Customer Success Manager, Power Factors
+ Bonus Program
Digital infrastructure management for renewable energy
Be an early applicant
Digital infrastructure management for renewable energy
501-1000 employees
Be an early applicant
+ Bonus Program
501-1000 employees
Company mission
To constantly reinvent, develop, and deliver the most advanced infrastructure management systems.
Role
Who you are
- Bachelors/Masters in a technical field such as Engineering, IT or in a related field
- Project management certifications (PMP/Prince/Agile) is considered an asset
- Minimum of 5 years' experience in project management, business process development, software development in the IoT field
- Experience in Renewable Energy industry (Solar/Wind/Storage) highly preferred
- 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
What the job involves
- 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
- 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
Our take
There are major efforts across the energy sector to take advantage of digital transformation. Renewables in particular are focusing on revenue-maximisation and income stacking instead of cultivating a dependence on subsidies, both of which require laser-tight monitoring and performance optimisation. For over two decades now, Power Factors - formerly Inaccess - has been providing a digital platform for precisely this.
Power Factors’ key product is Unity, a supervisory control and data acquisition system that allows organisations across the renewable, industrial, and infrastructure sectors to monitor and maximise performance in their generation centres. It’s been used in some of the largest global battery storage projects and allows organisations to bring project management across owner, developer, and operator teams into one space.
As market forces are expected to overtake subsidies as the driving force for competition in the renewables sector, it’s expected that more operators will be investing in systems that will generate a competitive edge. This is good news for Power Factors, which comes to the growing market with extensive experience and deep industry penetration.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (2 rounds)
Nov 2009
$0.2m
GRANT
Oct 2008
$0.2m
GRANT
Total funding: $0.3m
Company benefits
- Competitive salary according to your qualifications
- On call rotations paid extra
- Remote work with optional on-premises
- Opportunity to work in a hot industry and make an impact
- Respect of work-life balance
- Private health insurance plan
- All around knowledge of business logic
- You will have the opportunity to work closely with a highly motivated multicultural team in a dynamic and fast paced environment that provides the ground and the opportunity for international career development
Company HQ
West End, Waltham, MA
Leadership
Took a PhD in broadband telecommunication systems, and before spending over two decades at Inaccess also held roles at Teletel and 4plus Technologies.
Also a Board Member at Smartlinx. Previously worked as an Operating Partner at Advent International, Interim CEO at Viventium and was a Board Member for Azalea Health.
Deborah Beatty
(Chief Strategy Officer)Previously a Board Member for ARHT Media and was the Senior Vice President at PointClickCare.
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