• Mayssa Chahbi
• November 12, 2024
• Career

About Nexxtlab

Overview

Your Responsibilities

• As a Customer Success Manager within the Onboarding & Support team, you will be part of the broader Customer Team. Your primary focus will be to guide customers through a seamless onboarding process, foster a long-term relationship built on trust, and provide ongoing support that ensures their success with our products. Specifically, your responsibilities will include:
  
• Onboarding: Guide customers through every stage of onboarding, from installation to full operational readiness. You’ll ensure that they are set up for success and understand how to get the most from our energy management solutions.
  
• Training: Conduct personalized training sessions and workshops—both online and on-site—to ensure that customers are confident in using our products. Tailor these sessions to meet the diverse needs of different users.
  
• Integration: Ensure that all system components (e.g., PV systems, charging stations, heat pumps, battery systems) are optimally integrated into the customer’s energy management setup, ensuring seamless operation.
  
• Customer Relationship Management: Act as the primary point of contact for customers, developing strong, trust-based relationships. Your role is to act as the voice of the customer within Nexxtlab, ensuring their feedback is heard and their concerns are addressed.
  
• Ongoing Support: Provide timely, high-quality support to address technical issues and inquiries, ensuring continuous customer satisfaction.
  
• Documentation: Maintain clear and detailed documentation of all interactions, processes, and solutions to enhance internal transparency and communication.
  
• Knowledge Management: Contribute to the creation and maintenance of a customer-facing knowledge base, offering self-service resources that help customers resolve common issues and use our products more effectively.
  

Your Profile

• You are passionate about helping customers succeed, with a knack for solving problems and making technical topics easy to understand. Ideal candidates will have:
  
• Professional experience in Customer Success, Onboarding, or Technical Support, ideally in the energy management or renewable energy sector
  
• Strong proficiency in French, English and Luxembourgish; German or Dutch is a plus
  
• A technical understanding of energy management and control of assets such as photovoltaic systems, charging stations, heat pumps, and battery systems
  
• Proven experience in training and communicating with diverse customer groups
  
• A customer-first mindset, with a passion for fostering long-term relationships and ensuring customers get maximum value from our products
  
• Excellent communication skills, with the ability to simplify complex topics and tailor your approach to different audiences
  
• Strong documentation skills, with the ability to create user-friendly knowledge base content that supports customer self-service
  

What we offer

• A dynamic, international team and exciting challenges in the fast-growing energy transition sector
• Opportunities for personal and professional growth, including industry-specific training and certifications to enhance your skills
• Flexible working hours and the option to work remotely, supporting your work-life balance
• A competitive salary package, benchmarked against industry standards
• Access to the latest technologies and tools to help you succeed in your role
• A collaborative company culture that values input from all team members and promotes continuous improvement
• A forward-thinking approach, integrating tools like Hub Spot to enhance internal processes, including customer onboarding and support