Customer Success Administrator - Pune

About Energy Exemplar 

In an era where the world is rapidly advancing towards a cleaner future through decarbonization, stakeholders from across the entire energy value chain are having to navigate the complexities of the energy ecosystem. We seek to enable our customers to do so with confidence.   

Our mission: Empowering Transformative Energy Decisions. 

Founded in 1999 in Adelaide, Australia, Energy Exemplar’s PLEXOS® modeling and simulation software is trusted by innovative organizations across the globe. On one unified platform, stakeholders from across the entire energy value chain are revolutionizing the energy ecosystem and seamlessly planning for the future of energy with unprecedented clarity, speed, and innovation.  

Our impact is global and is being recognized across the industry: 

• Finalist for the 2024 Reuters Global Energy Transition Awards in the 'Technologies of Change' category  

• Finalist for the 2024 Go:Tech Awards in the 'Most Innovative Use of Technology’ category 

• 2022 USEA/USAID Corporate Volunteer of the Year   

• 2022 Impact Award Winner for our impact on the energy industry and the current energy transition  

At Energy Exemplar, we believe in empowering our people by offering flexibility in how, when, and where they work. This flexibility has been a cornerstone of our success, fueling significant growth over the years, with the company expanding at an impressive rate of approximately 30% year over year. We understand that the best results come when our team members can balance their professional and personal lives, so we support various working arrangements that help you thrive. 

We don’t just celebrate the excellence of our products but champion the quality of our people. They own their outcomes and perform to their best – every day. whether you're working from home, in the office, or on the go. Our flexible work culture fosters innovation, collaboration, and trust, making it easier to stay engaged and connected, no matter where you are. That’s what makes us who we are and a great place to work. 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. 

Candidate Requirements & Qualifications  

Experience: 

• 2-5 years of experience in a customer success, administrative, or operations role within a SaaS, technology, or enterprise software environment. 

• Proven experience managing customer accounts, supporting contract renewals, and optimizing business processes. 

Technical & Analytical Skills: 

• Proficiency in CRM platforms such as Salesforce, HubSpot, or similar tools. 

• Experience with workflow automation tools and data analytics platforms is a plus. 

• Strong ability to analyze data, generate reports, and provide actionable insights. 

Process Optimization & Project Management: 

• Demonstrated ability to streamline customer success processes and implement scalable solutions. 

• Experience managing cross-functional projects and driving operational improvements. 

Communication & Collaboration: 

• Excellent verbal and written communication skills, with the ability to engage effectively across global teams and customer stakeholders. 

• Strong interpersonal skills to build and maintain professional relationships across different cultures and business functions. 

Problem-Solving & Decision-Making: 

• Ability to think strategically and execute solutions that enhance customer experience and operational efficiency. 

• Proactive approach to identifying challenges and implementing effective resolutions. 

Dependability & Adaptability: 

• Self-motivated, proactive, and able to work independently with minimal supervision. 

• Comfortable in a fast-paced, dynamic environment with evolving priorities. 

Key Responsibilities 

Customer Renewals & Contract Management: 

• Own the renewal process by generating, reviewing, and revising renewal quotes, ensuring alignment with contractual terms and customer needs. 

• Collaborate with legal, finance, and sales teams to manage contract amendments and term negotiations. 

Data Accuracy & CRM Management: 

• Ensure customer records are maintained with a high level of accuracy through proactive data audits and validation processes. 

• Utilize CRM systems (e.g., Salesforce, HubSpot) to track customer interactions, update records, and provide data-driven insights to support decision-making. 

Cross-Regional Collaboration & Stakeholder Engagement: 

• Serve as a strategic partner to Customer Success Managers across different geographies, ensuring consistent service delivery and adherence to global best practices. 

• Act as a liaison between regional teams and senior leadership, providing reports and recommendations to enhance customer success strategies. 

Process Optimization & Automation: 

• Identify inefficiencies in customer support workflows and implement process improvements to enhance operational effectiveness. 

• Leverage automation tools to streamline administrative tasks, including customer engagement campaigns, renewal reminders, and reporting dashboards. 

Quarterly Business Review (QBR) Coordination: 

• Lead the planning and execution of QBR meetings, ensuring all stakeholders are aligned and materials are prepared in a timely manner. 

• Analyze customer data to generate insights that inform QBR discussions and strategic recommendations. 

Customer Documentation & Compliance Management: 

• Ensure timely processing and storage of key customer documents, including EULAs, invoices, and compliance certificates. 

• Maintain adherence to company and industry standards for document management and confidentiality. 

Customer Engagement & Relationship Management: 

• Drive proactive customer outreach initiatives, ensuring timely communication regarding renewals, training opportunities, and value-added services. 

• Support escalation management by troubleshooting customer issues and coordinating resolutions with internal teams. 

Energy Exemplar is an equal opportunities employer and we value your unique identity and perspective. We are fully committed to providing and fostering a workplace that reflects the diversity of society. Bring your authentic self and help us build an inclusive world together! To support you in being the best version of yourself during the application and interview process, please let us know if you have any specific requirements.