Delivery & Customer Success Lead, APAC
Main tasks
Ampacimon offers Grid Enhancement Technologies (Software and Hardware solutions) to support the demand growth of electrical energy for transmission system operators (TSO) and distribution system operators (DSO). The APAC region, particularly Australia is an emerging market for Ampacimon with ambitious growth aspirations. The regional market growth for capacity optimisation of overhead lines and terminal equipment is supported by some customers embarking on pilots/proof of concepts, while others are budgeting for long term, network-wide deployments. The main functions of the Delivery & Customer Success Lead is to support Ampacimon’s commercial growth in the APAC region;
a) by executing customer technical delivery in line with contractual obligations and key financial targets
b) by providing post Go Live operational support to maintain a high degree of customer satisfaction, thus leading to account expansion
Project Delivery / Execution
- Responsible for delivering end-end customer solutions and business value.
- Act as the primary (sole) point of contact for all customer delivery topics / outcomes throughout the entire project lifecycle.
- Effectively coordinate and steer internal cross functional teams to meet delivery targets, timelines and project budgets.
- Focus on delivering customer outcomes by ensuring technical / functional deliverables are translated into tangible business objectives.
- Closely monitor and drive the progress of external delivery partners.
- Identify and maintain close contact with key decision-makers at customer organizations to expedite decision cycles and delivery milestones.
- Follow internal delivery processes (incl the use of SW tools) inline with company policies and practices.
- Prepare both external and internal presentations (e.g. progress reporting) with the right level of detail to suit the audience.
- Play a supporting role in the latter part of the sales cycle in order to ensure a smooth transition to delivery.
- Actively participate in process improvement efforts to derive resource efficiencies and improve project governance.
Customer Success / Post Go-Live Operational Support
- Triage customer queries and act as the first line of support (reactive).
- Act as the regional technical expert for customer line monitoring and ensure the reliability of the solutions during their lifetime (proactive).
- Proactively monitor customer production environments for anomalies, incidents, etc and coordinate with global teams to ensure Service Level Agreements (SLAs) are met.
- Coordinate with internal and customer teams to schedule SW system updates / upgrades.
- Develop a solid technical understanding of capacity optimization / grid enhancement technologies incl. global market trends.
- Pay close attention to new Ampacimon Dynamic Rating (ADR) SW releases to generate customer value.
- Conduct solution training for customers and regional partners.
- Support account expansion and retention initiatives led by sales.
Regional Business Expansion Support
- Support regional campaigns such as webinars, tradeshows and conferences.
- Work closely with customers to understand product / offering localization requirements to maintain a competitive advantage.
- Help identify and develop upsell opportunities within existing accounts.
- Support other initiatives led by the Country Manager as directed to support regional growth.
Qualifications and experience
Required
- Bachelor’s degree in Engineering, Technology or related field.
- 5years+ experience in project delivery, professional services in an external customer facing capacity.
- Experience in delivering innovative technology solutions comprising of software and hardware.
- Excellent communication skills with the ability to influence both internal & external stakeholders.
- Proficient in project & process management tools (Odoo, Confluence, Jira, etc).
Preferred
- Experience in energy / electrical utilities vertical.
- Familiarity with IoT, asset monitoring / control technologies.
- Experience in delivering enterprise software systems and / or SaaS service delivery models.
- Experience in working in start-up or scale-up environments.
- Previous project management experience.
- Proven experience with business analytics tools (Excel advanced, programming languages).
Working conditions
- Home office or co-working environment provided by the company.
- Travel to suit project & business needs, including to customer sites.
How to apply
To apply, please send your resume directly Pamoda Wijetunge: pamoda.wijetunge@ampacimon.com
