Customer Success Manager

As a Customer Success Manager, you will be responsible for ensuring that our installer customers in Australia fully utilise GreenSketch - a sophisticated platform that seamlessly combines design, quoting, procurement, CRM and energy certificate creation, featuring integrated high-resolution maps.Key DutiesCRMEstablish and maintain strong relationships with installer customers in Australia & be their main point of contact.Communicate with customers regularly to understand their business progress, needs, and challenges, and provide timely support and solutions.Coordinate internal resources to ensure customer issues are resolved promptly and customer satisfaction is improved.Promotion & TrainingIntroduce our solar software to new customersProvide software usage training for customers (including online and on-site training)Create training materials and documentsProduce engaging content that promotes the software’s features and benefitsAnalysis and FeedbackUnderstand the business needs and pain points of customers and provide personalised solutions.Collect customer feedback and convey it to the product team to drive continuous software improvementParticipate in product testing & verification Success Indicator ManagementSet and track customer success metrics such as activity, retention rate, satisfaction, etc., and report to management regularly.Develop and implement customer success planIdentify potential customer risks and take proactive measures to prevent and resolve themMarket Insight and Competitive AnalysisUnderstand the dynamics of the Australian photovoltaic market and the competitive landscapeCollect customer feedback on market trends and competitors to support product and service optimisation.About YouMinimum 2 years of experience in CSM, customer service, or sales support (experience in the software industry preferred).Familiarity with the photovoltaic industry or related field knowledge (advantageous)Excellent interpersonal, problem-solving and decision-making skillsA technical background with proficiency in using office software and CRM tools.Fluent in English in all areas of communication to communicate effectively with Australian customers.Team-oriented with the ability to collaborate with cross-functional teams to complete tasks.Self-motivated with a passion for continuous learning and professional growth.Willingness to travel and visit customers across Australia.If you're ready to take the next step & make a true impact, Apply Now!