Customer Success Manager / Onboarding Specialist

at  CoolPlanet

THE COMPANY

CoolPlanet is a fast growing global leader in industrial-scale decarbonisation and is currently experiencing significant market expansion. We combine technology and world-leading engineering expertise to help complex organisations reach Net Zero faster, at scale. We engage in developing and designing innovative energy efficient solutions tailored specifically to each client site, through examining and modeling their existing processes and equipment in order to identify and implement energy conservation measures. We dramatically reduce carbon emissions and bring the world closer to solving climate change. Our people are the driving force behind our success. We have a high performance, fast paced, growth culture that attracts and fosters highly talented and driven individuals. CoolPlanet operates in seventeen different global regions.

SKILLS & EXPERIENCE REQUIRED

• 1-3 years of experience in customer success, support, or a related field in a SaaS environment
• Strong communication and interpersonal skills, with an ability to empathize with customers
• Basic technical proficiency with software systems; experience with CRM and customer support tools is preferred
• Ideally a technical background or qualification
• Proactive problem solver with excellent organizational and project management skills.
• Bachelor’s degree in Business Administration, Communication, Engineering, or a similar discipline
• Excellent communication skills.
• Good documentation & reporting skills

THE ROLE

As a Customer Success/ Onboarding Specialist, you will develop and implement strategies to effectively onboard and increase customer engagement on ‘CoolPlanetOS’. CoolPlanetOS is our internally developed energy management and decarbonisation platform that we use to deliver high quality outputs to our customers, ranging from shift reports, daily management dashboards, monthly energy and carbon reports, and ISO50001 energy review tools. We are looking for motivated leaders who can develop, drive and monitor onboarding and engagement programs for our customers and partners so that they can easily navigate the platform, create content and identify decarbonisation opportunities. You will combine a strong knowledge of onboarding and engagement strategies on a SaaS platform with training content development, learning path tracking and reporting, marketing and and a touch of energy measurement & reporting.

RESPONSIBILITIES

• Early engagement with the Client to gain an understanding of the sector, stakeholders and stakeholder needs, required for successful onboarding
• Onboarding of CoolPlanetOS accounts, coordinating with Optimisation Engineer and Data Acquisition Engineer on data availability, customer needs and timelines
• Onboard the customer on using the platform by assigning the correct learning paths, monitor progress & follow-up
• Develop & run videos on new features released by the product team, allocate them to the appropriate learning paths, engagement programs
• Monitor Customer Engagement with our platform and deliver actionable insights to enhance their utilization of features
• Quickly address customer concerns, ensuring a prompt response to inquiries and problems, and escalate complex issues to relevant teams for specialized support
• Gather feedback from users and collaborate with the product development team to inform enhancements and innovations that improve our software solutions