisation.

Technical Support & User Assistance 

• Act as the primary point of contact for customer technical enquiries. 
• Investigate and troubleshoot workflow and product usage challenges. 
• Coordinate with Product Specialists and Development teams to resolve customer issues. 
• Provide guidance on recommended workflows and product best practices. 
• Support customers in overcoming barriers to adoption. 

Training & User Enablement 

• Deliver onboarding sessions for new users. 
• Conduct refresher training, workshops, and technical demonstrations. 
• Develop and maintain educational materials, workflow examples, and demonstration content. 
• Support internal teams with product knowledge and customer support readiness. 

Customer Success & Engagement 

• Establish and maintain regular customer touchpoints. 
• Monitor customer engagement, satisfaction, and overall health. 
• Conduct adoption reviews and identify areas for improvement. 
• Develop mitigation plans where adoption or engagement risks are identified. 
• Foster long-term customer success and user advocacy. 

Product Feedback & Continuous Improvement 

• Collect and document customer feedback relating to product functionality, workflows, and content. 
• Act as a liaison between customers and Product Management teams. 
• Communicate customer requirements and enhancement opportunities. 
• Support customer participation in product validation, evaluation, and beta programmes. 
• Contribute to continuous improvement of Neftex products and services. 

Internal Collaboration 

• Work closely with Product Management, R&D, Technical Sales, Customer Success, and Support teams. 
• Maintain awareness of new product capabilities, releases, and roadmap developments. 
• Help ensure customer-facing teams understand available support resources and adoption programmes. 

Qualifications and Experience

• Degree in Geoscience, Geology, Geophysics, Earth Sciences, or a related discipline. 
• Experience working within exploration, subsurface, geological, or geoscience-focused environments. 
• Understanding of exploration and subsurface workflows. 
• Experience delivering technical support, user training, or customer-facing services. 
• Strong problem-solving and troubleshooting skills. 
• Ability to communicate effectively with both technical and non-technical audiences. 
• Experience working collaboratively across multidisciplinary teams. 

Desirable Experience 

• Experience using Neftex products and datasets. 
• Knowledge of regional geology and basin evaluation workflows. 
• Experience supporting SaaS, digital geoscience, or data-driven products. 
• Familiarity with customer success, user adoption, or customer engagement programmes. 
• Experience delivering webinars, workshops, or technical training sessions. 

Key Competencies 

• Customer focus 
• Communication and presentation skills 
• Technical problem-solving 
• Relationship management 
• Training and coaching 
• Collaboration and teamwork 
• Organisational skills 
• Continuous improvement mindset