Enterprise Customer Success Manager

About Gorilla 🦍🌱

Join us at Gorilla and be part of a mission to transform the energy industry. At Gorilla, you'll play a vital role in delivering cutting-edge data solutions for a lower-carbon future. We focus on providing efficient, reliable, and flexible SaaS solutions for data processing and analysis in the energy sector. Together, we're driving digital transformation, maximizing ROI for clients, and contributing to achieving net-zero emissions through technology and data-driven insights.

Mission ⚡️

As a Customer Success Manager, your mission is to drive customer success by building strong relationships, providing strategic guidance, and delivering exceptional service. You will deeply understand customers' needs, tailor solutions to meet their unique challenges, and empower them to maximize the value of our product. By collaborating with internal teams, you will integrate customer feedback to foster innovation and enhance our offerings. Your proactive approach and dedication to excellence will ensure our customers achieve their business goals, reinforcing our reputation as a trusted partner in their success.

Key Responsibilities 🙌

Value Realization and Customer Satisfaction

• Drive customer satisfaction by maximizing the value of Gorilla's products through understanding their business needs and mapping their organization.
• Ensure value for all stakeholders by providing proactive service and navigating customer dynamics to drive product adoption.
• Support professional service teams in delivering tailored solutions.

Cross-Sell Lead Generation

• Identify opportunities for new product applications within existing customer accounts by understanding their evolving needs and business challenges.
• Leverage relationships to generate cross-sell leads, promoting additional products and solutions that enhance overall value.

Renewal Management

• Proactively manage customer renewals by understanding their ongoing needs and demonstrating the continued value of our products.
• Foster strong relationships, address any concerns, and collaborate with internal teams to ensure a smooth and successful renewal process.

Requirements - Key Competencies 🔑

Customer-Centric Problem Solving

• Proven ability to understand customer needs and business objectives.
• Skilled at identifying root causes of issues and developing strategic, long-term solutions.
• Experience collaborating with cross-functional teams to drive product adoption and value realization.
• Having previous experience with Enterprise customers is a must.

Relationship Management and Sales Acumen

• Excellent interpersonal and communication skills with a track record of building strong customer relationships.
• Ability to work effectively with product and professional services teams.
• Demonstrated ability to proactively identify and leverage sales opportunities to enhance overall value and drive business growth.

Cross-Sell Lead Generation

• Experience in identifying opportunities for new product applications within existing customer accounts.
• Ability to understand evolving customer needs and business challenges.
• Proven track record of leveraging relationships to generate cross-sell leads and promote additional products and solutions.

What's in it for you 👀💰

• Flexible work options - whether you choose Office Mix or Remote First Mix (currently available within certain timezones and locations). We offer country-specific mobility benefits and the ability to work flexible hours. You will be equipped with the best technology for remote work.
• A job with purpose At Gorilla, we’re not just watching the world change—we’re making it happen! 🌍⚡ We provide cutting-edge data services to energy retailers, helping them tackle climate change while keeping the lights on; we’re here to make a big impact and have some fun along the way.
• Remuneration Approach, which is clear and no-nonsense based on your experience and location.
• Core Benefits - Wherever your location, you can expect a generous PTO allowance, health insurance coverage
• Career Growth Opportunities As Gorilla is growing at an incredible pace, you can leave your mark – growing alongside Gorilla. Lifelong learning is essentially embedded in our organization, and we care about your individual dreams and ambitions beyond work.