Customer Success Manager, SCADA & EMS (Remote in Melbourne, Australia)

ABOUT POWER FACTORS

Power Factors is a software and solutions provider leading the next generation of clean energy with Unity, one of the most extensive and widely deployed renewable energy management suites (REMS) in the market. With over 300 GW of wind, solar, and energy storage assets managed worldwide across more than 600 customers and 18,000 sites, Power Factors manages 25% of the world’s renewable energy data.*  

Power Factors’ Unity REMS supports the entire energy value chain, from monitoring and controls to market analytics. The company’s suite of open, data-driven applications empowers renewable energy stakeholders to collaborate, automate critical workflows, and make more informed decisions to maximize asset returns. Energy stakeholders receive end-to-end support, including solutions for SCADA & PPC, centralized monitoring, performance management, commercial asset management, and field service management.  

With deep domain expertise, AI-powered insights are delivered at scale so businesses can optimize assets, unlock growth, and make smarter decisions as the world rapidly transitions to clean energy. Power Factors fights climate change with code.  

* Outside China and India 

ABOUT THE ROLE

At Power Factors, our CSMs are core to the customer experience.  We seek highly experienced industry experts who thrive off of creating value through strong and enduring customer relationships.  The CSM role is for someone who is the unique combination of technical and commercial, and thrives where deep knowledge is required for customer success.

The CSM should have a strong technical background, with an orientation in technical asset management within industrial sectors – energy sectors are preferred but not exclusionary.  The CSM should have experience in customer-facing roles, whether that be sales, commercial relationship management or strategic programs.

The role of the CSM is focused on value creation for the customer and measured by retention and expansion.  The CSM is also the trusted advisor of the customer, which means the CSM sits at the cross-functional nexus for customer advocacy internally.

We seek highly motivated, individual contributors who thrive on customer interaction.  This person has a love of big, meaty accounts where you become the main connection to our company.  This individual thrives on accountability and on being rewarded for performance.

Key Responsibilities:

• Account Management: Build and maintain strong, long-lasting relationships with customers, acting as their main point of contact throughout their journey with us.
• Strategic Advisor:  Value creator for the customer, the one who knows utilization, usage and needs of the customer inside and out – and helps direct the customer on how Power Factors can meet them.
• Customer Onboarding: Lead the customer through successful project commissioning, following up on post-commissioning to-dos and ongoing optimization of system usage.
• Product Adoption: Proactively guide customers to ensure they are fully utilizing the product’s features and capabilities to achieve their business goals.
• Upselling, Renewals and Novations Support:  Ensure a successful novation from EPC to ultimate owner of the plant.  Collaborate with the sales team to identify upsell and cross-sell opportunities, driving account growth and ensuring customer retention.
• Customer Feedback: Gather and communicate customer feedback to product and development teams, contributing to the continuous improvement of our software solutions.
• Data-Driven Insights: Utilize customer data and metrics to identify opportunities for improvement and drive customer success outcomes.
• Problem Resolution: Address and resolve major customer issues or concerns promptly, providing troubleshooting and escalating issues when necessary.
• Training & Education:  Organize regular training sessions, webinars, and documentation to ensure customers stay informed and up to date with product features and best practices.
• Collaboration: Work closely with internal teams such as Sales, Marketing, and Product to ensure alignment and optimize the customer experience.

Qualifications:

• Technical Expertise:   Deep expertise in SCADA and EMS technologies, both software and hardware, and how the technology is deployed at sites.  Previous experience working as a SCADA project manager across multiple sites highly desired.  Proven experience of managing, installing, maintaining and troubleshooting SCADA networks, hardware and software – allowing CSM to relate to customer experience.
• Commercial Orientation:  Demonstrated experience in selling or servicing large, complex customers.
• Strategic Mindset:  Having a natural knack for rolling up concepts to guide customers through complex discussions and come out with key takeaways
• Strong Communication Skills: Excellent written and verbal communication skills with the ability to communicate complex technical concepts in a clear and concise manner.
• Problem-Solving: Ability to identify and resolve customer issues, with a proactive approach to addressing challenges.
• Customer-Centric Mindset: Passion for delivering outstanding customer experiences and fostering positive relationships.
• Analytical Skills: Ability to analyze customer data and draw actionable insights to improve customer outcomes.
• Team Player: Ability to work collaboratively with internal teams and foster a positive work environment.

LIFE @ POWER FACTORS 

We are an agile software development company – big enough to make an impact, but small enough to move quickly and execute in a growing industry, taking advantage of rapidly evolving technologies. We are a collective of bold and ingenious talents driven by results. Our team is made up of hard-working, fun-loving people who are passionate about making the world a better place. We seek fierce and humble people to help us achieve our ambitious plan. 

WHY JOIN US

By joining the Power Factors team, you’ll be part of a dynamic group of innovative and driven individuals dedicated to making a positive impact. Every day, your work will directly contribute to advancing clean energy solutions and supporting global sustainability initiatives. Our culture runs deep and shows up in how we work together - committed, conscientious and collaborative. With many opportunities for professional growth, Power Factors is here to support your development as we lead the charge in transforming the energy industry.

WE ARE AN EQUAL OPPORTUNITY EMPLOYER

Power Factors is an Equal Opportunity Employer committed to engaging a diverse workforce and sustaining an inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.