Customer Success Manager

6 hours ago

Macquarie Park New South Wales, Australia GreenSketch Full time $60,000 - $120,000 per year

As a Customer Success Manager, you will be responsible for ensuring that our installer customers in Australia fully utilise
GreenSketch
- a sophisticated platform that seamlessly combines design, quoting, procurement, CRM and energy certificate creation, featuring integrated high-resolution maps.

Key Duties

CRM

  • Establish and maintain strong relationships with installer customers in Australia & be their main point of contact.
  • Communicate with customers regularly to understand their business progress, needs, and challenges, and provide timely support and solutions.
  • Coordinate internal resources to ensure customer issues are resolved promptly and customer satisfaction is improved.

Promotion & Training

  • Introduce our solar software to new customers
  • Provide software usage training for customers (including online and on-site training)
  • Create training materials and documents
  • Produce engaging content that promotes the software's features and benefits

Analysis and Feedback

  • Understand the business needs and pain points of customers and provide personalised solutions.
  • Collect customer feedback and convey it to the product team to drive continuous software improvement
  • Participate in product testing & verification

Success Indicator Management

  • Set and track customer success metrics such as activity, retention rate, satisfaction, etc., and report to management regularly.
  • Develop and implement customer success plan
  • Identify potential customer risks and take proactive measures to prevent and resolve them

Market Insight and Competitive Analysis

  • Understand the dynamics of the Australian photovoltaic market and the competitive landscape
  • Collect customer feedback on market trends and competitors to support product and service optimisation.

About You

  • Minimum 2 years of experience in CSM, customer service, or sales support (experience in the software industry preferred).
  • Familiarity with the photovoltaic industry or related field knowledge (advantageous)
  • Excellent interpersonal, problem-solving and decision-making skills
  • A technical background with proficiency in using office software and CRM tools.
  • Fluent in English in all areas of communication to communicate effectively with Australian customers.
  • Team-oriented with the ability to collaborate with cross-functional teams to complete tasks.
  • Self-motivated with a passion for continuous learning and professional growth.
  • Willingness to travel and visit customers across Australia.

If you're ready to take the next step & make a true impact, Apply Now

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