Customer Success Manager

About the Position

As a member of the Asia Pacific (APAC) Sales team, the Customer Success Manager will be responsible for managing existing customer engagements with a clear focus on customer retention and increasing revenue for the business via price increases and through upsell and cross sell initiatives.

The Customer Success Manager will also be responsible for building positive and trusting relationships with users, identifying and suggest solutions to facilitate better and increased use of the software and ensure existing clients are well supported and serviced throughout their journey with the product.

The Customer Success Manager will follow-up on leads and opportunities generated, meet assigned targets for profitable sales volume and strategic objectives in assigned accounts, lead solution development efforts that address customer needs, and ensure accurate documentation and communication of each phase of the sales lifecycle.

Successful candidates will be high energy, intelligent, outgoing, professional, driven and able to multi-task in a dynamic and often changing environment. Required will be humility, honesty, integrity, ability to work independently, and significant industry based knowledge.

Key Stakeholder Relationships

This position works closely and collaborate with all Energy Exemplar staff but in particular:

• VP Sales (Regional)
• VP Sales (Global)
• Solution Engineering (Regional)
• Potential Clients
• Existing Clients
• Marketing

Key Accountabilities and Duties

Key Accountability 1

• Establish and maintain professional relationships with existing customers.
• Proactively assess, clarify and validate customer needs on an ongoing basis.
• Achieve a minimum of two customer testimonial agreements per quarter.
• Achieve set target of number of face-to-face customer visits per quarter.
• Achieve 95% retention rate in line with company targets.
• Proactively contact customers to maintain a consistent high level of support.
• Identify new business opportunities to upsell products and encourage training for existing customers and users of PLEXOS.
• Broadcast PLEXOS related news to global clients as directed by Marketing.
• Actively communicate market trends and customer requirements with the development team.
• Maintain up-to-date database of PLEXOS users and account related contacts.
• Work collaboratively with support and finance teams to ensure smooth license renewals.
• Communication to customers of PLEXOS releases.
• Undertaking surveys and analysis of existing clients and reporting to Marketing.
• Formulation of quotations and contract addendums for existing clients.
• Assist in the promotion and organization of User Group Meetings.
• Work with Marketing to promote and organize online workshops and webinars.
• Achieve the assigned quota for upsell and 7% renewal target of named accounts.
• Maintain a high level of power market knowledge, news, trends and developments including but no limited to the daily NEMSIGHT analysis.

Candidate Requirements

Skills, Knowledge and Experience:

• Strong interpersonal presence and skills - demonstrated ability to build rapport
• Proficient with corporate productivity and web presentation tools
• Excellent verbal and written communications skills
• Strong listening and presentation skills
• Ability to multi-task, prioritize, and manage time effectively
• Self-driven, results-orientated with a positive outlook and a focus on quality
• Advanced knowledge of standard Microsoft programs – Word, Excel, PowerPoint
• Ability to manage multiple competing priorities
• Sense of urgency for goal achievement
• Strong desire for personal and career advancement
• Support internal and external events from Energy Exemplar that includes speakers and attendees invitations.
• Proficiency in Salesforce to create, maintain, update all opportunities including upsell, renewals, trainings, implementation projects.
• Create and maintain the top 5 business account plans in the set of accounts allocated.
• Knowledge of cloud and SaaS solution in the energy industry.

Qualifications:

• 10 Years' experience in an account management role
• High level of numeracy, computer and web literacy
• Tertiary Qualification in Marketing or similar degree
• Energy and/ or software background is desirable but not compulsory
• Experience and knowledge in Australian NEM and APAC region
• Experience with PLEXOS or similar power systems software
• Knowledge of technical software for data analysis, consulting and project experience
• Fluent in written and spoken English; an additional language is a strong bonus.
• Self-going can do attitude – not afraid to step in when needed.
• Significant and documented working experience within the software and technology industry preferably with large platform and technology companies.