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Power Factors · 4 months ago

Customer Success Manager, SCADA & EMS (Remote in United States)

United States

Full-time

Remote

Mid Level

Power Factors is a software and solutions provider leading the next generation of clean energy with their Unity renewable energy management suite. The Customer Success Manager (CSM) role focuses on creating value through strong customer relationships, ensuring customer satisfaction and retention, while guiding customers to fully utilize the product's features and capabilities.

Clean EnergyInfrastructureRenewable EnergySaaSSoftware

Responsibilities

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

Qualification

SCADA expertiseEMS technologiesCustomer relationship managementAnalytical skillsProblem-solvingCustomer-centric mindsetCommercial orientationCommunication skillsTeam playerStrategic mindset

Required

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

Demonstrated experience in selling or servicing large, complex customers

Having a natural knack for rolling up concepts to guide customers through complex discussions and come out with key takeaways

Excellent written and verbal communication skills with the ability to communicate complex technical concepts in a clear and concise manner

Ability to identify and resolve customer issues, with a proactive approach to addressing challenges

Passion for delivering outstanding customer experiences and fostering positive relationships

Ability to analyze customer data and draw actionable insights to improve customer outcomes

Ability to work collaboratively with internal teams and foster a positive work environment