Client Success Manager

Job Title: Client Success Manager

Location: (including hybrid): Melbourne, Australia (2-3 days in our WeWork Office)

Salary: $110,000 - $135,000 + super

Kaluza wants to power a world where net-zero is within everyone’s reach, by building the platform that will accelerate a sustainable, affordable and resilient energy transition. It’s a huge challenge, but often the toughest problems are the most rewarding to solve.

Since launching in 2019, Kaluza’s technology has been empowering some of the biggest energy suppliers to better serve millions of customers.

From revolutionising billing to smart electric vehicle charging, our real-time cloud platforms transform supplier operations, reducing cost to serve and boosting engagement. And most importantly, they enable suppliers' customers to drive decarbonisation with smart, low carbon technologies.

Where in the world of Kaluza will I be working? 

You’ll be joining Kaluza’s Client Success community.  We are a team of people relentlessly focused on helping our clients realise maximum value with Kaluza’s technology and services.

What will I be doing?

As a Client Success Manager, you will ensure our clients achieve success with our software solutions. You will foster strong relationships, develop a deep understanding of clients' business priorities, drive product adoption and orchestrate Kaluza’s support, services, and product teams to maximise our impact and our clients’ satisfaction.

Responsibilities include:

• Serve as the primary point of contact for clients, representing Kaluza at all levels within the client organisation.
• Build and maintain strong, long-term relationships with client stakeholders and advise them on their use of the Kaluza platform. 
• Develop holistic understanding of client's business needs and objectives and how Kaluza can help achieve them. 
• Act as a liaison between clients and other internal teams (e.g. product, engineering and support) to ensure commitments are met and value is maximised.
• Participate in the management of high-severity incidents, advocating for clients and guiding response team based on client-specific considerations.
• Lead internal coordination of client engagement activities, encouraging a unified and client-centric approach.
• Support client in raising technology/feature requests to product, technology and support teams.
• Encourage adoption of features and capabilities including by delivering customised reviews of new releases
• Identify needs for new services.
• Facilitate routine cadence of health checks and service reviews.
• Support commercial teams in renewal and expansion sales activities, as needed.
• Collect client feedback and provide insights to help improve our products and services.

Kaluza is currently in an exciting growth phase, undergoing the next stage of our international expansion. This will further reinforce our capabilities as a globally distributed energy platform.

Is this the job for me?

Ideally you’ll have/be

• At least 2 years of experience in Client Success, Account Management, or a related field such as Consulting, preferably in the software industry.
• Excellent communication skills, strategic thinking and a customer-first mindset.
• Passionate about working with stakeholders across Kaluza and its clients to deliver outstanding client experiences.
• Skilled at facilitating communication between business and technical teams.
• Ability to understand technical concepts and explain them in a customer-friendly manner.
• Problem-solving mindset with a proactive and strategic approach.
• Experience in energy retail or the utilities industry. 
• Alignment with the Kaluza values and mission.

Kaluza Values

Here at Kaluza we have five core values that guide us as a business: 

We’re on a mission, We build together, We’re inclusive, We get it done, We communicate with purpose.

Our values are not words on a wall — they are at the heart of our culture. They are how we make decisions and how we treat each other. They are concrete and clear, and reflect what we as people, and as a business, really care about.

Kaluza’s vision is to power a world where net-zero is within everyone’s reach. Would you be interested in joining us to help achieve this?

From us you’ll get

From day one, you will get:

• Progressive leave policies 
• Annual discretionary bonus
• Dedicated personal learning and home office budgets
• Flexible working — we trust you to work in a way that suits your lifestyle
• Default Superannuation Fund
• 26 days holiday

We'll then build out our benefits and progressive policies soon to ensure your Total Reward package is highly competitive, and that you're well looked after.

We want the best people

We’re keen to meet people from all walks of life — our view is that the more inclusive we are, the better our work will be. We want to build teams which represent a variety of experiences, perspectives and skills, and we recognise talent on the basis of merit and potential.

We understand some people may not apply for jobs unless they tick every box. But if you're excited about joining us and think you have some of what we're looking for, even if you're not 100% sure, we'd still love to hear from you.

Find out more about working in Kaluza on our careers page and LinkedIn.