Energy Exemplar

Customer Success Manager

• Manage and grow a portfolio of existing customer relationships across Africa
• Drive customer retention, product adoption and revenue growth through renewals, price increases, upsell and cross-sell opportunities
• Build trusted, long-term relationships with customers and key users throughout their customer journey
• Identify customer needs and recommend practical solutions
• Encourage wider adoption of Energy Exemplar’s platform
• Work closely with internal teams to resolve issues and improve the customer experience
• Build and maintain professional relationships with existing customers across Africa
• Conduct regular customer review meetings, including travel across Africa where required
• Lead customer onboarding meetings and support customers in adopting and realizing value from Energy Exemplar products
• Assess, clarify and validate customer needs, risks and growth opportunities
• Drive customer retention in line with company targets, including a minimum 95% retention rate
• Identify and progress upsell, cross-sell and price-increase opportunities with Sales
• Achieve targets for face-to-face customer visits and customer testimonials
• Maintain proactive customer contact and a high standard of support
• Promote relevant product training to increase adoption and effective use of PLEXOS
• Communicate product releases, PLEXOS-related news and relevant market updates to customers
• Share customer feedback, market trends and product requirements with Product, Development and Marketing teams
• Maintain accurate customer, user and account information in internal systems
• Partner with Support and Finance teams on licence renewals and customer issues
• Prepare quotations, contract addendums and related commercial documentation
• Support user group meetings, workshops, webinars and customer events
• Maintain understanding of power market developments, including daily NEMSIGHT analysis

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Senior Customer Success Manager