Lead Customer Success Manager

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. 

About the Position

As a member of the Asia Pacific (APAC) Sales team, the Lead Customer Success Manager will be responsible for managing existing 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 Lead Customer Success Manager will also be responsible for building positive and trusting relationships with users, identifying and suggest solutions to facilitate better and increased use of the software and ensure existing clients are well  supported and serviced throughout their journey with the product.  

The Lead Customer Success Manager will follow-up on leads and opportunities generated, meet assigned targets for profitable sales volume and strategic objectives in assigned accounts, lead solution development efforts that address customer needs, and ensure accurate documentation and communication of each phase of the sales lifecycle.

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 collaborate with all Energy Exemplar staff but in particular:

• VP Sales (Regional)
• VP Sales (Global)
• Solution Engineering (Regional)
• Potential Clients
• Existing Clients
• Marketing

Key Accountabilities and Duties

Key Accountability 1

• 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 organization of User Group Meetings.
• Work with Marketing to promote and organize online workshops and webinars.
• Achieve the assigned quota for upsell and 7% renewal target of named accounts.
• Maintain a high level of power market knowledge, news, trends and developments including but no limited to the daily NEMSIGHT analysis.

Candidate Requirements

Skills, Knowledge and Experience:

• 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
• Support internal and external events from Energy Exemplar that includes speakers and attendees invitations.
• Proficiency in Salesforce to create, maintain, update all opportunities including upsell, renewals, trainings, implementation projects.
• Create and maintain the top 5 business account plans in the set of accounts allocated.
• Knowledge of cloud and SaaS solution in the energy industry.

Qualifications:

• 10 Years’ experience in an account management role
• 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
• Experience and knowledge in Australian NEM and APAC region
• Experience with PLEXOS or similar power systems software
• Knowledge of technical software for data analysis, consulting and project experience
• Fluent in written and spoken English; an additional language is a strong bonus.
• Self-going can do attitude – not afraid to step in when needed.
• Significant and documented working experience within the software and technology industry preferably with large platform and technology companies.

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.