Customer Success Manager at Okra Solar

Okra Solar, an Australian technology startup, collaborates closely with local utilities to revolutionize off-grid communities into energy-rich mesh grids. Through intelligent distribution methods that link households together, we enhance energy reliability and affordability, with costs potentially up to 10 times lower than traditional grid extension or AC micro-grids. Our overarching goal is to partner with investors, regulators, and fellow technology firms in accelerating global electrification efforts, aiming to provide reliable access to productive power for all by the year 2025.

Title: Customer Success Manager

Location: Federal Capital Territory, Abuja (On-site)

Employment Type: Full-time

About the Job

• Okra is looking for an experienced and results-oriented Senior Customer Success Manager to join our fast-growing team in Abuja, Nigeria.
• We are seeking someone who has successfully worked with customers to scale their business to success.
• This is an opportunity to leverage your skills and expertise in creating a positive impact by bringing energy access to off-grid communities through the deployment of cutting-edge solar electrification projects.
• In this role, you will be responsible for working with our customers to successfully optimise their projects to achieve their revenue and commercial sustainability targets – with the ultimate goal of our customers scaling up.
• You will work closely with the Nigeria Customer Success Lead, the Nigeria Customer Success team, our Project Finance Lead and from time to time our CEO to ensure our customers have a great experience in Nigeria.
• This includes evaluating financial models and optimising them, liaising with our customers to carry out experiments that boost their revenue, doing monthly business reviews with our customers and ensuring customer success processes are followed and new processes are documented so that the customer success function of the team can scale.

Responsibilities

• Help our customers 2x their ARPU (Average Revenue Per User) in the next 12 months.
• Scale up at least 50% of our customers to repeat orders within the next 12 months.
• Timely implementation of key processes such as – Business Reviews, NPS, and others to maximize repeat orders from customers.
• Contract drafting and negotiations with customers.
• Funding applications and documentation to support customers in scaling.
• Establish and maintain strong relationships with key stakeholders including clients, Okra service delivery, product development, and external tech partners.
• Work with data analysts to evaluate utilisation data, metrics and optimising strategies accordingly.
• Create experiments that are to be deployed in the community to boost utilisation, including KPIs for success and a plan for replicating successful experiments at scale.
• Liaise with internal service delivery team members to ensure experiments, interventions, onboarding and aftersales support is provided adequately to our customers.
• Provide feedback to the product team to ensure effective product marketing is deployed to support customer success functions.
• Work through customer financial models to evaluate tariffs, operations and maintenance costs, capex costs and other levers for optimisation.

Skills We’re Looking For
You can still apply if you don’t fit all the requirements:

• Extensive experience in the energy access industry.
• Extensive experience in B2B technology sales and Customer Success
• Experience in Project Management
• Knowledge of off-grid solar products.

Hard Skills:

• Extensive experience in technical sales, customer success or service delivery roles.
• Basic electrical engineering knowledge.
• Demonstrable experience working on projects in developing countries.
• Digital Literacy (can use Slack, Airtable, Google Translate, Confluence)
• Experience navigating and understanding financial models and metrics
• Experience working in Agile workflow management.

Soft Skills:

• Good verbal and written and asynchronous communication skills.
• Confident to reach out and ask and push people to get their jobs done. And when blocked, raise to the appropriate team leader.
• Good organisational skills – able to ensure that nothing slips through the cracks and everything gets dealt with.

We Also Value These Skills:
You can still apply if you don’t fit all the requirements

• STEM-related Tertiary Education.
• Willingness to work in Rural off-grid communities.
• Experience working in High Growth Stage Companies.

Salary Range

• USD25,000 – USD35,000 (gross) / year.

Deadline: Not Specified.

How to Apply: Interested and qualified candidates should Click Here to apply online