Customer Success Engineer

Role Overview

Imagine having the power to stress-test an entire power grid against a hurricane before the clouds even gather. That is the reality we are creating at Neara.****We use advanced machine learning to create engineering-grade, physics enabled digital twins of electricity grids across four continents, this helps asset owners understand their biggest challenges and bring the most viable solutions to life across millions of kilometres of infrastructure.****By simulating extreme weather and structural stress at a network-wide scale, we empower the world’s largest utilities to pinpoint risks, optimise investments and build a more resilient global energy future.****Our team is a collection of brilliant minds who are fanatical about making a tangible difference in the real world, utilising AI and machine learning to accelerate everything from data classification to complex scenario analysis. We have built a special culture where innovation thrives because everyone owns the mission and we need smart, creative people to help us scale this impact to every corner of the globe.

We’re excited to hire our first on-site Customer Success Engineer here at Neara! The Customer Success Engineer will work as a technical platform resource to enterprise-level customers and uncover new opportunities for the business. We are looking for individuals with strong technical curiosity, an active enjoyment of customer engagement and navigation, and an ability to translate Neara solutions into quantifiable ROI for our most valuable users.

Our training is fast-paced, designed to bring you up to speed on our software along with our related processes, and you'll be joining our customer success team to work directly with new customers. This position requires an appetite to become proficient in the industries we serve, the solutions we provide, and the value they create for customers.

WHAT YOU WILL DO

• Develop a strong understanding of, and proficiency with, the Neara software platform in order to translate its functionality and value to customers.
• Work directly and closely with customers, including meaningful time on-site with customers to:
• Drive and embed the use of the Neara platform by customers, including enabling the customer’s ability to proficiently use the platform to ensure customer ease of adoption and use throughout their organisation.
• Ensure that Neara solutions adopted by customers are being delivered as contractually scoped and are delivering on identified business outcomes.
• Develop a deep understanding of customer strategic imperatives and business goals in order to provide clear guidance on where Neara solutions can enable or enhance.
• Serve as a trusted commercial and technical advisor to customers, ensuring Neara solutions are fully embedded within their business, including with respect to workflow or change management requirements that sit outside the core Neara scope.
• Collaborate with customers to define and deliver business cases and related ROI metrics, in support of the value delivered by Neara solutions, including established cadences around internal reporting and value delivery reviews.
• Identify opportunities for customers to expand their use and adoption of the Neara platform into other solutions through the identification of additional business drivers or pain points that Neara can help solve.
• Identify and actively engage a broad stakeholder audience within customers to ensure close and trusted relationships, built on credibility, authenticity and transparency.
• Collaborate closely with Neara Sales and Deployment teams to drive customer happiness, platform adoption, growth, and consistent and measurable adoption and value demonstration frameworks.
• Design and deliver focused training sessions and workshops aligned with customer goals and workflows
• Identify emerging client needs and strategic opportunities, and work closely with Neara Sales and Deployment teams to inform customer account strategies and growth opportunities.

WHO YOU ARE

• Significant experience with enterprise account engagement, strategy and client management, ideally within a large consulting organisation.
• Familiarity with enterprise software platforms and deployments.
• Experience in developing tangible customer value and ROI frameworks that map to client strategic and business priorities.
• Strong communication skills, you can explain complex topics clearly.
• Strong critical thinking capabilities, you can translate back from customer outcomes to technical solutions.
• Strong external stakeholder engagement skills, including the ability to build trusted relationships.
• A proactive problem-solver who enjoys finding creative solutions to solve customer pain points or enable commercial opportunities.
• Experience within infrastructure, and specifically the energy sector, is a plus but not essential.
• An engineering degree is a plus, but not essential.

WHAT WE ARE OFFERING YOU

• Competitive salary
• Meaningful ESOP
• Flexible working arrangements with a fully stocked office in Redfern.
• Regular office events
• The real benefit is working on a genuinely complex, innovative and industry-leading product, making a genuine difference in the world around us.

Requirements

• Significant experience with enterprise account engagement, strategy and client management, ideally within a large consulting organisation.
• Familiarity with enterprise software platforms and deployments.
• Experience in developing tangible customer value and ROI frameworks that map to client strategic and business priorities.
• Strong communication skills, you can explain complex topics clearly.
• Strong critical thinking capabilities, you can translate back from customer outcomes to technical solutions.
• Strong external stakeholder engagement skills, including the ability to build trusted relationships.
• A proactive problem-solver who enjoys finding creative solutions to solve customer pain points or enable commercial opportunities.
• Experience within infrastructure, and specifically the energy sector, is a plus but not essential.
• An engineering degree is a plus, but not essential.

Benefits

• Competitive salary
• Meaningful ESOP
• Flexible working arrangements with a fully stocked office in Redfern.
• Regular office events
• The real benefit is working on a genuinely complex, innovative and industry-leading product, making a genuine difference in the world around us.