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Customer Success Manager
2 months ago
The Energy Markets Account Manager will be a key member of the Fluence Digital team in Australia, serving as the primary interface with our Australian customers utilizing our Mosaic SaaS platform, a market-leading energy trading optimization solution.
This role will ensure proper utilization of the Mosaic service, drive the performance of supported assets, and foster customer engagement, satisfaction, and retention.
The Energy Markets Account Manager will guide our Australian customers through the entire customer experience, including needs assessment, KPI formulation, on-boarding, training, utilization, and growth.
This role will also ensure that the product is addressing customer needs and that the customer is obtaining the full value of our product.
As both the primary point of contact of Fluence Digital to our customers and the voice of these customers within Fluence Digital, the Manager represents a critical channel for proactive communications, feedback, and collaboration with our clients.
Key Role Responsibilities:- Customer Management and Value Realisation (50%):
- Serve as primary customer relationship manager, overseeing the value delivered to and day-to-day management of our customers.
- Proactively drive engagement in our accounts through a deep understanding of our product and customers and the market they operate in.
- Own the customer journey by ensuring a deliberately coordinated experience of the Mosaic platform and Fluence Digital team.
- Drive customer retention and loyalty by building a proactive and collaborative relationship with key customer stakeholders and fostering partnerships with users built on trust and shared goals.
- Ensure appropriate engagement programs are in place with our customers to drive alignment on objectives, performance, and satisfaction metrics.
- Identify and refine product improvement opportunities by encouraging and skilfully eliciting feedback with our customers and leveraging our deep expertise and market knowledge.
- Collaborate with the business development team to identify and support upsell opportunities.
- Managing our Customer Onboarding Projects (30%):
- Lead the customer onboarding process to meet customer implementation, timing, and product value expectations.
- Proactively drive the onboarding process to ensure that value for the customer is realised as soon as possible.
- Coordinate closely with the Technical Onboarding Lead to ensure the product is readied appropriately for customer requirements.
- Conduct training and other pre-go-live sessions to ensure the customer is business-ready for and able to maximise the use of our product.
- Supporting the Development of our Product, Processes, and Tools for Customer Success (20%):
- Under the guidance of the Australian Customer Success Director, support the design and implementation of customer success processes and tools that enhance the customer experience, as well as the efficiency with which Fluence Digital delivers it.
- Continually challenge and identify improvements to established processes across the entire customer experience, e.g. customer support and invoicing.
- Work closely with the Product Manager and team to translate customer needs and pain points into tangible business, product, and operational requirements.
- Represent the 'voice of the customer' in our product development process.
- Develop proactive communications around updates and new features in our products and services.
