Customer Success Manager - APAC Digital Commercial

ABOUT THE POSITION:

The Energy Markets Account Manager will be an integral member of the Fluence Digital team in Australia. This role will serve as the primary interface with our Australian customers utilising our Mosaic SaaS platform, a market-leading energy trading optimisation solution. A successful candidate will ensure proper utilisation of the Mosaic service, drive the performance of supported assets, and foster customer engagement, satisfaction, and retention.

The Energy Markets Account Manager will guide our Australian customers through the entire customer experience, including needs assessment, KPI formulation, on-boarding, training, utilization, and growth. In addition, the Manager will ensure that the product is addressing customer needs and that the customer is obtaining the full value of our product. As both the primary point of contact of Fluence Digital to our customers and the voice of these customers within Fluence Digital, the Manager represents a critical channel for proactive communications, feedback, and collaboration with our clients.

The role will be based in Fluence Digital’s Melbourne or Sydney offices (Australian-based remote candidates will be considered) and will report to the Australian Customer Success Director, with close interaction with the Product, Analytics, and Operations teams. The role will grow over time as Fluence scales its SaaS products to new customers, types of energy assets, and markets.

Key role responsibilities include:

·       Customer management and value realisation (50%)

•       Serve as primary customer relationship manager, overseeing the value delivered to and day-to-day management of our customers

•       Proactively drive engagement in our accounts through a deep understanding of our product and customers and the market they operate in

•       Own the customer journey by ensuring a deliberately coordinated experience of the Mosaic platform and Fluence Digital team

•       Drive customer retention and loyalty by building a proactive and collaborative relationship with key customer stakeholders and fostering partnerships with users built on trust and shared goals

•       Ensure appropriate engagement programs are in place with our customers to drive alignment on objectives, performance and satisfaction metrics

Identify and refine product improvement opportunities by encouraging and skilfully eliciting feedback with our customers and leveraging our deep expertise and market knowledge

•       Collaborate with the business development team to identify and support upsell opportunities

•       Managing our Customer onboarding projects (30%)

•       Lead the customer onboarding process to meet customer implementation, timing and product value expectations

•       Proactively drive the onboarding process to ensure that value for the customer is realised as soon as possible

•       Coordinate closely with the Technical Onboarding Lead to ensure the product is readied appropriately for customer requirements

•       Conduct training and other pre go-live sessions to ensure the customer is business-ready for and able to maximise the use of our product

•       Supporting the development of our product, processes and tools for customer success (20%)

•       Under the guidance of the Australian Customer Success Director, support the design and implementation of customer success processes and tools that enhance the customer experience, as well as the efficiency with which Fluence Digital delivers it

•       Continually challenge and identify improvements to established processes across the entire customer experience, e.g. customer support and invoicing

•       Work closely with the Product Manager and team to translate customer needs and pain points into tangible business, product and operational requirements

•       Represent the “voice of the customer” in our product development process

•       Develop proactive communications around updates and new features in our products and services

What will the ideal candidate bring to Fluence?

·       Bachelor of Engineering or Science or similar

·       Energy market experience, ideally in the NEM or otherwise in other competitive wholesale physical electricity markets

·      Analytical thinker and strong problem-solving skills combined with the ability to translate complex issues into clear customer-facing communications

·       5 or more years of work experience, ideally including 3 or more years in a customer-facing role

·       Consulting, engineering, project management and/or software/SaaS background strongly preferred

·       Ability to build and maintain robust and collaborative relationships with a wide range of stakeholders

·       Efficient and creative problem-solving skills, while being mindful of business objectives and   communication styles

·       Eagernesstoworkincollaborative,dynamic,andteam-basedenvironments and learn quickly on-the-job across a range of technical subject matters

Fluence IS AN EQUAL OPPORTUNITY EMPLOYER and fully subscribes to the principles of Equal Employment Opportunity to ensure that all applicants and employees are considered for hire, promotion, and job status without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, marital or familial status.