Customer Operations Manager - Energy Solutions

at  iwell

Position Title - Customer Operations Manager - Energy Solutions
Company iwell - Your Partner for Sustainable Energy Solutions
Location - Utrecht

Requirements

• You are a customer-oriented advisor for users of our smart battery systems.
• You have proven experience in building and executing a new capability with new processes and systems.
• You have an analytical way of working, which allows you to understand data generated by the battery systems and discuss about conclusions and actions
• You are not afraid to try new things and ask questions.
• You enjoy working in a rapidly changing environment.
• You work meticulously and with a flexible attitude.
• You ensure excellent communication both verbally and in writing (documentation), in both Dutch and English.
• Experience with O&M contracts and/or affinity with electrical engineering and related software is very helpful but not essential, although you are very much interested in learning everything about it from us

THE ROLE

The Customer Operations Manager is a senior position that will play a crucial role in maximising the value of our Battery Energy Storage Systems (BESS) throughout their lifecycle. Starting once a system is successfully commissioned under the guidance of a Technical Project Manager, you will take responsibility to ensure adherence to service level agreements in the Operations & Maintenance contracts. This role involves building and managing the Asset Management capability. This goes along with providing guidance to the customer operations team of first and second line remote support engineers, and serving as the contact point for customers when tactical questions arise. Operating in a rapidly growing company and market, your work will be varied and dynamic, directly contributing to the sustainability of the Netherlands and Europe.

KEY RESPONSIBILITIES

Asset Management:

• Manage Operations & Maintenance (O&M) contracts in close collaboration with the Field Operations team.
• Optimise cost for Operations & Maintenance in collaboration with customers and the iwell teams.
• Make Asset Management ready to scale! We are transitioning from managing everything in-house to outsourcing parts of our asset management services.

Remote Customer Support:

• Provide leadership to first and second line remote support engineers in the team, who monitor and analyse system performance data to identify and address (potential) issues.
• Create a roadmap for improvements. Develop and maintain standard operating procedures and best practices for customer support operations.
• Ensure timely and effective resolution of technical issues and customer inquiries.

Customer Relationship Management:

• Serve as the primary contact point for partners and customers on a tactical level, addressing their needs and concerns promptly. You will regularly interact with customers to manage expectations and resolve any issues.
• Conduct yearly performance meetings with customers to review system performance, discuss improvements and customer needs, and address any issues.

Commercial Enhancement:

• You are very close to our batteries and customers! Identify opportunities for making the iwell product management team and customers aware of additional services and enhancements to the existing BESS.

Reporting and Documentation:

• Manage regular and real-time reporting on system performance according to the Operations and Maintenance contract via our inhouse cloud platform
• Implement new supporting IT systems to maintain accurate and up-to-date documentation of all customer interactions and remote support activities.

Requirements

• You are a customer-oriented advisor for users of our smart battery systems.
• You have proven experience in building and executing a new capability with new processes and systems.
• You have an analytical way of working, which allows you to understand data generated by the battery systems and discuss about conclusions and actions
• You are not afraid to try new things and ask questions.
• You enjoy working in a rapidly changing environment.
• You work meticulously and with a flexible attitude.
• You ensure excellent communication both verbally and in writing (documentation), in both Dutch and English.
• Experience with O&M contracts and/or affinity with electrical engineering and related software is very helpful but not essential, although you are very much interested in learning everything about it from us.