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Customer Success Manager

2 months ago

Seattle, United States Neara Full time

Neara is a high-growth, venture-backed Series B, tech company headquartered in Sydney, Australia. Recognized as one of the

Times 100 Most Influential Companies of 2024 , our vision is to change how the world operates, build and designs critical infrastructure. We work with 75% of the utilities in Australia and New Zealand and are rapidly expanding across the US and Europe. Our mission is to revolutionize the utilities industry with our 3D digital network model, enabling utilities to future-proof their infrastructure and navigate the clean energy transition.

We are looking for a Customer Success Manager (GIS) to transition opportunities into implementation projects by meeting clients post-sales and leading tailored training programs. You will conduct 1-1 sessions, set up meetings and onboard diverse groups. Your role includes monitoring customer usage, providing insights, managing engagement, and communicating product updates and development roadmaps.

Our training is fast-paced, designed to bring you up to speed on our software along with our related processes, you will be joining our customer success team to work directly with new customers. This position will require a large amount of learning on behalf of the candidate to be proficient with the industry, our products and the value it offers. We are looking for individuals who can quickly learn the domain knowledge and become experts in the technical aspects.

At Neara, you will be part of a team that values your ideas, supports your development, and celebrates your successes. If you are motivated and results-driven, we’d like to meet you.

Some of the things you will contribute to:

Meet with clients at the completion of the sales cycle to turn opportunities into implementation projects

Lead a comprehensive training program with a focus on practical use cases tailored to client needs and defined implementation stages.

Engage in 1-1 sessions, setting up meetings, and onboarding diverse groups to align with client lifecycle management.

Utilize MixPanel metrics and strategic internal meetings to inform decision making and ensure alignment with sales.

Proactively monitor customer usage, provide value-added insights and conduct pre-calls before client meetings to drive continuous improvement.

Manage customer engagement and outreach including highlighting company events, marketing campaigns, and communicating product and development roadmaps.

Effectively convey new features and overarching plans through various channels to ensure client understanding and satisfaction.

Perform configuration or customization required by the project scope

Test and provide final QA/QC of project deliverables before a client is ready to go live

Report on project status to leadership

Python scripting or equivalent programming would be a huge bonus for this role - but not essential

Some attributes we highly regard:

Electric utility industry and / or GIS/CAD experience

Clear communication and collaboration with the broader Neara team

Self-motivated, solutions-driven, detail-oriented, and organized

Experience troubleshooting and resolving hardware and software issues

Proficient in cloud-based applications

Make product enhancement requests based on current, and future software capabilities

Experience with programming, PLS CADD and / or LIDAR highly advantageous

Some of the benefits we have an offer:

Competitive salary + ESOP

Health, vision, dental and 401K

Excellent PTO Offering

Flexible hours and working arrangements

The real benefit is working on a genuinely complex, innovative and industry leading product making a genuine difference in the world around us.

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