Customer Success Manager

Role Overview

• Account Management:**Build and maintain strong, long-lasting relationships with customers, acting as their main point of contact throughout their journey with us.
• Strategic Advisor: Value creator for the customer, the one who knows utilization, usage and needs of the customer inside and out – and helps direct the customer on how Power Factors can meet them.
• Customer Onboarding:**Lead the customer through successful project commissioning, following up on post-commissioning to-dos and ongoing optimization of system usage.
• Product Adoption:**Proactively guide customers to ensure they are fully utilizing the product’s features and capabilities to achieve their business goals.
• Upselling, Renewals and Novations Support: Ensure a successful novation from EPC to ultimate owner of the plant. Collaborate with the sales team to identify upsell and cross-sell opportunities, driving account growth and ensuring customer retention.
• Customer Feedback:**Gather and communicate customer feedback to product and development teams, contributing to the continuous improvement of our software solutions.
• Data-Driven Insights:**Utilize customer data and metrics to identify opportunities for improvement and drive customer success outcomes.
• Problem Resolution:**Address and resolve major customer issues or concerns promptly, providing troubleshooting and escalating issues when necessary.
• Training & Education:**Organize regular training sessions, webinars, and documentation to ensure customers stay informed and up to date with product features and best practices.
• Collaboration:**Work closely with internal teams such as Sales, Marketing, and Product to ensure alignment and optimize the customer experience.

Requirements

• Technical Expertise: Deep expertise in SCADA and EMS technologies, both software and hardware, and how the technology is deployed at sites. Previous experience working as a SCADA project manager across multiple sites highly desired. Proven experience of managing, installing, maintaining and troubleshooting SCADA networks, hardware and software – allowing CSM to relate to customer experience.
• Commercial Orientation: Demonstrated experience in selling or servicing large, complex customers.
• Strategic Mindset: Having a natural knack for rolling up concepts to guide customers through complex discussions and come out with key takeaways
• Strong Communication Skills:**Excellent written and verbal communication skills with the ability to communicate complex technical concepts in a clear and concise manner.
• Problem-Solving:**Ability to identify and resolve customer issues, with a proactive approach to addressing challenges.
• Customer-Centric Mindset:**Passion for delivering outstanding customer experiences and fostering positive relationships.
• Analytical Skills:**Ability to analyze customer data and draw actionable insights to improve customer outcomes.
• Team Player:**Ability to work collaboratively with internal teams and foster a positive work environment.