Power TSO Customer Success Manager – European Transmission System Operators

Customer Success Manager – European Power Transmission System Operators (TSO)

Location: Remote

Duration: Permanent

As a member of the EMEA Sales and Customer Success team, the Customer Success Manager will be responsible for managing existing Power TSO customer engagements with a clear focus on customer retention and increasing revenue for the business via price increases and through upsell and cross sell initiatives.

The Customer Success Manager will also be responsible for building positive and trusting relationships with current Power Transmission System Operators (TSO) users and accounts, identifying and suggest solutions to facilitate better and increased use of the software and ensure existing clients are well supported and serviced through their journey with the product.

Successful candidates will be high energy, intelligent, outgoing, professional, driven and able to multi-task in a dynamic and often changing environment. Required will be humility, honesty, integrity, ability to work independently, and significant industry-based knowledge.

Key Stakeholder Relationships

This position works closely and collaboratively with all the client’s staff but in particular:

• VP Sales (Regional)

• VP Sales (Global)

• Senior Director of Accounts (EMEA)

• Potential Clients

• Existing Clients

• Marketing

• Support & Solutions

Job Description

• Establish and maintain professional relationships with existing customers.

• Proactively assess, clarify, and validate customer needs on an ongoing basis.

• Achieve a minimum of two customer testimonial agreements per quarter.

• Achieve set target of number of face-to-face customer visits per quarter.

• Achieve 95% retention rate in line with company targets.

• Proactively contact customers to maintain a consistent high level of support.

• Identify new business opportunities to upsell products and encourage training for existing customers and users of PLEXOS.

• Broadcast PLEXOS related news to global clients as directed by Marketing.

• Actively communicate market trends and customer requirements with the development team.

• Maintain up-to-date database of PLEXOS users and account related contacts.

• Work collaboratively with support and finance teams to ensure smooth license renewals.

• Communication to customers of PLEXOS releases.

• Undertaking surveys and analysis of existing clients and reporting to Marketing.

• Formulation of quotations and contract addendums for existing clients.

• Assist in the promotion and organisation of User Group Meetings.

• Work with Marketing to promote and organise online workshops and webinars.

• Maintain a high level of power market knowledge, news, trends and developments including but not limited to the daily NEMSIGHT analysis.

The following list is provided to set an expectation of the ‘core’ responsibilities of the role but is not intended to be an exhaustive list that covers all tasks that may be required on a day-to-day basis. As a rapidly growing business, it should be expected that the role and associated tasks are likely to evolve over time and that there will be situations where tasks not listed below will need to be undertaken to support region and business growth initiatives.

Skills, Knowledge and Experience requirements

• Strong interpersonal presence and skills - demonstrated ability to build rapport

• Proficient with corporate productivity and web presentation tools

• Excellent verbal and written communications skills

• Strong listening and presentation skills

• Ability to multi-task, prioritize, and manage time effectively

• Self-driven, results-orientated with a positive outlook and a focus on quality

• Advanced knowledge of standard Microsoft programs – Word, Excel, PowerPoint

• Ability to manage multiple competing priorities

• Sense of urgency for goal achievement

• Strong desire for personal and career advancement

• Has experience traveling throughout Europe meeting senior stakeholders i.e. CEO, CFO & C-Suite

Qualifications

• 5 to 8 Years’ experience in an account management role preferably in Energy TSO’s or Utilities

• High level of numeracy, computer and web literacy

• Tertiary Qualification in Marketing or similar degree

• Energy and/ or software background is desirable but not compulsory

• High level of experience with use of PowerPoint, Excel & Word

• Experience and knowledge in Middle East & Africa

• Experience with power systems software or software as a service/solution

• Knowledge of technical software for data analysis, consulting and project experience