Customer Success Operations Analyst (Remote - U.S.)

About Energy Exemplar 

In an era where the world is rapidly advancing towards a cleaner future through decarbonization, stakeholders from across the entire energy value chain are having to navigate the complexities of the energy ecosystem. We seek to enable our customers to do so with confidence.   

Our mission: Empowering Transformative Energy Decisions. 

Founded in 1999 in Adelaide, Australia, Energy Exemplar’s PLEXOS® modeling and simulation software is trusted by innovative organizations across the globe. On one unified platform, stakeholders from across the entire energy value chain are revolutionizing the energy ecosystem and seamlessly planning for the future of energy with unprecedented clarity, speed, and innovation.  

Our impact is global and is being recognized across the industry: 

• Finalist for the 2024 Reuters Global Energy Transition Awards in the 'Technologies of Change' category  

• Finalist for the 2024 Go:Tech Awards in the 'Most Innovative Use of Technology’ category 

• 2022 USEA/USAID Corporate Volunteer of the Year   

• 2022 Impact Award Winner for our impact on the energy industry and the current energy transition  

At Energy Exemplar, we believe in empowering our people by offering flexibility in how, when, and where they work. This flexibility has been a cornerstone of our success, fueling significant growth over the years, with the company expanding at an impressive rate of approximately 30% year over year. We understand that the best results come when our team members can balance their professional and personal lives, so we support various working arrangements that help you thrive. 

We don’t just celebrate the excellence of our products but champion the quality of our people. They own their outcomes and perform to their best – every day. whether you're working from home, in the office, or on the go. Our flexible work culture fosters innovation, collaboration, and trust, making it easier to stay engaged and connected, no matter where you are. That’s what makes us who we are and a great place to work. Our core values ‘Customer Success’, ‘One Global Team’, ‘Integrity and Ownership’ and ‘Innovation Excellence’ reflect the way we work and are always at the forefront of everything we do. 

About the Position

We are looking for a strategic and analytical Operations Manager for Customer Success to optimize processes, data, and technology that drive retention, expansion, and efficiency within our Customer Success (CS) organization. This role will work closely with regional CS leadership, Revenue Operations (RevOps), Sales, Finance and Product teams to ensure seamless customer experiences, effective reporting, and scalable operations.

Strategy & Process Optimization

• Customer Lifecycle: Monitor the adherence to and effectiveness of Customer Success Manager (CSM) touch points along the customer journey to drive optimal adoption and net promoter score
  • Drive process enhancements to monitor and facilitate customer engagement and satisfaction by ensuring the delivery of efficient and prompt service to customers (e.g., quotes, data sets, NPS, support Service Level Agreements (SLAs), etc.)
  • Collaborate with the Customer Success teams to develop and implement strategies to increase customer retention and satisfaction
  • Improve processes for the execution, accuracy, and speed of invoicing, account receivables, and colle