Manager, Customer Success

Power Factors • Brossard, QC

8d • Hybrid

About The Position

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.

Requirements

• Bachelors/Masters in a technical field such as Engineering, IT or in a related field
• Minimum of 5 years' experience in project management, business process development, software development in the IoT field
• 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

Nice To Haves

• Project management certifications (PMP/Prince/Agile) is considered an asset
• Experience in Renewable Energy industry (Solar/Wind/Storage) highly preferred

Responsibilities

• 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

Benefits

• basic benefits (adopted to local needs and norms)
• 8h of paid volunteering per year
• participation in our Corporate Bonus Program

What This Job Offers

• Job Type: Full-time
• Career Level: Manager