Customer Success Manager - Energy Commodity Analytics

Vortexa was founded to solve the immense information gap that exists in the energy industry. By using massive amounts of new satellite data and pioneering work in artificial intelligence, Vortexa creates an unprecedented view on the global seaborne energy flows in real-time, bringing transparency and efficiency to the energy markets and society as a whole.

The Role: Vortexa is looking for a Customer Success Manager in London to play an influential role in our post-sale customer experience in the European region and have a major role in our ambitious growth plans. You will join a globally growing customer success team, working seamlessly in partnership with our wider commercial team.

In this role, you will proactively train, nurture and develop value-based relationships with our customer base across the global energy and shipping spectrum. You will help to deliver on their needs and ambitions through a laser focus on onboarding, engagement, adoption. This will help to ensure that renewal and growth are a success.

You will be the first point of contact for our existing users, harnessing a solutions-focused knowledge of the product and striving to elevate customer health with each interaction. You will act as a trusted partner to clients as you move them through the customer journey, continually seeking to match their needs with our products and services.

As the primary champion of client experience, you will interface closely and dynamically across the business, orchestrating a best-in-class experience for existing and prospective users. You will coordinate seamlessly between the commercial organisation, subject matter experts, marketing, product and R&D.

You will be hungry to expand your network of contacts within the customer base, virtually and in person, to promote the way in which we add value. You must be an adaptive and driven self-starter that thrives in the face of challenge, with a resourceful and positive approach to problem-solving in a fast-paced and constantly evolving scale-up environment.

You will be responsible for:

• Understanding our client's strategic goals and needs, in detail, and continually prioritising and executing customer success programs and touchpoints to drive onboarding, adoption and to secure retention.
• Building and nurturing relationships with clients: leveraging product/domain knowledge to collaborate on long-term relationships with clients, improving use cases to drive success.
• Prioritising your book of business; collaborating daily with internal stakeholders to develop targeted user-level and account-level plans.
• Driving Growth: Monitoring customer health to drive, identify and log growth opportunities.
• Providing customer training, and coordinating service & support needs, both in person and virtually.
• Proactively sharing knowledge and best-practices with clients, as well as internally.

Requirements Skills & Experience:

• Must have experience in energy, shipping or in the wider commodity/financial/trading or data & analytics sector.
• Have experience in Customer Success, with proven record of partnering with customers on their needs.
• Client-first mentality and track record of adoption, churn prevention and renewal success.
• Several years' experience within a customer success, sales or business development role (B2B SaaS experience a plus).
• Strong relationship building and relationship management skills.
• First-class communication skills - verbal and written.
• Experience using customer success analytics tools, including CRM systems; experience using data to inform decisions and with a measurement-orientated approach.

It would be great if you also:

• Have excellent engagement and influencing skills with an ability to establish trusted advisor relationships with business decision makers.
• Have exceptional organisational skills, communication and active listening skills.
• Have strong business acumen and problem-solving skills.
• Are data-minded with an excellent ability to manipulate and organise analytics for decision making. An understanding of Python in business use, APIs, integration processes would be a bonus.
• Are results orientated with the ability to prioritise multiple objectives and work effectively in ambiguous situations.
• Value working in an open and collaborative environment.
• Have an ability to handle the big picture as well as deep dive into details, and can tell stories about solutions, value and relationships.

Benefits:

• A vibrant, diverse company pushing ourselves and the technology to deliver beyond the cutting edge.
• A team of motivated characters and top minds striving to be the best at what we do at all times.
• Constantly learning and exploring new tools and technologies.
• Acting as company owners (all Vortexa staff have equity options) - in a business-savvy and responsible way.
• Motivated by being collaborative, working and achieving together.
• A flexible working policy - accommodating both remote & home working, with regular staff events.
• Private Health Insurance offered via Vitality to help you look after your physical health.
• Global Volunteering Policy to help you ‘do good' and feel better.