Senior Customer Success Manager at Okra Solar

• In this role, you will be responsible for working with our customers to successfully optimize their projects to achieve their revenue and commercial sustainability targets - with an ultimate goal of our customers scaling up.
• You will work closely with the Nigeria Customer Success Lead, the Nigeria Customer Success team, our Project Finance Lead, Commercial R&D team and from time to time our CEO to ensure our customers have a great experience in Nigeria.
• This includes evaluating financial models and optimizing them, liaising with our customers to carry out experiments that boost their revenue, doing monthly business reviews with our customers and ensuring customer success processes are followed and new processes are documented so that the customer success function of the team can scale.

Responsibilities

• Working in the field with our clients to understand how end-users are benefiting from our technology.
• Timely implementation of key processes such as - Business Reviews, NPS, and others to maximize repeat orders from customers.
• Contract drafting and negotiations with customers.
• Establish and maintain strong relationships with key stakeholders including clients, Okra service delivery, product development, and external tech partners.
• Create experiments that are to be deployed in the community to boost utilization, including KPIs for success and a plan for replicating successful experiments at scale.
• Liaise with internal service delivery team members to ensure experiments, interventions, onboarding and after-sales support is provided adequately to our customers.
• Provide feedback to the product team to ensure effective product marketing is deployed to support customer success functions.
• Work through customer financial models to evaluate tariffs, operations and maintenance costs, capex costs and other levers for optimization

Hard skills

• Extensive experience in technical sales, customer success or service delivery roles.
• Basic electrical engineering knowledge.
• Project management skills - Getting things done by engaging with others
• Using data and analytics to understand business issues and opportunities.
• Experience navigating and understanding financial models and metrics
• Digital Literacy (can use Slack, Airtable, Google Translate, Confluence)

Soft skills

• Good organizational skills - able to ensure that nothing slips through the cracks and everything gets dealt with.
• Good verbal and written and asynchronous communication skills.
• Confident to reach out and ask and push people to get their jobs done. And when blocked, raise to the appropriate team leader
• Ability to map opportunities and “sell” them internally and to external clients

Required Experience

• 3 - 5 years in tech Sales, Customer success or Project Management
• Experience in Tech or Energy sectors

Nice to Have

• University Degree (Any Field)
• Experience in Off-grid energy Projects
• PMO/PO certification