Customer Engagement Coordinator

About the Role

The Customer Engagement Coordinator (CEC) serves as the primary point of contact between the customer and SLB throughout the service delivery process. This role is responsible for ensuring superior customer support, driving contract revenue and profitability, managing receivables, and fostering long-term customer relationships. The CEC works closely with service delivery teams to ensure contractual compliance, customer satisfaction, operational excellence, and the adoption of technology-driven solutions that address customer needs and challenges.

As a key member of the Account Team, the CEC plays a vital role in identifying commercial opportunities, managing service quality, coordinating communication between stakeholders, and ensuring the successful execution of customer objectives and performance metrics.

Key Responsibilities

• Act as the primary customer focal point throughout the service delivery process.

• Establish and maintain strong professional relationships with customers, ensuring a high level of customer satisfaction and engagement.

• Coordinate communication channels and activities between customers and service delivery teams.

• Capture and update customer activities in business systems to ensure service delivery visibility.

• Capture, analyze, and communicate significant customer intelligence internally to support business growth and operational effectiveness.

• Confirm and document job-specific customer requirements and expectations.

• Assess operational risks associated with customer jobs and develop mitigation plans as required.

• Participate in pre-job and post-job briefings/debriefings with Product Service Delivery (PSD) teams to ensure alignment on customer objectives.

• Communicate recommendations and corrective actions to customers to minimize unplanned events and operational disruptions.

• Ensure all job deliverables are accurate, complete, and delivered on time.

• Review the quality and completeness of field tickets and service documentation.

• Coordinate and facilitate customer reviews related to Service Quality (SQ) events.

• Lead regular service quality meetings with customers and monitor performance against agreed KPIs and service metrics.

• Evaluate customer feedback through satisfaction surveys, performance reviews, and operational scorecards.

• Proactively identify and resolve invoice disputes related to product and service delivery.

• Monitor resource consumption (COSD) and support profitability and contract performance objectives.

• Compile and review cost estimates for consolidation into technical and commercial proposals.

• Identify and capture Product Line and cross-Product Line sales opportunities outside existing contract terms.

• Contribute to Account Planning activities and support business growth initiatives.

• Promote the adoption of effective technological solutions that create value for both the customer and SLB.

Qualifications & Experience

• Bachelor's degree in Petroleum Engineering, Mechanical Engineering, Industrial Engineering, or related discipline.

• Minimum of 5 years of experience in oilfield operations, field coordination, service delivery, or customer-facing roles within the oil and gas industry.

• Strong understanding of operational workflows, service quality processes, and customer management.

• Solid English communication skills, both written and verbal.

• Proven ability to build customer relationships and influence stakeholders at different organizational levels.

• Strong negotiation, communication, and problem-solving skills.

• Commercial mindset with the ability to identify revenue-generating opportunities.

• Results-oriented with experience managing service quality indicators and customer performance metrics.

• Ability to work effectively in a dynamic, fast-paced operational environment.

Former employee

SLB offers equal employment opportunity. Qualified applicants are considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or other characteristics protected by law.

SLB ofrece igualdad de oportunidades en el empleo. Los Solicitantes cualificadoes son considerados sin distincion de raza, color, religion, sexo, orientacion sexual, identidad de genero, origen nacional, edad, discapacidad u otras caracteristicas protegidas por la ley.