• Partner with Sales, Marketing, and Account Management to drive account expansion and revenue growth by enabling customers to maximise the value of their software investments across EMEA. • Gather customer feedback, analyse data, and engage directly with customers to understand regional needs and deliver actionable insights to Sales, Marketing, and Product teams. • Lead, mentor, and inspire a geographically distributed team of Customer Success Managers, driving performance, consistency, and excellence across EMEA. • Collaborate with internal teams to define, standardise, and continuously improve the post-implementation customer journey, optimising satisfaction and product adoption across diverse markets. • Work with Marketing to define customer segmentation and develop regionally relevant strategies that improve retention, renewals, and long-term engagement. • Design and implement scalable, repeatable customer success playbooks and processes that support consistent delivery across multiple countries and cultures. • Develop and execute a comprehensive customer retention strategy, emphasising effective onboarding, proactive account management, and churn minimisation across EMEA. • Define and track customer success metrics including NPS, adoption, retention, renewals, and expansion, using insights to drive continuous improvement. • Partner closely with Sales, Product, Solutions, Support, and Executive teams to ensure customer satisfaction, expanded solution usage, and effective escalation management. • Identify opportunities to increase customer value, engagement, and “share of wallet” across the EMEA customer base. • Establish and maintain high-quality onboarding practices that reflect Energy Exemplar’s commitment to excellence and support long-term customer success.

• Lead client onboarding and training sessions to ensure a smooth implementation and strong adoption of the platform. • Act as the main point of contact for clients, providing technical guidance, troubleshooting support, and tailored recommendations. • Build and maintain strong relationships with stakeholders by understanding their business goals and challenges. • Manage client-facing projects, coordinating cross-functional teams to ensure timely delivery and an excellent customer experience. • Partner with Sales teams to support renewals, identify upsell and cross-sell opportunities, and contribute to revenue growth. • Advocate for customer needs internally by collaborating with Product, Engineering, and Sales teams to improve the client experience. • Proactively engage with clients to maximize product usage, satisfaction, and long-term success. • Monitor customer performance metrics, prepare reports, and share insights, success stories, and case studies to demonstrate business impact.

• You are the primary point of contact across the entire customer lifecycle, from onboarding and ongoing requests to contract termination • Independently handle and document tickets • Coordinate the necessary internal steps and ensure customer issues are resolved efficiently • Identify patterns in day-to-day support and help us develop scalable solutions

Role Description Cognier Inc is seeking a highly motivated and experienced Customer Service Manager to join our dynamic team. In this key leadership role, you will be responsible for overseeing the customer service department to ensure outstanding service delivery and customer satisfaction. You will lead a team of customer service representatives, implementing best practices, training programs, and performance metrics to drive continuous improvement. The ideal candidate will have a strong background in customer service management, excellent communication skills, and a passion for creating a positive customer experience. This role will also involve collaborating closely with other departments such as sales, marketing, and product development to ensure customer feedback is integrated into business strategies. - Lead and manage the customer service team to achieve departmental goals and objectives. - Develop and implement customer service policies, procedures, and standards. - Monitor and evaluate team performance to ensure high levels of customer satisfaction. - Provide training and professional development opportunities for customer service staff. - Handle escalated customer inquiries and resolve complex issues promptly. - Collaborate with other departments to enhance the overall customer experience. - Analyze customer feedback and data to identify trends and areas for improvement. - Prepare regular reports on customer service performance and initiatives. Qualifications - Proven experience as a Customer Service Manager or similar leadership role. - Excellent communication and interpersonal skills. - Strong problem-solving abilities and conflict resolution skills. - Ability to lead, motivate, and develop a high-performing team. - Experience with customer service software and CRM systems. - High level of organizational and time-management skills. - Bachelor’s degree in Business Administration, Management, or related field preferred. - Ability to analyze data and generate actionable insights. Benefits - Health Care Plan (Medical, Dental & Vision) - Paid Time Off (Vacation, Sick & Public Holidays) - Family Leave (Maternity, Paternity) - Work From Home - Wellness Resources