Customer Success Hero (f/m/d) in climate-tech start-up

exnaton is a startup, spun out of ETH Zurich, which offers AI software for renewable energy to utility companies. Our software enables energy providers to set up energy communities and smart energy tariffs in their distribution areas. Users of our product can track their energy consumption and buy renewable energy from their neighbors, which makes investing in the energy transition simple and fun! 

Prosumers, dynamic electricity tariffs, and energy sharing are driving the energy transition and becoming integral components of the decentralized energy world. Our software is a cloud application that processes smart meter data and computes smart real-time prices for locally produced energy which makes renewable energy financially more attractive. End-users receive an app that maps the sources of their energy, making their electricity consumption more understandable.

Our team is growing and we are looking for passionate and talented people to complement our team. We are a diverse team, all driven by the shared goal of using technology to create a sustainable impact in our society. If you're enthusiastic about contributing to this exciting journey, we invite you to be a part of our innovative and motivated team.

The job can be performed remotely in EU countries. For this specific role, fluency in German is required.

As a Customer Success Hero at exnaton, you will join our 40-person team and shape the company and its vision from the ground up. You will play a pivotal role in bringing a product to market that enhances the attractiveness of renewable energies. Our customer relationship starts with an initial setup project of our software in the customers’ IT landscape, and continues with the customer using our product over a long period of time. You will be leading the interaction with our enterprise customers throughout their journey with us by:

• Onboarding new enterprise customers to our SaaS solution and leading the setup and integration projects,

• Acting as a primary point of contact for customer support, handling helpdesk requests, troubleshooting issues, and ensuring timely, high-quality resolutions,

• Supporting customers in getting the most value out of our software, combining reactive helpdesk support with ongoing guidance and best practices,

• Building strong customer relationships, starting with a successful onboarding, continuing throughout the customer journey using our product,

• Collaborating closely with colleagues in our Sales, Product and Engineering teams to deliver on time, in quality and within budget,

• Revising our onboarding material and integration process,

• Gathering customer feedback and identifying customer needs for the continuous improvement of our product,

• Supporting business development with industry partners (e.g., SAP, bpc, Theben),

• Being adaptable to evolving sales strategies and incorporating feedback for continuous improvement.

We define ourselves by a culture of collaboration and ownership. We’re looking for a driven, capable, and thoughtful person to add to our mission. We are looking for someone who:

• Holds a bachelor's degree in Business Administration, Management, Sales, Computer Science or related fields, or has relevant professional experience,

• Has a good understanding of diverse customer and stakeholder personas and can empathize with various perspectives,

• Has experience with ERP systems and software integration projects,

• Demonstrates strong verbal and written communication skills that are essential for effective outreach and interaction with potential clients,

• Easily gets familiar and is used to working with new software tools and has an affinity for technology, can learn to set up demo systems fast,

• Has a proven track record of supporting customers or driving technical sales in a software environment,

• Is capable of setting and communicating priorities, completing tasks, and meeting deadlines,

• Has a strong interest in digitalization and sustainability and a good understanding of how the energy market works; basic knowledge of renewable energies is a plus, as well as the motivation to continuously deepen this knowledge,

• Is fluent in English and German (this is a strict requirement, but fluency in other languages is also a significant plus),

• Is quick to learn and derive energy from interacting with people, and has no hesitation in engaging with unfamiliar individuals,

• Is a team player and feels comfortable in a dynamic startup environment.

At exnaton, you'll be part of a small and driven team doing genuinely important work - building the technology that's helping reshape how energy is produced and consumed. Here's what comes with the role:

• A competitive salary and equity package,

• Flexible working hours and a remote-first way of working, as we support those being based in different locations,

• A virtual office that actually works - tools and rituals designed for meaningful collaboration across different locations,

• Perks that support the whole you, from a sports membership or Headspace subscription to a dedicated Mental Health Day, and a holiday that grows with your tenure,

• Invest in your growth: a personal learning budget and bi-weekly learning focus time, protected in your calendar,

• Two team retreats a year, when we come together in person to work and have fun,

• Work that matters - exciting technology, a mission you can get behind, and teammates who genuinely care about both.