Senior Manager

**Introduction to GoNetZero**

GoNetZero empowers clients worldwide to achieve their net-zero goals. As a global decarbonisation solution provider, it offers comprehensive end-to-end solutions through its digital platform and verified environmental attributes (EAs), including Renewable Energy Certificates and carbon credits. It is the carbon management business of Sembcorp Industries, a Singapore Stock Exchange-listed company.

GoNetZero’s suite of digital solutions includes Measure - which enables clients to begin their net-zero journey by assessing their organisations’ emissions; Manage - which allows clients to view, manage, and retire their EAs portfolio seamlessly on a single platform; and Perform - which helps clients maximise the output and lifespan of their renewable energy assets across multiple sites on a single dashboard. Additionally, GoNetZero provides custom solutions tailored to clients’ decarbonisation needs.

Since its launch in 2022, GoNetZero has supported over 80 clients globally through its established offices in Singapore, the UK, and Vietnam.

**Key Responsibilities**
- Strategic Customer Management: Develop and implement strategies to maximize customer satisfaction, retention, and growth.
- Leadership and Team Development: Lead and mentor a team of customer success professionals, fostering an environment of continuous improvement and excellence.
- Advanced Technical Support: Serve as the primary point of contact for high-level technical inquiries, working with technical and Group Digital teams to troubleshoot complex issues, and ensuring timely resolution.
- Customer Advocacy: Build strong relationships with key customers, acting as their advocate within the organization to ensure their needs and expectations are met. Work with Product team as customer advocate.
- Product Expertise and Feedback: Act as an expert on our products, providing insights to customers, and channeling customer feedback to the product team for enhancements.
- Performance Metrics: Define and monitor key performance indicators for customer success, including customer engagement, satisfaction, retention rates, and overall customer health scores.
- Cross-functional Collaboration: Collaborate closely with sales, product, technical and Group Digital teams to align on customer goals, product improvements, and business strategies.
- Training and Education: Develop comprehensive training materials and programs for customers, enhancing their understanding and use of our products.
- Account Growth: Identify opportunities for account expansion and collaborate with sales teams to ensure growth attainment.

**Requirements**:

- Bachelor’s or Master’s degree in a technical field, such as Computer Science, IT, Engineering, or a related area
- 5+ years of experience in a technical sales or presales engineering role in SaaS or software industry
- Experienced in providing product demos and conduct technical presentations for prospective clients
- Strong technical acumen with the ability to translate complex technical concepts and challenges into actionable plans
- Exceptional communication, interpersonal, and relationship-building skills
- Strong analytical and problem-solving abilities, coupled with an organized and proactive nature
- Experience in solar industry will be an advantage
- Experience in customer success a plus
- Mandarin speaking is a plus due to potential new market entry

At Sembcorp, our shared corporate behaviours underpin all the work that we do in building a sustainable future:

- **Institution-first Mindset**:

- Put the interest of the Group ahead of individual interests.
- **Collaboration**:

- Deliver through collaborating across markets, businesses and functions.
- **Accountability**:

- Hold team and self accountable to deliver on our commitments.

Working Location: 30 Hill Street Singapore 179360