Customer Success Manager

Neara

To serve a broad spectrum of critical infrastructure sectors, providing infrastructure owners and their stakeholder ecosystems access to an integrated platform that enables smarter design, deeper and faster analysis, and real-world impact.

Neara is a cloud-based enterprise platform making the most complex analysis, design, and application accessible at every level of the infrastructure industry.

Some of the things you will contribute to:

• Meeting with customers at the completion of the sales cycle to kick-off the project build
• Defining the implementation stages and deliverables
• Executing project set-up and data ingest
• Building the model and respective deliverables required to complete the project 
• Performing configuration or customization required by the project scope
• Testing and providing final QA/QC of project deliverables before a client is ready to go live
• Ensuring all aspects of Neara’s system are deployed to client’s satisfaction and specifications
• Provide in-depth training to new and existing customers on the set-up and use of the model and model outputs
• Proactively communicating with internal teams, correcting and/or advising on operational issues within Neara’s systems 
• Reporting on project status to the customer stakeholders, and internal regional and international leadership 
• Maintaining open and professional communications with all Neara’s colleagues, partners, clients and vendors to ensure maximum customer satisfaction and business efficiency.

Some attributes we highly regard:

• Self-motivated, solutions-driven, detail-oriented, with excellent communication skills
• Knowledge of and experience in managing complex software implementation projects
• Strong skills in GIS, including familiarity with LIDAR data interpretation
• Electric utility industry or GIS/CAD experience
• Transmission Design Software Experience and/or programming experience highly regarded
• Ability to perform basic coding tasks to support model development
• Experience with internal system learning and quality assurance processes
• Exceptional attention to detail and commitment to maintaining high standards of quality assurance
• Proficiency with cloud-based applications** **and building network models
• Experience troubleshooting and resolving hardware and software issues

**Some of the benefits we have on offer: **

• Have a voice in a cooperative, team driven environment
• Significant opportunity for career development and acceleration
• Competitive salary and ESOP.
• Flexible working arrangements with a fantastic, well-stocked office in Redfern.

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  Customer Advocacy and Feedback

  Advocate for customers by providing feedback to internal teams on how to better meet customer needs

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  Adoption and Success Management

  Support customers gain value from the product / service. Including check-ins, training, addressing blockers to adoption, and providing best practice advice

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  Relationship Building

  Maintain trusted relationships with key stakeholders to help them achieve their goals, and grow revenue and usage.

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  Collaboration

  Works with others by being open, clear in communication and listening to achieve goals

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  Learning agility

  Identifies and applies strategies to enhance reception, retention and use of newly acquired information, skills, and abilities

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  Problem solving

  Identifies problems and develops logical solutions that address the problems