AddressFluence (Nasdaq: FLNC) is a global market leader in energy storage products and services and digital applications for renewables and storage. With a presence in 30 global markets, Fluence provides an ecosystem of offerings to drive the clean energy transition, including modular, scalable storage products, comprehensive service offerings, and the Fluence IQ platform, which delivers AI-enabled digital applications for managing and optimizing storage and renewables. The company is transforming the way we power our world by helping customers create more resilient and sustainable electric grids. For more information, please visit fluenceenergy.com.
OUR CULTURE AND VALUES
We are guided by our passion to transform the way we power our world. Achieving our goals requires creativity, diversity of ideas and backgrounds, and building trust to effect change and move with speed.
We are Leading
Fluence currently has thousands of MW of energy storage projects operated or awarded worldwide in addition to the thousands of MW of projects managed by our trading platform—and we are growing every day.
We are Responsible
Fluence is defined by its unwavering commitment to safety, quality, and integrity.
We are Agile
We achieve our goals and meet our customer’s needs by cultivating curiosity, adaptability, and self-reflection in our teams.
We are Fun
We value the diversity in thought and experience of our coworkers and customers. Through honest, forthcoming, and respectful communications we work to ensure that Fluence is an inclusive and welcoming environment for all.
This position will be within the Fluence Digital business unit, formed following Fluence’s acquisition of San Francisco-based start-up AMS. Fluence Digital’s IQ platform uses artificial intelligence, advanced price forecasting, portfolio optimization and market bidding to ensure energy storage and flexible generation assets are optimally participating in wholesale electricity markets.
The Customer Success Manager will be an integral member of the Fluence Digital team, designing and managing the end-to-end experience of our Australian customers and taking day-to-day ownership of our Australian-based accounts. A successful Manager will ensure proper utilization of our SaaS platform, drive the performance of supported assets, and foster customer engagement, satisfaction, and retention.
The Manager will guide our Australian customers through needs assessment, goal definition, KPI formulation, on-boarding / training, utilization, and growth. In addition, the Manager will ensure that the product is addressing customer needs and that the customer is obtaining the full value of our product. As both the primary point of contact of Fluence Digital to our customers and the voice of these customers within Fluence Digital, the Manager represents a critical channel for proactive communications, feedback, and collaboration.
The role will be based in Fluence Digital’s Melbourne offices (remote candidates will be considered) and will report to the Australian Customer Success lead, with close interaction with the Product, Analytics, and Operations teams. The role will grow over time as Fluence scales its SaaS products to new customers, types of energy assets, and markets.
- Own the ‘customer journey’ by ensuring a seamless experience with the Fluence Digital platform and team, as well as by fostering partnerships with users built on trust and shared goals.
- Collaborate with the Commercial team to identify key buyers within a prospective customer’s organization, and to support upsell opportunities.
- Drive customer retention and loyalty by building a proactive and collaborative relationship with key customer stakeholders.
- Design and implement customer engagement programs, including training for new user onboardings, monthly performance reviews, and periodic strategy reviews.
- Serve as primary customer relationship manager, overseeing the value delivered to customers.
- Ensure alignment with customers on objectives, as well as on performance and satisfaction metrics.
- Support the development and implementation of customer service standards.
- Identify unmet needs and customer pain points through a deep understanding of our customers, their needs and feedback.
- Translate needs and pain points into tangible business, product, and operational requirements.
- Coordinate customer feedback collection and advise Product team on new product requirements based on this feedback.
- Represent the ‘voice of the customer’ in product meetings (e.g., feature prioritization).
- Develop proactive communications around updates and new features.
- Under the guidance of the Australian Customer Success lead, support the design and implementation of customer success processes and tools that enhance the customer experience, as well as the efficiency with which Fluence Digital delivers it.
- Continually challenge and identify improvements to established processes across the entire customer experience, e.g. customer support and invoicing.
Requirements
- 5 or more years of work experience, including 3 or more years in a customer success / satisfaction role
- SaaS company experience, and experience with business / enterprise customers, highly preferred
- Energy knowledge, specifically of the Australian NEM or competitive / wholesale electricity markets in general, strongly preferred
- Ability to build and maintain robust and collaborative relationships with a wide range of user types, across geographies, company and asset types, and use cases
- Experience developing and delivering internal and external communications across multiple media, including written, visual, verbal (e.g., meetings / interviews), and experiential, to a wide range of audiences
- Experience managing processes and projects involving cross-functional set of stakeholders, limited time for analysis / decision-making, and high expectations
- Efficient and creative problem-solving skills, while being mindful of business objectives and communication styles
- Eagerness to work in collaborative, dynamic, and team-based environments
- Excellent project management skills from strategy to execution with strong organization skills and attention to detail
- Willingness to learn quickly on-the-job across a range of technical subject matters
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Fluence IS AN EQUAL OPPORTUNITY EMPLOYER and fully subscribes to the principles of Equal Employment Opportunity to ensure that all applicants and employees are considered for hire, promotion, and job status without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, marital or familial status.
