Customer Success Executive

**ABOUT ZENOBE**

Our goal is to make clean power accessible, to accelerate the shift to zero carbon power and transport.

We’re building and operating the world’s most sophisticated battery systems to enable the uptake of more renewable power and accelerating fleet electrification, de-risking the transition to zero-emission transport at scale. We’ve been consistently innovative since we were founded in 2017, achieving major industry firsts and using proprietary software and data analysis to optimise operational performance for our customers. At the end of their life, we repurpose electric vehicle batteries to provide clean power at depots, on construction sites and film sets.

Today we have 730 MW of grid scale battery storage operational and under construction and we are the largest owner and operator of EV buses in the UK, Australia and New Zealand, supporting over 1,250 electric vehicles worldwide. Our Network Infrastructure division is the UK’s leading owner, operator and developer of transmission connected storage and has won numerous awards for its innovative battery energy storage projects.

Our Australia team has been established for 5 years and currently consists of a fast growing and high performing team who have been responsible for winning successful projects across the Australia/ New Zealand regions.

**THE OPPORTUNITY**

The role of the Customer Success Executive is to develop & maintain a continuous feedback loop with our clients and ensure that the products and services they have been provided with meet their requirements.

**This role is a 12 month parental leave cover position.**

**A TASTE OF THE DAY TO DAY**
- Onboard new clients and making sure the transition from Construction to Operations is as seamless as possible
- Maintain regular contact and take full ownership of customer account management, and be the main point of contact
- Promote Zenobe’s capabilities to make customers as successful as possible (improvements, updates, new initiatives, maintenance)
- Document meeting notes and ensure actions are followed up
- Respond to client requests in a timely manner
- Provide Portal training sessions, advice and constant support to all client queries
- Produce innovative and engaging guidance on the portal and how it can be used
- Liaise closely with internal teams including Asset Management & Operations, Product Management & Engineering and Business Development to provide client feedback
- Create SLA reports for clients to measure our success
- Log client requests, feature requests, issues and bugs and follow up on resolutions
- Review and test new features before they go to clients.
- Actively contribute to Zenobe's commitment to health and safety, wellbeing and sustainability by; integrating these principles into daily responsibilities, ensuring a safe and supportive work environment, promoting both the physical and mental health of self and colleagues, and adopting sustainable and energy-efficient practices to minimize environmental impact. By doing so, each employee at Zenobe plays a vital role in fostering a culture that prioritises overall safety, holistic wellbeing, environmental sustainability in our business operations.

**WHAT WE’RE LOOKING FOR**
- Previous experience in an Account Management or customer success role
- A genuine passion in clean energy and our social and environmental mission
- Experience working with stakeholders at all levels
- Understands clients needs and puts them first
- Good relationship builder through active listening, building trust and acting with diplomacy
- Ability to understand and interpret large data sets
- Ability to turn “Tech Talk” into easy to understand language for our clients
- Always looking for ways to improve processes and bring best for client
- Confident in leading training sessions to clients
- Excellent written and verbal communication skills
- A natural problem solver - no matter how big or small
- Motivated, self-starter with strong organisational skills and a team player

**Desirable Skills, but not essential**:

- Experience in energy storage, renewables, and/or EV infrastructure
- Knowledge of the Australia and New Zealand energy and fleet transport landscapes
- Background working with SaaS products
- Previous experience using the Atlassian suite of products

**WORKING AT ZENOBE**

We’re passionate about sustainability and are proud to offer Team Zenobē a pioneering and collaborative working environment. We encourage our people to take ownership of their career progression and celebrate those that can think outside the box.

**OUR APPROACH TO DIVERSITY AND INCLUSION