Senior Customer Success Manager at Okra Solar

Responsibilities

Lead Customer Project Development

• Drive the project development process and support your accounts on everything required, including regulatory compliance, environmental assessments, network design, BOM generation, and assisting with assumptions for financial models.
• Liaise with other teams internally to ensure networks are optimised and will be deployed and run as designed.

Customer Lifecycle and Success Management

• Lead customer onboarding onto Okra Harvest and ensure ongoing platform satisfaction.
• Build deep relationships with customer stakeholders (Field Ops, Tech Teams, Executive Sponsors)
• Proactively identify risks to project performance and resolve them before they escalate.
• Track project health metrics and collaborate with your accounts to ensure that deployed projects meet the projected financial model metrics. Deliver Business Reviews, do office visits - work side-by-side with your accounts to ensure project success.
• Support Customers to develop new pipeline and scale their energy business to help achieve Mission 300 goals. ‍

Issue Resolution and Product Feedback‍

• Triage support issues where escalation is needed.
• Maintain visibility over support and warranty claims from your accounts (trends, repeat faults,etc).
• Close the loop between field learnings and the product & engineering teams.

Internal Collaboration & Process Improvement‍

• Maintain CRM and internal tools with accurate partner updates, risk flags, and revenue forecasts.
• Report internally on partner sentiment, performance gaps, and strategic needs.

Required Experience

• 4 - 5 Years of work experience in the Energy Sector (preferably off-grid / rural electrification)
• Experience in Infrastructure Project Development
• Project Management Experience
• Experience in developing a pipeline for energy projects.
• High level of Computer Literacy

Hard Skills

• Google Suite (Google Sheets, Slides, Docs, Drive)
• Data processing skills (Using Google Sheets)
• A high level of literacy with digital tools, ideally ;
  • Airtable for managing tasks, structuring data, creating automations.
  • Confluence / Notion for documentation.
  • Slack for chat / communications.
  • Google Drive for document storage.
  • Google Slides for slide design.  
  • Docsend to create datarooms.
  • AI Tools : Claude / ChatGPT / Gemini: for research, building context folders, GPTs and tools.

Soft Skills

• Willingness to learn: Openness to new knowledge, techniques, and continuous improvement.
• Excellent communication skills and ability to work with non-technical teams.
• Collaborative mindset: Ability to work effectively with others, lifting teammates up, learning together, and sharing wins and failures.
• Balanced drive: Passionate about your work while maintaining a healthy pace to avoid burnout and sustain excellence.
• Experimentation and adaptability: Comfortable running experiments, learning from results, and adapting quickly to changes.
• Transparency and openness: Open to sharing and receiving ideas and feedback candidly.
• Integrity and respect: Ability to make ethical decisions even during challenges, acting with honesty and respect.
• Builder Mindset - Does not just log problems, but comes up with proactive solutions.