Customer Success Manager

Conrad Energy is seeking a detail oriented Customer Success Manager to join our team. In the role you will be responsible for the day-to-day management and onboarding of new customers who have chosen Conrad's iON+ software to operate their energy business. The cutting edge software as a service product ) helps renewable energy companies operate more effectively and efficiently, remotely monitoring, dispatching & analysing their grid-scale assets.

About Conrad Energy Ltd

Conrad Energy is a fast-growing UK energy company. We're powering the move towards renewables through innovation and technology. We generate power to support the National Grid when renewables can't meet demand and we buy, sell and manage energy for businesses nationally.

With a portfolio including gas, batteries, solar, wind and hydrogen, our 83 sites, operational or in construction, have a potential to generate 983MW of power making us one of the leading flexible energy providers in the country. Optimised and operated using our market-leading software, iON+, we're at the forefront of shaping a more efficient energy sector that is both reliable and sustainable.

Over the last few years, we've planned and developed some of the largest energy infrastructure projects in Europe, as well as rapidly expanding the number of business customers working with us.

We're proud to power a changing world, building a better future for us all.

Key Responsibilities

iON+ is a growing part of Conrad Energy's business, as we onboard more customers to the software as a service (SaaS) solution the Customer Success manager will oversee a high quality end-to-end experience for our valued customers.

From initial onboarding and throughout the multi-year contracts, you will be the key person managing the client relationship. After successful delivery of the initial solution, you will uncover opportunities to further opportunities to improve the product, manage training on new features, and seek to increase the total contract value by successfully onboarding more assets or adding services.

Clear communication is key as you manage the external customer and collaboration across internal teams at Conrad Energy. Your responsibilities will be to:

Act as the main day-to-day customer contact point.

Take signed commercial contracts through to smooth deployments for energy generators around the world.

Manage customer expectations, timelines, and take a proactive approach to internal collaboration between teams.

Closely work alongside the technical project manager & digital engineering teams, to deliver the project to a high standard.

Conduct regular progress meetings including quarterly reviews with senior team members.

Create and maintain onboarding materials, constantly reviewing what is working most effectively for each customer.

Develop a trusted advisor relationship with key stakeholders at the business, to identify early renewal and upsell opportunities.

About You

Minimum of 5 years' experience in Account Management, Customer Success or Sales Development roles in the software industry or energy sector.

Detail and Action oriented - you take ownership of timelines and complex tasks requiring multiple stakeholders .

Clear and consistent communicator - you establish the best methods for updating end customer and colleagues on progress.

Natural Relationship builder - you are capable of building strong working relationships with all levels of a customers business.

Strategic Commercial thinker - you are able to spot opportunities within the existing client to solve their problems with technology.

Persuasive - you skilfully navigate commercial or project trade offs ensuring a smooth delivery and happy customers.

Professional curiosity - the energy industry is growing and changing constantly, with the world moving towards net-zero by 2050 you will continually be learning new technologies at the cutting edge.

You have an existing understanding of UK power market fundamentals.(desirable)

Demonstrable experience or familiarity with Atlassian JIRA product suite. (desirable)

People management experience. (desirable)

Above all else we are looking for someone with a fantastic attitude and transferrable skills, Conrad has decades of energy and customer facing experience and will provide training and development opportunities as required for the role.

If you do not meet all of the above criteria but are passionate about the role and industry we would still love to hear from you.

This job description is intended as a basic guide to the responsibilities of the post and is not exhaustive. The post holder may be asked to undertake duties that are in line with the level of the role. The job description will be subject to regular review and amendment as necessary in consultation with the post holder.