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EU Customer Success Lead (based in London or the EU) at Fabriq

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  • Remote
  • fulltime

About the role

We are hiring an experienced Customer Success Lead with strong project-delivery, customer-engagement, and problem-solving skills to help Fabriq continue its expansion in Europe. The individual will be part of a team dedicated to onboarding new customers and enabling existing customers to get maximum value out of Fabriq’s SaaS-based solutions. Candidates should be fluent in German and/or other European languages (e.g., French, Dutch, Italian) on a professional basis. This is a full-time position that can be based anywhere in Europe and/or out of the company's London offices.

Candidates should also have a background or interest in enterprise-SaaS solutions, sustainability, energy management, smart buildings, ESG and/or PropTech and be able to demonstrate an understanding of how digital solutions can be applied to meet financial and non-financial objectives. Candidates should also be comfortable collating and analysing customer feedback, communicating specifications of products or solutions to engineering and product teams, showcasing and communicating the value that SaaS solutions offer, and engaging directly with customers and stakeholders who have technical and/or non-technical backgrounds as a subject-matter expert.

Specific duties

  • Serve as expert in Fabriq’s SaaS platform and lead/manage the delivery of projects involving Fabriq’s products and services
  • Gather and analyse customer requirements and conceptualise and articulate appropriate technical and non-technical solutions
  • Develop project plans and statements of work and track project budgets and progress with aim to ensure successful implementations
  • Engage with key customer contacts and collaborate with third parties and partners as required to deliver solutions and services to Fabriq customers
  • Collaborate with technical team to set up or configure Fabriq’s software platform per customers’ requirements and troubleshoot technical issues raised by customers
  • Serve as Fabriq’s primary contact for the onboarding of new customers, the training of system end users, as well as post go-live support
  • Gauge customers’ levels of engagement with Fabriq’s SaaS solutions and provide feedback to product team regarding product and service improvements
  • Provide insights to customers to ensure that they get the most out of Fabriq’s full range of solutions with aim to help grow Fabriq’s customer base
  • Maintain records pertaining to customer accounts and manage other ad hoc account-management and administration activities as required
  • Take on leadership role to help Fabriq grow its customer-success team and capabilities

Desired qualifications and skills

  • A technical background (degree in information systems, computer science, data analytics, or electrical/mechanical/industrial engineering and/or equivalent experience)
  • At least 3 years of professional experience in one or more of the following areas: commercial real estate, sustainability and ESG management, energy management, project management, customer/operations support, enterprise-software implementation, technology/IT consulting
  • Interest in working in one or more of the following sectors: sustainability/ESG, ClimateTech, PropTech, enterprise SaaS
  • Experience employing project-management best practices and taking part in delivering successful projects involving technical products
  • Level 1 or 2 customer-support experience (ideally acquired in the enterprise-SaaS space)
  • Intermediate/advanced level of proficiency in using Microsoft Office as well as project-management, issue-tracking, customer-support, and CRM software/tools
  • Orientation towards achieving results autonomously and creatively in an entrepreneurial setting
  • An absolute eye for detail and an indomitable focus on product and customer delivery
  • Fluency in German and English
  • Experience with analytics solutions, data-migration/systems-integration projects, and importing data via ETL, FTP, HTTP, and API
  • Experience with and knowledge of metering equipment and IoT technologies an extra plus
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