Customer Success Representative

About our company

“We partner with Europe to empower and enhance a sustainable energy market”.

Located in Luxembourg, we are a service company that hosts Europe's single leading trading platform(e-CAT) for cross-border transmission capacity. On behalf of TSOs, we auction the available long and short-term transmission capacity rights on all internal EU borders.

On the 1st of October 2018, JAO became the Single Allocation Platform (SAP) for all European Transmission System Operators (TSOs) that operate in accordance with EU legislation, since it is able to implement and fulfill all regulatory obligations and requirements. We provide accounting (clearing and settlement), contracting, reporting and project support services.

About the job

We are looking for a Customer Success Representative to join our team, reporting to the Manager of Client Relationship. In this role, you will serve as the voice of the customer, providing exceptional support, managing inquiries, and ensuring a smooth onboarding experience for market participants.

Key activities in the position:

• Serve as the Voice of the Customer (VOC) and main point of contact for all service-related inquiries.

• Manage and prioritize incoming requests across all communication channels, ensuring timely, clear, and professional responses.

• Analyze each request to determine the appropriate support path, escalating to experts when needed while minimizing unnecessary follow-up questions.

• Provide dedicated support to market participants, TSOs, and NEMOs, including handling complex or sensitive inquiries and coordinating internal resolutions.

• Oversee a smooth, efficient, and compliant registration and onboarding experience for market participants, acting as their primary contact throughout the process.

• Collaborate with internal teams to ensure timely issue resolution and contribute to continuous improvement of overall service quality.

• Maintain accurate, complete, and up-to-date customer information and documentation in all relevant systems (e.g., CRM), ensuring compliance with internal standards.

• Ensure structured, complete recording of customer interactions and actions taken, supporting service continuity and informed decision-making.

• Provide feedback and suggestions to improve products, services, tools, and internal processes based on customer interactions.

• Support customer-facing events, meetings, and workshops to strengthen relationships and promote JAO’s professional image.

• Explore and leverage CRM/Support Hub functionalities to enhance efficiency and service standards.

• Support structured communication flows with external stakeholders, including regular touchpoints with service takers and end-users.

• Support external engagement through forums and communication platforms to enhance customer satisfaction and strengthen relationships.

• Provide guidance, support, and knowledge sharing to junior team members.

• Ensure junior colleagues understand processes, best practices, and company standards to support their development and performance.

• Manage key onboarding activities for new market participants, ensuring a smooth, efficient, and compliant experience from registration to activation.

• Perform necessary identity and document checks (including KYC and screening requirements) in line with internal procedures and regulatory expectations.

• Ensure onboarding files are complete, accurate, and compliant before activation, following up on missing information when needed.

• Maintain proper documentation and audit trails for all onboarding steps, ensuring alignment with AML/CTF, data protection, and audit standards.

• Escalate any sensitive or unclear checks to the Compliance Team as appropriate.

We are looking for someone with the following skills set:

• Bachelor (3 years after A-Level), or equivalent

• At least 1 year of experience in a similar role; experience in key account management is considered an advantage.

• Proficient in MS Office more particularly in Excel.

• General knowledge about IT systems and network.

• Excellent communication skills.

• Consistency, accuracy and attention to detail.

• Natural curiosity.

• Proactive approach on initiatives.

• Deliver on promises and made commitments.

• Go the extra mile, owning a problem, and keen to volunteer for new tasks.

• Able to prioritize and structure work logically and efficiently.

• Actively listen to customers and colleagues and use the available options to give an answer.

We offer

• Salary paid on 13 months basis.

• 31 days holidays per year.

• Up to 40% of home office for Luxemburgish residents, 25% maximum for non-residents.

• 150 Euros per month towards transportation (Bus/Train) or full reimbursement of parking tickets outside the office.

• 50 Euros per month towards sport.

• 18 Luncheon vouchers per month.

• DKV complementary health insurance for you and your close family members (Optional).

• Pension plan, including Life and Disability Benefits.

• 1,000 Euros towards training per year.

In an industry that poses unique challenges and operates under stringent regulations, we are committed to creating an environment where our employees can build a solid foundation of knowledge and expertise, while growing and thriving in a positive, professional atmosphere. Join us for new professional adventures!