Customer Success Manager

Gilytics (www.gilytics.com), develops and provides a cloud solution for automated routing, design, analysis, comparison of energy, telecommunication and transport infrastructure grid and network (power lines, pipelines, roads, analytics, hydrogen, etc..).

Although rewarded with international prizes and selected for competitive global programs, we don't sit on laurels and we always strive to improve our solution to help our clients!

Our ambition is to become the standard solution for the automated design of energy, telecommunication and transportation infrastructure and to make the planning process more transparent, digital and democratic!

Role

We are looking for a Customer Success Manager to join our growing international team. Do you have experience interacting with customers in the energy field (Utilities, renewable energy companies, power grid operators, ESP)?

Do you enjoy playing the bridging element between customers, the technology team and the commercial team? If you are a team player interested in working in an internationally orientated start-up and joining an agile team with a strong focus on customer needs, contact us!

Responsibilities

Understand our role in the industry

• Understand the market and challenges of linear infrastructure planning (focus on siting and permitting of powerlines, renewables and electric grid) through collaboration with the Gilytics team, self-learning and proactive interaction with our customers.
• Participate in industry conferences and events to meet customers and prospects to understand their needs.
• Develop and implement a proactive customer engagement strategy to foster a continuous dialogue with customers.

Serve our customers

• Plan and execute software roll-outs for new customers, ensuring a smooth onboarding experience.
• Conduct regular training sessions and provide updates on new product features to our customers.
• Organize workshops for customers focused on use cases and best practices, collaborating with the technical team to address specific challenges.
• Develop and organize customer events, to foster community engagement and knowledge sharing.
• Identify customers’ needs and create a vision of how our product integrates into processes and existing IT landscapes.
• Advocate for customers and resolve customer issues with the help of Gilytics product development team
• Bridge the gap between the Sales Team, the Customer and Gilytics product development team
• Keep clients engaged and regularly using Gilytics products

Be a strong member of the team :

• Manage and prioritize customer requests, working closely with the Gilytics product development team.
• Recognize and recommend opportunities for additional sales, including the potential for upselling licenses to existing customers based on evolving customer needs.

Ensure subscription renewals.

• Optimize the customer support process for efficient handling of inquiries and ongoing improvement of customer experience.
• Help define, build up and measure customer success metrics.
• Educate and support the Marketing and Sales Team to ensure product-related customer communication can be completed in an efficient and timely manner.
• Travel to meet with the team in our office in Valencia.

Qualifications

• Master in geoinformatics, environmental engineering, civil engineering or similar field.
• Experience in land management, spatial and environmental planning of energy infrastructure with GIS.
• 5+ years of professional work experience in international B2B customer relationship management and / or product management.
• Extensive experience in project management, requirements analysis, business process mapping and conceptual system design.
• Cultural awareness or experience working in diverse, cross-cultural environments.
• Excellent communication and organizational skills.
• Ability to pay attention to details and analytical thinking.
• Strongly motivated to learn new technologies and to work in the energy industry.
• Familiar with the Agile / SCRUM methodology.
• Fluent in both German (native / professional proficiency) and English (native / professional proficiency) , other languages are a plus.

Offer

• Opportunity to have an impact on the energy transition and be part of disruptive and ground-breaking global projects.
• Highly motivated team in an impact-oriented and fast-growing tech Start-up environment.
• Location in Germany (remote work is possible).
• Flexible working time, lean, friendly, young, dynamic and agile atmosphere.
• Corporate laptop provided
• High level of autonomy and ability to influence decisions
Vor 30+ Tagen