Senior Customer Success Manager

🔥 14 hours ago

🇿🇦 South Africa – Remote

⏰ Full Time

🟠 Senior

🏆 Customer Success

👻 Ghost score 14%

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Energy Exemplar

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1999

⚡ Energy

☁️ SaaS

💰 Private Equity Round on 2017-10

Energy • SaaS

Energy Exemplar is a global leader in energy market simulation and analytics. The company offers the cloud-native platform PLEXOS, which allows organizations to model and simulate energy market scenarios, co-optimizing resources across various commodities such as electricity, gas, hydrogen, and water. Energy Exemplar focuses on providing sophisticated tools for long-term planning, forecasting, and decision making in the energy industry, supporting stakeholders within the financial services sector as well as other players in the energy market. Their solutions enhance the ability to predict and navigate energy futures in an integrated and efficient manner, while also offering comprehensive datasets and world-class training programs for energy professionals worldwide.

📋 Description

• Manage and grow a portfolio of existing customer relationships across Africa • Drive customer retention, product adoption and revenue growth through renewals, price increases, upsell and cross-sell opportunities • Build trusted, long-term relationships with customers and key users throughout their customer journey • Identify customer needs and recommend practical solutions • Encourage wider adoption of Energy Exemplar’s platform • Work closely with internal teams to resolve issues and improve the customer experience • Build and maintain professional relationships with existing customers across Africa • Conduct regular customer review meetings, including travel across Africa where required • Lead customer onboarding meetings and support customers in adopting and realizing value from Energy Exemplar products • Assess, clarify and validate customer needs, risks and growth opportunities • Drive customer retention in line with company targets, including a minimum 95% retention rate • Identify and progress upsell, cross-sell and price-increase opportunities with Sales • Achieve targets for face-to-face customer visits and customer testimonials • Maintain proactive customer contact and a high standard of support • Promote relevant product training to increase adoption and effective use of PLEXOS • Communicate product releases, PLEXOS-related news and relevant market updates to customers • Share customer feedback, market trends and product requirements with Product, Development and Marketing teams • Maintain accurate customer, user and account information in internal systems • Partner with Support and Finance teams on licence renewals and customer issues • Prepare quotations, contract addendums and related commercial documentation • Support user group meetings, workshops, webinars and customer events • Maintain understanding of power market developments, including daily NEMSIGHT analysis

🎯 Requirements

• At least five years’ experience in customer success, account management or a comparable client-facing commercial role within the power, energy, utilities or enterprise software sector • Demonstrable experience managing and growing relationships with senior stakeholders and users across multiple customer accounts • Experience working with customers in Africa and/or across the wider EMEA region • Proven ability to retain customers, manage renewals and identify revenue-growth opportunities through upsell, cross-sell or price increases • Strong commercial awareness, with the ability to balance customer value, retention and business objectives • Excellent relationship-building, communication and presentation skills, with the ability to build credibility at all organisational levels • Strong organisational skills and the ability to manage multiple priorities independently in a dynamic environment • Willingness and ability to travel regularly across multiple countries in Africa • Strong digital literacy, including confidence using CRM systems (Salesforce) • Experience using AI-enabled tools or analytics to interpret customer data, identify insights and improve customer engagement or outcomes • Demonstrated ability to support adoption of new digital capabilities while applying sound judgement regarding data quality, privacy and security • Strong integrity, professionalism, ownership and a customer-first mindset

🏖️ Benefits

• Flexible work arrangements: work from home, in the office, or on the move • Work-life balance support • Inclusive and diverse work environment • Recruitment-process accommodations available

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