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Customer Success Specialist



Customer Service, Sales & Business Development
Brentford, UK
Posted on Thursday, May 23, 2024

About Us:

OpenSolar was founded in 2017 by global pioneers in solar software - Andrew Birch and Adam Pryor. OpenSolar exists to accelerate the adoption of solar and renewable energy globally. We provide the world's clean energy professionals with an end-to-end digital design, sales and management software to grow their businesses, free of charge.

OpenSolar is driven by its mission to accelerate the adoption of solar for a world powered by sunshine by 2050. We stay focused on our mission by obsessing over the experience of our end users, being open and honest, solving problems through careful and deliberate design, and by keeping things simple.

OpenSolar is a truly global organization with our team spread across 10 countries and our user base spread over 130+ countries. Find out more about our world class crew here:

At OpenSolar, we are dedicated to cultivating a workplace that celebrates diversity and promotes inclusivity. Our goal is to build a team that is reflective of the communities we serve, recognising that diversity brings strength and richness to our organization. We believe that everyone should feel empowered to bring their authentic selves to work and we are committed to creating an environment where all employees are valued, respected, and supported. We actively seek to attract and retain a talented workforce that represents the breadth of our society. We provide equal opportunities for everyone to thrive and advance in their careers, enabling them to achieve their full potential.

This is your opportunity to be part of the clean energy movement, creating a lasting impact on the world. All while being part of a passionate, fun, and highly collaborative team.

The Role:

The Customer Success & Sales Specialist role is a full-time permanent position with a fully remote working model based in the UK. Reporting to the Head of Pro Experience Europe, the primary objective of the role is to deliver an excellent sales optimization and service model to solar installers (referred to as Pros) on the OpenSolar software platform. This is achieved through conducting sales onboarding, training, and sales optimization to ensure success and longevity on the platform. Strong performance in first-level customer success and sales is a key criteria for this role. The candidate will position OpenSolar well externally, promote the brand, and drive Pro growth and sales optimization.

What you’ll be doing:

  • Provide direct training and support (web-based) for users of the OpenSolar platform.
  • Conduct sales calls with new users of OpenSolar to manage successful onboarding, implementation & support.
  • Host partner and training webinars to help drive OpenSolar usage and platform optimisation.
  • Identify and manage sales opportunities within the German market
  • Strategically manage medium to high impact users as their Customer Success specialist
  • Represent the company at trade fairs and conferences to increase brand awareness and platform usage: engage with attendees to promote the platform's benefits and features, collect feedback from attendees, collaborate with the business development team to follow up on leads and partnerships.
  • Report on key metrics to drive success in user support and in the development of strategies to scale.
  • Support the Head of Pro Experience on strategic growth initiatives including onboarding plans for high impact users and other revenue generating activity
  • Work in conjunction with the global support team to share best practices and create a virtual team community and support best practices.
  • Document user feedback for product solutions, working directly with the OpenSolar development team.

What you’ll need:

  • Have a genuine passion for helping users succeed through software training & support.
  • Excellent customer facing skills - good listener, flexible customer service style with excellent written and oral communication skills.
  • Ability to manage and analyze large datasets.
  • Ability to effectively collaborate with and work towards achieving specific targets and goals within timelines.
  • Introductory marketing skills (experience with Mailchimp, HubSpot, and Zendesk preferred).
  • Highly organized, good time-management and structured in your work style.
  • High attention to detail and a passion for problem solving.
  • The desire to positively contribute to shaping organizational culture and be part of a diverse team.
  • A passion for the environment and scaling clean energy.

What we bring:

  • A passionate, driven, and highly collaborative team
  • We are a mission focused organization with a well-being led culture.
  • A diverse, equitable and inclusive work environment where we celebrate everyone.
  • Professional development and support of your individual growth
  • Constant exposure to new opportunities to learn and grow
  • A fast-paced work environment with leading technology solutions
  • Flexible leave options so you can shape your life-work priorities.
  • An opportunity to be part of the clean energy movement, creating a lasting impact on the world