Customer Success Manager

Customer management and value realization

• Serve as primary customer relationship manager, overseeing the value delivered to customers.
• Own the ‘customer journey’ by ensuring a seamless experience with the Fluence Digital platform and team, as well as by fostering partnerships with users built on trust and shared goals.
• Drive customer retention and loyalty by building a proactive and collaborative relationship with key customer stakeholders
• Ensure alignment with customers on objectives and performance and satisfaction metrics and that appropriate engagement programs are in place to regularly these with clients
• Identify unmet needs and customer pain points through a deep understanding of our product and customers, their needs and feedback.
• Collaborate with the business development team to identify and support upsell opportunities.

• Managing our customer onboarding projects

• Lead the customer onboarding process to meet customer implementation, timing and product value expectations.
• Proactively drive the onboarding process to ensure that value for the customer is realized as soon as possible.
• Coordinate closely with the Technical Onboarding Lead to ensure the product is readied appropriately for customer requirements.
• Conduct training and other pre-go-live sessions to ensure the customer is business-ready for and able to maximize the use of our product.

Supporting the development of our product, processes and tools for customer success

• Under the guidance of the Australian Customer Success Director, support the design and implementation of customer success processes and tools that enhance the customer experience, as well as the efficiency with which Fluence Digital delivers it.
• Continually challenge and identify improvements to established processes across the entire customer experience, e.g. customer support and invoicing.
• Work closely with the Product Manager and team to translate customer needs and pain points into tangible business, product and operational requirements.
• Represent the “voice of the customer” in our product development process.
• Develop proactive communications around updates and new features in our products and services.

What an ideal candidate bring to Fluence?

• Bachelor of Engineering or Science or similar
• Analytical thinker and strong problem-solving skills combined with the ability to translate complex issues into clear customer-facing communications.
• 5 or more years of work experience, ideally including 3 or more years in a customer- facing role.
• Consulting, engineering, project management and/or software/SaaS background strongly preferred.
• Energy knowledge, specifically of the Australian NEM or competitive / wholesale electricity markets in general, is a major positive.
• Ability to build and maintain robust and collaborative relationships with a wide range of user types, across geographies, company and asset types, and use cases.
• Efficient and creative problem-solving skills, while being mindful of business objectives and communication styles
• Eagerness to work in collaborative, dynamic, and team-based environments.
• Willingness to learn quickly on-the-job across a range of technical subject matters.