We are looking for an enthusiastic and client-driven Customer Success
Director with strong project-delivery, customer-engagement, and
problem-solving skills. The individual is expected to lead a team and
function dedicated to onboarding new customers and enabling existing
customers to get the maximum benefit from Fabriq OS – our market-leading
and planet-improving web-based SaaS platform! This is for a full-time
opening based in London.
Get in touch if collaborating with
customers to help them succeed is in your DNA and you want to work in an
environment where the worlds of energy, sustainability, smart
buildings, tech, and start-ups converge!
ABOUT THE ROLE
At
Fabriq, we deal with a lot of data in various forms - from
manually-entered data that can be inputted via a mobile App or an Excel
template to data from meters or IoT sensors that can be imported on an
automated basis. We often work with customers that operate large
multi-use and multi-tenant buildings (think large offices, retail
centres, and international airports). Our objective is to gain as
detailed as possible of an understanding of any building’s setup and
operations in order to uncover insights on how a building and its spaces
can run in more optimised ways. The ultimate aim is to help our
customers minimise their consumption of resources, carbon footprints, as
well as running costs and at the same time increase the operational
efficiency and productivity of spaces that they use or are responsible
for operating.
The focus of this role is to ensure continued
leadership within Fabriq’s customer-success function, which is
ultimately dedicated to the effective delivery of Fabriq’s SaaS
solutions to end users. This is key, as Fabriq continues to grow its
customer base and requirements of Fabriq-powered solutions become more
complex as Fabriq continues to explore new and exciting use cases
alongside like-minded end users.
We’re looking for someone with
experience handling large and complex enterprise-SaaS projects within
fast-paced, technical, and customer-focused environments. The individual
in this role should be able to lead projects from an end-to-end
perspective from the point when a customer is signed on to the point
when a customer is expected to be trained on getting the most value out
of a Fabriq solution on a day-to-day basis. In addition, we are looking
for someone who has the capacity to think strategically as well and to
implement best practices to continually improve the operational aspects
of Fabriq’s customer-success function. Overall, considering the scope of
the role, someone who is capable of engaging and communicating with
individuals from a variety of backgrounds (technical and otherwise)
would be ideal.
ABOUT YOU
Yes, we're talking to you - If you have what it takes to own the following, we'd like to hear from you:
* Take on a leadership role to help Fabriq grow and develop its customer-success function in collaboration with executive team
*
Manage and mentor current members of the Customer Success team and run
Fabriq’s customer-success function on a day-to-day basis
* Implement
best practices and/or tools pertaining to the delivery of SaaS products
to B2B customers, the onboarding of end users of a SaaS product, the
running of a support desk for an enterprise-SaaS product, and the
overall objective of increasing engagement levels of end users with the
aim of growing the revenue potential of Fabriq’s customer base
*
Serve as expert in using Fabriq’s SaaS platform and lead/manage the
delivery of projects involving Fabriq’s products and services, some of
which would be similar in scope to the following sample projects:
1)
Equip a large mixed-use retail/office building with full connectivity to
feed in data from a BMS, which includes the setting up of network
connectivity and a data-processing facility
2) Deliver a
smart-building platform to monitor a high-profile HQ building which is
capable of ingesting and processing data that are useful for monitoring
energy consumption, the utilisation of spaces, air quality, as well as
productivity
3) Work with multiple third-party partners to onboard
and manage a portfolio consisting of tens to hundreds of assets into the
Fabriq OS platform which consists of large commercial offices,
university buildings, warehouses, and high-street retail sites
*
Gather and analyse customer requirements and conceptualise, articulate,
and communicate to customers and end users the appropriate technical
and/or non-technical solutions
* Develop project plans and statements
of work and track project budgets and progress with aim to ensure
successful implementations
* Engage with key customer contacts
(including senior/executive-level stakeholders) and collaborate with
third parties and partners as required to ensure the effective delivery
of solutions and services to Fabriq customers
* Collaborate with Fabriq’s technical team as required to drive the resolution of product defects and enhancements
*
Gauge customers’ levels of engagement with Fabriq’s solutions and
communicate feedback to product team regarding product and service
improvements
* Provide insights to customers to ensure that they get
the most out of Fabriq’s full range of solutions with aim to help grow
Fabriq’s customer base
And if you can bring to the table the following as well, consider yourself shortlisted:
*
5+ years of professional experience in one or more of the following
areas: Energy management, project management, customer/operations
support, enterprise-software implementation, technology/IT consulting
*
Interest in working in one or more of the following sectors: energy
efficiency, sustainability/CSR, cleantech, proptech, enterprise SaaS
*
A technical background (degree in information systems, computer
science, or electrical/mechanical/industrial engineering and/or
equivalent experience)
* A proven track record employing
project-management best practices and taking part in delivering
successful projects involving technical products and/or relevant
certifications (e.g. PRINCE2)
* Effective communication and
presentation skills, including those required to communicate technical
concepts or information to customers as well as colleagues, and
experience engaging with project sponsors (at Director/VP level and up)
of various technical levels as well as client-side counterparts with
technical backgrounds
* Experience managing or implementing a Level 1 or 2 support desk (ideally for an enterprise-SaaS product)
* Experience collaborating with remote technical teams
*
Intermediate/advanced level of proficiency in using Microsoft Office as
well as project-management, issue-tracking, customer-support,
collaboration, and CRM software/tools (e.g. JIRA, Confluence, Asana,
Trello, Freshdesk, HubSpot, Slack, etc.)
* An absolute eye for detail and an indomitable focus on customer delivery
* Orientation towards achieving results autonomously and creatively in an entrepreneurial setting
* Fluency in European languages
*
Experience with analytics solutions, data-migration/systems-integration
projects, and importing data via ETL, FTP, HTTP, and API
* Experience with and knowledge of metering equipment and IoT technologies an extra plus
* A humble and collaborative demeanor
NOTE: Only candidates with right to work in the UK can be considered for this opening.