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Renewable Energy Advocate

3 weeks ago

Melbourne, Victoria, Australia beBeeCustomerSuccess Full time $90,000 - $120,000

Job Description

We are seeking an experienced professional to join our team as a Customer Success Manager. This role is responsible for building and maintaining strong, long-lasting relationships with customers, acting as their main point of contact throughout their journey with us.

The ideal candidate will have a deep understanding of SCADA and EMS technologies, both software and hardware, and how the technology is deployed at sites. They will also have experience in customer-facing roles, whether that be sales, commercial relationship management or strategic programs.

The Customer Success Manager will play a key role in value creation for the customer and measured by retention and expansion. They will also serve as a trusted advisor for the customer, sitting at the cross-functional nexus for customer advocacy internally.

Responsibilities:

  • Account Management: Build and maintain strong, long-lasting relationships with customers, acting as their main point of contact throughout their journey with us.
  • Strategic Advisor: Value creator for the customer, the one who knows utilization, usage and needs of the customer inside and out – and helps direct the customer on how Power Factors can meet them.
  • Customer Onboarding: Lead the customer through successful project commissioning, following up on post-commissioning to-dos and ongoing optimization of system usage.
  • Product Adoption: Proactively guide customers to ensure they are fully utilizing the product's features and capabilities to achieve their business goals.
  • Upselling, Renewals and Novations Support: Ensure a successful novation from EPC to ultimate owner of the plant. Collaborate with the sales team to identify upsell and cross-sell opportunities, driving account growth and ensuring customer retention.
  • Customer Feedback: Gather and communicate customer feedback to product and development teams, contributing to the continuous improvement of our software solutions.
  • Data-Driven Insights: Utilize customer data and metrics to identify opportunities for improvement and drive customer success outcomes.
  • Problem Resolution: Address and resolve major customer issues or concerns promptly, providing troubleshooting and escalating issues when necessary.
  • Training & Education: Organize regular training sessions, webinars, and documentation to ensure customers stay informed and up to date with product features and best practices.
  • Collaboration: Work closely with internal teams such as Sales, Marketing, and Product to ensure alignment and optimize the customer experience.

Qualifications:

  • Technical Expertise: Deep expertise in SCADA and EMS technologies, both software and hardware, and how the technology is deployed at sites.
  • Commercial Orientation: Demonstrated experience in selling or servicing large, complex customers.
  • Strategic Mindset: Having a natural knack for rolling up concepts to guide customers through complex discussions and come out with key takeaways.
  • Strong Communication Skills: Excellent written and verbal communication skills with the ability to communicate complex technical concepts in a clear and concise manner.
  • Problem-Solving: Ability to identify and resolve customer issues, with a proactive approach to addressing challenges.
  • Customer-Centric Mindset: Passion for delivering outstanding customer experiences and fostering positive relationships.
  • Analytical Skills: Ability to analyze customer data and draw actionable insights to improve customer outcomes.
  • Team Player: Ability to work collaboratively with internal teams and foster a positive work environment.

Benefits

Join a dynamic group of innovative and driven individuals dedicated to making a positive impact. Every day, your work will directly contribute to advancing clean energy solutions and supporting global sustainability initiatives. Our culture runs deep and shows up in how we work together - committed, conscientious and collaborative. With many opportunities for professional growth, we are here to support your development as we lead the charge in transforming the energy industry.

We Are An Equal Opportunity Employer

Our company is an equal opportunity employer committed to engaging a diverse workforce and sustaining an inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.