Customer Success Manager, Power Factors
SaaS/Renewables
Digital infrastructure management for renewable energy
Job no longer available
Digital infrastructure management for renewable energy
501-1000 employees
Job no longer available
501-1000 employees
Company mission
To constantly reinvent, develop, and deliver the most advanced infrastructure management systems.
Role
Who you are
- We seek highly experienced industry experts who thrive off of creating value through strong and enduring customer relationships
- The CSM role is for someone who is the unique combination of technical and commercial, and thrives where deep knowledge is required for customer success
- The CSM should have a strong technical background, with an orientation in technical asset management within industrial sectors – energy sectors are preferred but not exclusionary. The CSM should have experience in customer-facing roles, whether that be sales, commercial relationship management or strategic programs
- We seek highly motivated, individual contributors who thrive on customer interaction. This person has a love of big, meaty accounts where you become the main connection to our company. This individual thrives on accountability and on being rewarded for performance
- 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
What the job involves
- The role of the CSM is focused on value creation for the customer and measured by retention and expansion. The CSM is also the trusted advisor of the customer, which means the CSM sits at the cross-functional nexus for customer advocacy internally
- 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
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 competitive edge. This is good news for Power Factors, who come 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
Financial District, San Francisco, CA
Leadership
Originally graduated with a PhD in integrated service networks - has been CEO of Inaccess for over two decades.
Took a PhD in broadband telecommunication systems, and before spending over two decades at Inaccess also held roles at Teletel and 4plus Technologies.
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