Senior Customer Success Manager

The Company

World Energy is a low-carbon solution pioneer working with world leading companies to help meet their net- zero commitments. Through our affiliated businesses, World Energy operates in sustainable aviation fuel, clean hydrogen, advanced biofuels, and fully transparent decarbonization services. We are collaborating to create solutions to the biggest decarbonization challenges in the hardest-to-abate sectors. For over 25 years World Energy has been at the forefront of commercializing renewable fuels and is now developing major new

projects in California, Texas, and Newfoundland that help business leaders accelerate their efforts to make net- zero real.

Job Summary:

· The Senior Customer Success Manager role is responsible and accountable for the essential linkage between the customer and World Energy post contract signing. This role is critical to establishing world-class onboarding and operational service to our new customers. The leadership of this role will be pivotal in establishing the customer journey as well as creating exceptional operational servicing standards and processes. The Senior Customer Success Manager will engage, partner with and drive collaboration across many functions within World Energy and will be the liaison to ensure that all commitments made in the contract will be met from both the customer and World Energy and communicated proactively. This role will report to the Managing Director, Decarbonization Services and create a best-in-class customer service experience while driving WE’s vision, mission, strategy and values in a clear and purposeful manner.

Responsibilities:

· Cultivate and maintain strong long-term relationships with incoming and existing customers to promote transparency, trust and efficiency, build brand loyalty and encourage customer account growth.

· Ensure the delivery of outstanding customer service to each and every customer consistent with World

Energy’s customer journey map.

· Attend customer meetings during the contracting stage with the commercial sales team to gain a thorough understanding of the deliverables from an operational and onboarding perspective, and ensure realistic terms can be executed by both Word Energy and the customer.

· Work closely with all stakeholders and subject matter experts to create concise and effective operational plans for each customer. Ensure agreement between all WE functions needed for the delivery of these plans and set appropriate expectations on the part of the customer.

· Create the role of ‘*_customer advocate’ *_at World Energy and drive shift in the culture to a purposeful mentality of outstanding customer service at all stages of the journey.

· Act as the World Energy operational expert and lead the execution between the customer and World Energy operations including Finance, Accounting, IT, AR etc. Coordinate internal and external resources to expedite workflow.

· Develop and recommend streamlined and effective workflows for post-sale processes to ensure both

parties can meet each other’s need for information, billing, payments, etc.

· Identify trends or patterns in operational issues and proactively recommend improvements to workflows and procedures that increase efficiency and maximize customer satisfaction.

· Initiate and lead the customer onboarding process to ensure smooth transition from the sales process to the outstanding customer service arena.

· Resolve issues and opportunities for clients by partnering directly with World Energy’s internal teams.

· Work hand-in hand with World Energy’s internal teams to develop and deliver a customer-centric team environment and outstanding approach to operational functions.

· Accountable for documentation and customer due diligence compliance.

· Develop and maintain customer-success metrics and relevant data.

· Promote outstanding customer satisfaction through customer advocacy, proactive and effective service delivery, and ensure prompt and effective response to all inquiries and issues.

· Facilitate customer understanding, registration and use of book and claim registries; develop comprehensive understanding of sustainability reporting requirements and customer sustainability reporting needs.

· At such time is necessary and appropriate, hire support staff as needed.

Required Skills and Qualifications:

· 5-8 years of experience in customer experience and customer advocacyroles

· Experience developing and refining internal processes and workflows to maximize internal and customer interactions and experience

· Strong verbal and written communications skills with ability to translate technical and contractual information into executable operational language

· Demonstrated Passion for creating, driving and delivering world class customer service

· Understanding of the sales, service and retention cycles of Fortune 500 customers

· Experience in/ knowledge of the renewable energy and decarbonization services a plus

· Must excel in an entrepreneurial environment where passion for the mission and the customer is central to the work we do

· Superb problem solving and facilitation skills specifically as it relates to onboarding and servicing large customers

· Outstanding attention to detail with excellent initiative, follow through, project management and ability to juggle multiple priorities and competing deadlines

· Demonstrated abilities in collaboration, relationship building and bringing groups of people together to create a unified approach to world class customer experience

· Experience working on decarbonizing multiple sectors such as aviation, shipping, trucking and metals is preferred

· Strong understanding of internal work flows such as accounting, accounts payable, accounts receivable, CRM processes.

We are conducting a nationwide search and are flexible in location. This position will have the flexibility to work from home as well as be expected to travel to several corporate and customer meetings. Travel is expected to be about 25% of the role.

Equal Opportunity Policy

World Energy, LLC is an Equal Employment Opportunity Employer that is committed to inclusion and diversity. It takes affirmative action to offer employment and advancement opportunities to all people, including minorities, women, protected Veterans, and individuals with disabilities. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected Veteran status or any other protected characteristic.

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Tuition reimbursement
• Vision insurance
• Work from home

Work Location: Remote