Customer Success Manager

Who are we?

Creating a planet fueled by reliable, affordable, clean energy isn’t what keeps us up at night; it’s what gets us out of bed. At Opus One Solutions, our software platform GridOS® helps us pursue solutions that will change how countries access, optimize and distribute electrical energy. From helping utilities optimize their operations when lots of homeowners are feeding solar energy into the electrical grid or charging electric vehicles, to setting up marketplaces to trade clean energy, we're powering a more sustainable future.

The Role

Your primary focus in this role is to be the trusted advisor to our customers, driving adoption of our solutions and ensuring that they achieve full business value. You will be the voice of the customers to cross functional teams inside of Opus One, while setting reasonable expectations and consistently overachieving against them. Working with the sales team, you will provide solution focused presentations and develop logo specific strategic account plans. Meeting regularly with your customer portfolio you'll have a keen business eye looking for opportunities to upsell and improve our revenue-per-customer.

Successful execution in this role means you understand customer's strategic and organizational goals and developing measurable action plans to help customers in achieving set goals, removing barriers etc. and achieve high customer satisfaction results.

Candidate Background

• Experience gathering and synthesizing feedback and market insights and presenting key findings to multiple stakeholders in a tailored fashion
• You are an effective communicator who chooses the right way to position ideas to address the specific audience you're speaking too
• You are a visionary who can see the bigger picture and pivot between strategic and tactical, bringing the customer on that journey with you.
• Demonstrated experience in facilitating revenue expansion and improvement of bookings metrics.
• Establish strategic partnerships with other departments to provide insight, maximize end-to-end customer experience and help achieve desired outcomes
• Shown a consistent willingness to roll up your sleeves and dive into appropriate technical depth when required

Responsibilities:

• Track, maintain and improve the documented customer journey and cross functional process between teams (sales, delivery, and support).
• Hold frequent customer meetings to proactively get ahead of issues and keep the customer feeling supported at every milestone.
• Supporting and aligning with sales efforts to support expanding wallet share and increasing revenue per customer.
• Drive high product utilization to ensure customers achieve a significant return on investment, and overall customer adoption and success.
• Work cohesively cross-functionally to prioritize defects, client incident requests, and product improvements.

• Engage in self-directed learning on GridOS and industry knowledge to drive customer engagement

• Deliver an outstanding customer experience in every interaction with a goal to reach the highest level of NPS and CSATs on customer surveys
• Hold yourself accountable to setting and exceeding aggressive KPIs, OKRs and personal goals

Requirements

• BA/BS Degree or equivalent level of work experience5+ years in Customer Success, Relationship Management, Account Management or similar role
• Exceptional relationship builder that leads with integrity
• Outstanding track record of delivering results and taking accountability
• Excellent communication and presentation skills
• Good analytical and problem-solving skills
• Deep focus on customer satisfaction and tracking key metrics on customer needs
• Experience working across complex stakeholders and driving results on deployments; managing escalations
• Highly familiar with emerging energy industry trends and implications for our customers, prospects and partners; exposure to demand side management, storage solutions, virtual power plants.
• Ability to build business cases and use data for decision making.
• Experience deploying software products in enterprise environments and collaborating with multiple stakeholders in a complex project setting.

Nice to have:

• Experience at a utility (or aggregator)

Benefits

Why join Opus One Solutions?

Opus One is on a mission to create intelligent, connected and sustainable energy ecosystems, towards a vision of a digitalized, decentralized and decarbonized planet. Our relentlessness and drive towards this is recognized by Deloitte’s Technology Fast 50 Program, Red Herring 100, CleanTech Group’s Global Cleantech Top 100, Fast Company, and many more.

Our leadership has assembled carefully selected teams with some of the best strategic visionaries - and executors - in technology and the clean energy space. We are all driven by one common goal: to accelerate the integration of clean and sustainable energy in North America and the world.

At Opus One Solutions we understand that not everyone develops their talent and hones their skills in a traditional way. Different paths and experiences are part of the diversity we know we need to succeed. If you feel you meet all or most of the qualifications we are seeking, take a chance and express your interest here.

Opus One Solutions welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.