Reporting to: Senior Manager, Atlas Operations
Position Description
The Success Manager will be an indispensable leader in the company and in the software team. This role will be a good fit for you if you are:
Passionate about providing energy access to off-grid markets
Comfortable managing diverse groups of partners and communicating with ease across countries, cultures and time zones
A big-picture thinker able to foresee potential roadblocks and implement thoughtful, cost effective and stage-appropriate solutions
Able to combine a high competency for data driven management with an ability to communicate effectively to secure buy-in with external parties as well as internal colleagues
Excited to thrive in a transparent, direct, non-hierarchical environment with relatively lean, high-commitment collaborative teams operating with a clear purpose, and with every action guided by core operating principles
Responsibilities
Maintain and Increase Atlas Effectiveness
Manage the Atlas support team to provide the first point of contact for Atlas related items, requests and issues coming from our portfolio of Atlas users as well as our internal stakeholders
Work with the internal team to ensure we are meeting SLAs and other expectations of users and stakeholders, and handling escalations appropriately
Create and track metrics for user satisfaction with Atlas software and the platform team
Gain a strong understanding of each customer’s business objectives and help our users optimize their use of our platform to effectively sell our products
Become an expert in the Atlas software suite and provide recommendations to suit varying customer needs
Encourage deeper feature adoption and ensure customers grow into advocates
Cross-Functional Collaboration
Synthesize customer feedback and liaise with all relevant departments to ensure the voice of the customer is consistent and understood by all parties
Work with Product Managers to feed customer needs into the product roadmap
Work with the Business Development team to create pre-sales material, deliver product demos, and help leads understand the value of the Atlas platform during the sales process
Work with the Marketing team to build customer testimonials and referrals, create material for communication with existing customers, and to ensure Atlas marketing initiatives are appropriate for our customer profiles
Onboarding
Work across departments to facilitate a seamless and thorough Customer on-boarding process
Employ project management skills and tools to coordinate with d.light’s Expansion, Partnerships and software teams to ensure smooth setup of new country rollouts and partner implementations, ensuring all expectations are set and milestones are met
Serve as the project lead for software setup, training and use for new user groups
Training
Provide training to users to ensure they are engaged with the product and the product is optimized for their operational model
Maintain updated training materials (presentations, guides, videos) for all aspects of Atlas; own the training material development, management and updating of information for users
Educate existing customers on new features and tools as they’re added to Atlas
Process Development and Optimization
Develop and document standard processes to drive all touchpoints with external parties, including on-boarding, ticketing and support, pre-sales, and user training
Improve, optimize, and enforce processes on an on-going basis to ensure efficiency and predictability of our service to customers
Desired Skills and Experience
3-5 years of professional experience in an external/client-facing role
Fluency in English and French (other languages are a plus)
Experience managing partner relationships, preferably in a software context
Experience with project management tools and frameworks
Excellent communication and interpersonal skills
Ability to create structure in ambiguous situations and design effective processes
Experience working with cross-functional teams (e.g. Sales, Product, Marketing, Services)
Knowledge of customer success processes
Strong business acumen with track record of solving business needs through software solutions
Excellent technology skills with an understanding of the intersections of mobile money, SMS, web pages, databases and how they interact
Deep understanding of PAYGO business models with experience in off-grid energy a plus
Experience working in both local and distributed teams
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