Customer Success Manager

In this role you will drive the implementation, adoption and expansion of our industry-leading solutions in the solar industry. You will take charge of driving renewals and growth across customers overseeing critical aspects of onboarding and ensuring successful adoption and renewal. You will cultivate and strengthen relationships with our customers in the solar PV industry who are some of the leading and most sophisticated renewable energy firms in the world. Manage a portfolio of enterprise accounts ensuring their successful use of Raptor Maps’ solutions. Contribute to our growth by implementing effective retention strategies and identify upsell and expansion opportunities. Work cross-functionally, particularly with the technical Project Manager, to design successful implementation plans and push the pace of value delivery. Provide subject matter expertise to customers on solar operations & maintenance activities. Contribute your experience with customers and solar O&M to with Product, Engineering and Operations roadmaps as well as Marketing campaigns. Craft comprehensive customer success plans that clearly identify a path to adoption maturity, customer satisfaction, and renewal/upsell opportunities. Travel to customer offices and solar sites around 20% of the time. Take responsibility for all stages of the customer lifecycle, including managing a successful implementation, driving adoption of robotics inspections analytics and advanced use cases, and securing renewals. Exhibit superb communication skills, demonstrating the ability to communicate effectively with a wide range of stakeholders in various scenarios, including executive audiences and operations & maintenance field personnel. Take a consultative style approach to educating customers on the benefits of their subscriptions. Utilize commercial negotiation, consultative-style discovery, and product discovery methodologies to resolve issues effectively. Conduct in-field and remote product discovery with customers. Leverage various data sources to drive outcomes for relevant customers, demonstrating proficiency in quantitative and qualitative data analysis. Use insights gained to understand utilization, product adoption, customer satisfaction, and retention and expansion metrics. Collaborate heavily with Product, Engineering, and Operations teams, serving as the"voice of the customer" to ensure their needs are adequately met. Collaborate heavily with the Project Manager to define success criteria for the customer and to monitor progress across customer accounts. Work closely with the Customer Success team to use a data-backed approach in understanding larger product or service needs, influencing roadmaps, and shaping procedures.