Manager, Customer Success

Job Description

Power Factors is seeking candidates for a key role of Manager, Customer Success to complete our team. Our Customer Success team is responsible for developing and sustaining Customer relationships that promote retention and loyalty through continuous engagement with our Customers at many levels. This role is to listen to, and anticipate, our Customers' evolving needs and use cases and then ensure they extract the most value from our platform to achieve their desired outcomes.

The role of Customer Success requires a deep understanding of the Renewable Energy industry, including a familiarity with the core business functions of Asset Management, Operations & Maintenance, Performance Monitoring and other related disciplines. The Customer Success Manager must be able communicate our vision and value-propositions and articulate the specific technical, business, and commercial aspects of our SaaS products and services.

We're helping renewable energy plants provide as much clean energy as possible and we're looking for multidimensional team players to help us continue to solve problems and drive customer success.

What You Will Be Doing

• Managing the client experience throughout the life of the engagement with Power Factors to ensure client satisfaction
• Coordinating internal resources (Product, Development, Engineering, Sales) on behalf of our customer's interests to achieve their desired business outcomes
• Maintaining a complete understanding of our products and services and serving as the face of Power Factors with our Customers
• Demonstrate a project management approach in planning, execution, monitoring, control, and closure of assignment
• Creating and improving policies and procedures that optimize the customer experience
• Acting as a Voice of the Customer by representing their perspectives and interests in areas such as Product Roadmap, Technical Support, Quality, etc.
• Monitoring and tracking performance through CRM of each Customer account according to key customer success metrics, including user adoption, satisfaction, retention, financial performance, and more
• Working in partnership with the Sales team to provide expanded services and support organic growth within existing accounts
• Coordinating Helpdesk support tickets to ensure timely completion and satisfaction
• Conduct training sessions with multiple user groups/roles/functions to help users understand the full capabilities of the platform and increase user adoption
• Conduct extended investigations alongside our users to facilitate the integration of our platform and tool sets into the Customers business processes

What You Will Need to Be Successful

• Bachelors/Masters in a technical field such as Engineering, IT or in a related field
• Project management certifications (PMP/Prince/Agile) is considered an asset
• Minimum of 5 years' experience in project management, business process development, software development in the IoT field
• Experience in Renewable Energy industry (Solar/Wind/Storage) highly preferred
• Experience in managing large accounts and ensuring customer's satisfactions
• Strong relationship management skills and customer oriented
• Create solutions and solve problems; take responsibility; drive resolution
• Ability to think technically and manage both details and high-level goals
• Excellent, clear, concise written and oral communication skills

Life @ Power Factors

We are an agile software development company - big enough to make an impact, but small enough to move quickly and execute in a growing industry, taking advantage of rapidly evolving technologies. We are a collective of bold and ingenious talents driven by results. Our team is made up of hard-working, fun-loving people who are passionate about making the world a better place. We seek fierce and humble people to help us achieve our ambitious plan.

• A humble cause with a clear purpose - you will help us fight climate change with every day at work. We aim to be environmentally conscious in all aspects of our operations.
• Work with passionate experts and top-talents in your field - we are proud of our highly skilled crowd and the savviness each of us brings to the team.
• Friendly and uplifting atmosphere - we believe kindness and respectfulness is core for our culture. A friendly smile or a helping hand is never far away.
• Flexible hours and workplace - it is the result that counts, not when or where. Our hybrid/remote work setup allows everyone to set themselves up for success and create a more sustainable work-life balance.
• All the benefits you expect (and more) - besides the basic benefits (adopted to local needs and norms), you will enjoy perks such as 8h of paid volunteering per year and participation in our Corporate Bonus Program (to name a few).

We Are an Equal Opportunity Employer

Power Factors 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.