Customer Retention and Growth Specialist
hace 6 días
We aim to empower our customers to make informed energy decisions by providing innovative solutions. Our mission is to enable transformative energy decisions by providing cutting-edge technology and expert guidance.
We believe in empowering our people through flexibility, which has been a cornerstone of our success, fueling significant growth over the years. Our flexible work culture fosters innovation, collaboration, and trust, making it easier to stay engaged and connected, no matter where you are.
We champion the quality of our people, supporting various working arrangements that help them thrive. Our core values 'Customer Success', 'One Global Team', 'Integrity and Ownership' and 'Innovation Excellence' reflect the way we work and are always at the forefront of everything we do.
About the PositionThis role will focus on delivering exceptional customer experiences, driving growth, and ensuring customer success. The Customer Success Manager (CSM) will serve as the primary point of contact for customers, providing guidance and support to ensure they achieve their goals.
The CSM will be responsible for managing the entire post-sales lifecycle of a portfolio of Energy Exemplar customers, helping them maximize the value of their investment in our technology, resulting in successful projects, customer retention, and growth.
- Identify potential risks and develop strategies to mitigate them, both internally and externally
- BUILD STRONG RELATIONSHIPS WITH CUSTOMERS TO ENHANCE THEIR EXPERIENCE ACROSS THEIR ORGANIZATION
- Maintain open lines of communication with customers, keeping them informed about important events, such as webinars, user group meetings, NPS, product updates, and issue escalations
- Coordinate regular success reviews with internal stakeholders, including leadership, Solutions, and Sales teams
- Provide timely notices of significant platform changes, including price increases
- Update customer profiles within Salesforce with detailed information about customer health, including sentiment, license footprint, financial footprint, use cases, and organizational structure
- Maintain customer engagement at each lifecycle stage within HubSpot
- Manage renewal opportunities within Salesforce throughout the renewal cycle
- Ensure the Salesforce Customer Success dashboard remains up-to-date for the portfolio
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