Customer Success Manager, Energy Analytics (US) | REQ 0043
Zema Global Data Corporation · Dallas, TX · 1 mo ago
RemoteRemoteCustomer ServiceFull-time
We need to output HTML fragment with sections: headings for each section that has real content. We must not repeat job title. We need to include sections like About Us, Position Overview, Ideal Profile, What You'll Be Doing (maybe break into sub-sections?), Essential, Desirable, Why Join Zema Global? Possibly Benefits? Not present. Pay/Schedule not present. So we omit those.
We need to use
for each section that has real content. We must not repeat job title. We need to include sections like About Us, Position Overview, Ideal Profile, What You'll Be Doing (maybe break into sub-sections?), Essential, Desirable, Why Join Zema Global? Possibly Benefits? Not present. Pay/Schedule not present. So we omit those.
We need to use - for any list of duties/requirements/benefits. The posting includes bullet-like sentences but not explicit bullet list. We need to identify lists: In "What You'll Be Doing" there are multiple paragraphs each starting with a bold heading (Customer Success Strategy, Strategic Customer Partnership, Onboarding and Enablement, Customer Success and Service Oversight, Internal Collaboration). Those could be considered sections; but we need to decide whether to treat them as subheadings? The instruction: use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we should map content to those standard headings if possible. But we can also create other headings if they match content? The instruction says use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It seems they expect those typical headings. However they also say "include a section ONLY when the posting has real, specific content for it". So we need to decide which of those standard headings apply.
We have: About Us (could map to About the role? Actually About Us is about company, not role. Could be "About the role"? Not exactly. But we could use "About the role" for position overview. However they said do NOT repeat the job title as a heading. They didn't forbid using About the role. We can use "About the role" for Position Overview. "About Us" could be considered "About the company" but not in list. Maybe we can omit About Us? But we must preserve ALL substantive information. So we need to include company description somewhere. Could put under a
without heading? The instruction: Use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). Use - for any list of duties/requirements/benefits, and
for prose. It doesn't forbid other headings, but suggests using those for sections. Probably we should create sections: About the role (position overview), Responsibilities (what you'll be doing), Requirements (essential + desirable?), Qualifications (education/experience), Skills (maybe abilities), Benefits (why join). But we need to ensure we don't create sections with filler.
Let's parse content:
- About Us: company description.
- Position Overview: description of role.
- Ideal Profile: description of ideal candidate.
- What You'll Be Doing: broken into sub-sections: Customer Success Strategy, Strategic Customer Partnership, Onboarding and Enablement, Customer Success and Service Oversight, Internal Collaboration.
- Essential: bullet list of requirements (education, experience, knowledge, abilities).
- Desirable: bullet list of desirable experience.
- Why Join Zema Global?: bullet list of benefits (global impact, innovation, career growth, exceptional people, meaningful ownership, one global team).
Thus we can map:
- About the role: could combine Position Overview and Ideal Profile? Or we could have separate sections: About the role (position overview), Ideal Profile (maybe under Requirements?). But we need to follow instruction: use headings for sections like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule.
Thus we can create:
About the role
(position overview)
Responsibilities
(what you'll be doing)
Requirements
(essential)
Qualifications
(maybe education? but essential already includes degree; could split)
Skills
(maybe abilities like analytical translation, commercial awareness)
Benefits
(why join)
But we must not create sections with filler. Ensure each has substantive content.
We need to decide what goes where.
Let's extract:
Position Overview: "As a Customer Success Manager, you will act as a strategic partner to cQuant customers, helping them translate their energy-market use cases into greater value from our analytics platform. You will develop a deep understanding of each customer’s objectives, promote effective product adoption, support retention, and identify opportunities for expansion, upsell, and cross-sell. This is not a traditional customer support or ticket-management role. Success requires a combination of energy-market knowledge, analytical understanding, commercial awareness, and the ability to communicate complex concepts clearly to senior and technical customer stakeholders. You will work closely with Analytics, Product, Sales and Marketing, and Customer Success colleagues across Zema Global."
That's good for About the role.
Ideal Profile: "The ideal candidate may currently work in energy-market analytics, consulting, technical support, customer success, or another customer-facing energy role and be ready to move into a more strategic customer partnership position. You will bring at least two years of customer-facing experience and enough energy-market knowledge to hold credible conversations about customer needs and use cases. You do not need to be a quantitative modeller or Python specialist, but you should be comfortable understanding analytical concepts and translating them into clear business value for customers."
That could go under Requirements or Qualifications. Since Requirements already includes education and experience, we could put Ideal Profile under Requirements as additional narrative.
Essential: list of bullet points (we need to turn into - ). Let's extract each line:
- Bachelor’s or master’s degree in economics, mathematics, statistics, engineering, physics, finance, business, technology, or a related discipline, or equivalent relevant professional experience.
- 2-5 years of experience in a customer-facing role within the energy sector, such as customer success, consulting, analytics, commercial support, account management, or technical support.
- Working knowledge of wholesale energy markets and relevant customer use cases. Experience may include power markets, renewable or thermal generation, battery storage, energy finance, risk management, portfolio analysis, or deal structuring.
- Ability to understand analytical or technical concepts and translate them into clear business value for customers.
- Evidence of building trusted customer relationships and conducting strategic conversations about customer objectives, adoption, or business outcomes.
- Commercial awareness and confidence discussing retention, renewal, expansion, cross-sell, or upsell opportunities.
- Ability to collaborate across Analytics, Product, Sales, and other internal teams to resolve complex customer needs and represent the voice of the customer.
Desirable: list:
- Experience with an energy analytics, modelling, forecasting, risk, or portfolio-management platform.
- Previous experience in energy-market consulting, customer success, analytics, or a customer-facing analyst role.
- Experience using CRM or customer success platforms; Salesforce experience is beneficial but not required.
- Experience using customer engagement or product-usage data to assess customer health, adoption, or expansion opportunities.
- Familiarity with quantitative modelling, dashboards, business intelligence, or Python.
- Experience working in a growing, changing, or cross-functional technology organisation.
Why Join Zema Global?: list:
- Global Impact. Shape the future of energy, commodities, and financial markets through innovative technology.
- Innovation at Scale. Work with cutting-edge software, advanced analytics, and complex data that solve real-world challenges.
- Career Growth Join a fast-growing global organization where your ideas, development, and career progression are valued.
- Exceptional People. Collaborate with talented colleagues and industry experts across North America, Europe, and Asia.
- Meaningful Ownership. Take ownership of your work, influence strategic initiatives, and make a measurable impact on our customers and business.
- One Global Team. Be part of a collaborative culture built on trust, respect, and our values: Think Big. Make It Happen. Win as One.
Also we have About Us company description. Could be placed under a heading "About the company" but not in list. Perhaps we can put it under a
without heading, but instruction says use
for section headings (e.g. About the role...). It doesn't forbid other headings, but we could add a heading "About Zema Global". However they didn't list that as example but it's okay? Might be safer to include it as a
without heading, but then we lose a heading. The instruction: "Use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." This suggests that if we need a heading, we should use those specific ones. But we could also not use a heading for About Us and just put it in a
. However they said "include a section ONLY when the posting has real, specific content for it — never emit a heading followed by filler/placeholder text". So we could create a section "About the role" and put Position Overview there. The About Us could be placed as a
before or after that section without heading. That's acceptable.
Now Responsibilities: we need to list the duties from "What You'll Be Doing". Those are multiple sub-sections each with a bold heading and description. We can turn each into
- items. Or we could keep subheadings inside
- ? Probably better to make each duty as
- with the description. Let's extract each duty:
Customer Success Strategy:
- Collaborate with customers to establish strategic success roadmaps for cQuant adoption, including 3-month, 6-month, and 1-year plans.
- Identify upsell, expansion, and cross-sell opportunities, partnering with the appropriate commercial teams and ensuring new products or services are successfully integrated into the customer relationship post-contract.
- Monitor and promote best practices for using cQuant products and services to increase adoption and customer value.
- Support retention and annual renewal activities in partnership with the Relationship Manager, proactively identifying risks and implementing strategies to prevent dissatisfaction or contract termination.
- Establish a regular cadence of customer success, adoption, and value-review meetings to assess progress against customer objectives and identify opportunities to increase value from cQuant.
Strategic Customer Partnership:
- Serve as a primary point of contact and trusted advisor for assigned customers, supporting both strategic conversations and escalated customer issues.
- Build strong relationships with customer stakeholders to understand their business objectives, energy-market use cases, and evolving needs, and align cQuant capabilities accordingly.
Onboarding and Enablement:
- Partner with the Customer Delivery team throughout onboarding, from implementation through live operation and continued expansion, maintaining regular engagement to support overall account success.
- Provide occasional cQuant training and enablement to strengthen user understanding and product adoption.
- Document customer use cases, success roadmaps, stakeholder maps, and other key account information to support effective customer management and continuity.
Customer Success and Service Oversight:
- Coordinate and communicate critical updates on platform functionality that may impact customer workflows.
- Use Salesforce/Service Cloud, internal usage dashboards, CSM playbooks, and other customer-success tools to assess engagement and usage trends, monitor customer health, identify potential risks, and uncover opportunities for greater adoption or expansion.
- Coordinate and monitor escalated customer concerns with the appropriate internal teams, ensuring issues are progressed effectively and resolutions align with customer expectations, without owning routine support-ticket resolution.
Internal Collaboration:
- Act as the voice of the customer within Zema Global, collaborating across Analytics, Product, Sales, Support, and other teams to address customer needs, share insights, improve the customer experience, and contribute to continuous improvement of products and services.
- Maintain accurate and up-to-date customer records, interactions, use cases, and relevant account information in Salesforce CRM and other customer-success tools.
We can combine these into a single
- list, each duty as a bullet. Might be long but okay.
Requirements: we have Essential list (education, experience, knowledge, abilities). We'll put those as
- .
Qualifications: maybe we can split education vs experience? But we already have education and experience in Essential. Could make Qualifications for degree requirement only? But that would be thin. Better to combine Essential as Requirements and maybe
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we should map content to those standard headings if possible. But we can also create other headings if they match content? The instruction says use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It seems they expect those typical headings. However they also say "include a section ONLY when the posting has real, specific content for it". So we need to decide which of those standard headings apply.
We have: About Us (could map to About the role? Actually About Us is about company, not role. Could be "About the role"? Not exactly. But we could use "About the role" for position overview. However they said do NOT repeat the job title as a heading. They didn't forbid using About the role. We can use "About the role" for Position Overview. "About Us" could be considered "About the company" but not in list. Maybe we can omit About Us? But we must preserve ALL substantive information. So we need to include company description somewhere. Could put under a
without heading? The instruction: Use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). Use - for any list of duties/requirements/benefits, and
for prose. It doesn't forbid other headings, but suggests using those for sections. Probably we should create sections: About the role (position overview), Responsibilities (what you'll be doing), Requirements (essential + desirable?), Qualifications (education/experience), Skills (maybe abilities), Benefits (why join). But we need to ensure we don't create sections with filler.
Let's parse content:
- About Us: company description.
- Position Overview: description of role.
- Ideal Profile: description of ideal candidate.
- What You'll Be Doing: broken into sub-sections: Customer Success Strategy, Strategic Customer Partnership, Onboarding and Enablement, Customer Success and Service Oversight, Internal Collaboration.
- Essential: bullet list of requirements (education, experience, knowledge, abilities).
- Desirable: bullet list of desirable experience.
- Why Join Zema Global?: bullet list of benefits (global impact, innovation, career growth, exceptional people, meaningful ownership, one global team).
Thus we can map:
- About the role: could combine Position Overview and Ideal Profile? Or we could have separate sections: About the role (position overview), Ideal Profile (maybe under Requirements?). But we need to follow instruction: use headings for sections like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule.
Thus we can create:
About the role
(position overview)
Responsibilities
(what you'll be doing)
Requirements
(essential)
Qualifications
(maybe education? but essential already includes degree; could split)
Skills
(maybe abilities like analytical translation, commercial awareness)
Benefits
(why join)
But we must not create sections with filler. Ensure each has substantive content.
We need to decide what goes where.
Let's extract:
Position Overview: "As a Customer Success Manager, you will act as a strategic partner to cQuant customers, helping them translate their energy-market use cases into greater value from our analytics platform. You will develop a deep understanding of each customer’s objectives, promote effective product adoption, support retention, and identify opportunities for expansion, upsell, and cross-sell. This is not a traditional customer support or ticket-management role. Success requires a combination of energy-market knowledge, analytical understanding, commercial awareness, and the ability to communicate complex concepts clearly to senior and technical customer stakeholders. You will work closely with Analytics, Product, Sales and Marketing, and Customer Success colleagues across Zema Global."
That's good for About the role.
Ideal Profile: "The ideal candidate may currently work in energy-market analytics, consulting, technical support, customer success, or another customer-facing energy role and be ready to move into a more strategic customer partnership position. You will bring at least two years of customer-facing experience and enough energy-market knowledge to hold credible conversations about customer needs and use cases. You do not need to be a quantitative modeller or Python specialist, but you should be comfortable understanding analytical concepts and translating them into clear business value for customers."
That could go under Requirements or Qualifications. Since Requirements already includes education and experience, we could put Ideal Profile under Requirements as additional narrative.
Essential: list of bullet points (we need to turn into - ). Let's extract each line:
- Bachelor’s or master’s degree in economics, mathematics, statistics, engineering, physics, finance, business, technology, or a related discipline, or equivalent relevant professional experience.
- 2-5 years of experience in a customer-facing role within the energy sector, such as customer success, consulting, analytics, commercial support, account management, or technical support.
- Working knowledge of wholesale energy markets and relevant customer use cases. Experience may include power markets, renewable or thermal generation, battery storage, energy finance, risk management, portfolio analysis, or deal structuring.
- Ability to understand analytical or technical concepts and translate them into clear business value for customers.
- Evidence of building trusted customer relationships and conducting strategic conversations about customer objectives, adoption, or business outcomes.
- Commercial awareness and confidence discussing retention, renewal, expansion, cross-sell, or upsell opportunities.
- Ability to collaborate across Analytics, Product, Sales, and other internal teams to resolve complex customer needs and represent the voice of the customer.
Desirable: list:
- Experience with an energy analytics, modelling, forecasting, risk, or portfolio-management platform.
- Previous experience in energy-market consulting, customer success, analytics, or a customer-facing analyst role.
- Experience using CRM or customer success platforms; Salesforce experience is beneficial but not required.
- Experience using customer engagement or product-usage data to assess customer health, adoption, or expansion opportunities.
- Familiarity with quantitative modelling, dashboards, business intelligence, or Python.
- Experience working in a growing, changing, or cross-functional technology organisation.
Why Join Zema Global?: list:
- Global Impact. Shape the future of energy, commodities, and financial markets through innovative technology.
- Innovation at Scale. Work with cutting-edge software, advanced analytics, and complex data that solve real-world challenges.
- Career Growth Join a fast-growing global organization where your ideas, development, and career progression are valued.
- Exceptional People. Collaborate with talented colleagues and industry experts across North America, Europe, and Asia.
- Meaningful Ownership. Take ownership of your work, influence strategic initiatives, and make a measurable impact on our customers and business.
- One Global Team. Be part of a collaborative culture built on trust, respect, and our values: Think Big. Make It Happen. Win as One.
Also we have About Us company description. Could be placed under a heading "About the company" but not in list. Perhaps we can put it under a
without heading, but instruction says use
for section headings (e.g. About the role...). It doesn't forbid other headings, but we could add a heading "About Zema Global". However they didn't list that as example but it's okay? Might be safer to include it as a
without heading, but then we lose a heading. The instruction: "Use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." This suggests that if we need a heading, we should use those specific ones. But we could also not use a heading for About Us and just put it in a
. However they said "include a section ONLY when the posting has real, specific content for it — never emit a heading followed by filler/placeholder text". So we could create a section "About the role" and put Position Overview there. The About Us could be placed as a
before or after that section without heading. That's acceptable.
Now Responsibilities: we need to list the duties from "What You'll Be Doing". Those are multiple sub-sections each with a bold heading and description. We can turn each into
- items. Or we could keep subheadings inside
- ? Probably better to make each duty as
- with the description. Let's extract each duty:
Customer Success Strategy:
- Collaborate with customers to establish strategic success roadmaps for cQuant adoption, including 3-month, 6-month, and 1-year plans.
- Identify upsell, expansion, and cross-sell opportunities, partnering with the appropriate commercial teams and ensuring new products or services are successfully integrated into the customer relationship post-contract.
- Monitor and promote best practices for using cQuant products and services to increase adoption and customer value.
- Support retention and annual renewal activities in partnership with the Relationship Manager, proactively identifying risks and implementing strategies to prevent dissatisfaction or contract termination.
- Establish a regular cadence of customer success, adoption, and value-review meetings to assess progress against customer objectives and identify opportunities to increase value from cQuant.
Strategic Customer Partnership:
- Serve as a primary point of contact and trusted advisor for assigned customers, supporting both strategic conversations and escalated customer issues.
- Build strong relationships with customer stakeholders to understand their business objectives, energy-market use cases, and evolving needs, and align cQuant capabilities accordingly.
Onboarding and Enablement:
- Partner with the Customer Delivery team throughout onboarding, from implementation through live operation and continued expansion, maintaining regular engagement to support overall account success.
- Provide occasional cQuant training and enablement to strengthen user understanding and product adoption.
- Document customer use cases, success roadmaps, stakeholder maps, and other key account information to support effective customer management and continuity.
Customer Success and Service Oversight:
- Coordinate and communicate critical updates on platform functionality that may impact customer workflows.
- Use Salesforce/Service Cloud, internal usage dashboards, CSM playbooks, and other customer-success tools to assess engagement and usage trends, monitor customer health, identify potential risks, and uncover opportunities for greater adoption or expansion.
- Coordinate and monitor escalated customer concerns with the appropriate internal teams, ensuring issues are progressed effectively and resolutions align with customer expectations, without owning routine support-ticket resolution.
Internal Collaboration:
- Act as the voice of the customer within Zema Global, collaborating across Analytics, Product, Sales, Support, and other teams to address customer needs, share insights, improve the customer experience, and contribute to continuous improvement of products and services.
- Maintain accurate and up-to-date customer records, interactions, use cases, and relevant account information in Salesforce CRM and other customer-success tools.
We can combine these into a single
- list, each duty as a bullet. Might be long but okay.
Requirements: we have Essential list (education, experience, knowledge, abilities). We'll put those as
- .
Qualifications: maybe we can split education vs experience? But we already have education and experience in Essential. Could make Qualifications for degree requirement only? But that would be thin. Better to combine Essential as Requirements and maybe
for prose. It doesn't forbid other headings, but suggests using those for sections. Probably we should create sections: About the role (position overview), Responsibilities (what you'll be doing), Requirements (essential + desirable?), Qualifications (education/experience), Skills (maybe abilities), Benefits (why join). But we need to ensure we don't create sections with filler. Let's parse content: - About Us: company description. - Position Overview: description of role. - Ideal Profile: description of ideal candidate. - What You'll Be Doing: broken into sub-sections: Customer Success Strategy, Strategic Customer Partnership, Onboarding and Enablement, Customer Success and Service Oversight, Internal Collaboration. - Essential: bullet list of requirements (education, experience, knowledge, abilities). - Desirable: bullet list of desirable experience. - Why Join Zema Global?: bullet list of benefits (global impact, innovation, career growth, exceptional people, meaningful ownership, one global team). Thus we can map: - About the role: could combine Position Overview and Ideal Profile? Or we could have separate sections: About the role (position overview), Ideal Profile (maybe under Requirements?). But we need to follow instruction: use headings for sections like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Thus we can create:
About the role
(position overview)Responsibilities
(what you'll be doing)Requirements
(essential)Qualifications
(maybe education? but essential already includes degree; could split)Skills
(maybe abilities like analytical translation, commercial awareness)Benefits
(why join) But we must not create sections with filler. Ensure each has substantive content. We need to decide what goes where. Let's extract: Position Overview: "As a Customer Success Manager, you will act as a strategic partner to cQuant customers, helping them translate their energy-market use cases into greater value from our analytics platform. You will develop a deep understanding of each customer’s objectives, promote effective product adoption, support retention, and identify opportunities for expansion, upsell, and cross-sell. This is not a traditional customer support or ticket-management role. Success requires a combination of energy-market knowledge, analytical understanding, commercial awareness, and the ability to communicate complex concepts clearly to senior and technical customer stakeholders. You will work closely with Analytics, Product, Sales and Marketing, and Customer Success colleagues across Zema Global." That's good for About the role. Ideal Profile: "The ideal candidate may currently work in energy-market analytics, consulting, technical support, customer success, or another customer-facing energy role and be ready to move into a more strategic customer partnership position. You will bring at least two years of customer-facing experience and enough energy-market knowledge to hold credible conversations about customer needs and use cases. You do not need to be a quantitative modeller or Python specialist, but you should be comfortable understanding analytical concepts and translating them into clear business value for customers." That could go under Requirements or Qualifications. Since Requirements already includes education and experience, we could put Ideal Profile under Requirements as additional narrative. Essential: list of bullet points (we need to turn into- ). Let's extract each line:
- Bachelor’s or master’s degree in economics, mathematics, statistics, engineering, physics, finance, business, technology, or a related discipline, or equivalent relevant professional experience.
- 2-5 years of experience in a customer-facing role within the energy sector, such as customer success, consulting, analytics, commercial support, account management, or technical support.
- Working knowledge of wholesale energy markets and relevant customer use cases. Experience may include power markets, renewable or thermal generation, battery storage, energy finance, risk management, portfolio analysis, or deal structuring.
- Ability to understand analytical or technical concepts and translate them into clear business value for customers.
- Evidence of building trusted customer relationships and conducting strategic conversations about customer objectives, adoption, or business outcomes.
- Commercial awareness and confidence discussing retention, renewal, expansion, cross-sell, or upsell opportunities.
- Ability to collaborate across Analytics, Product, Sales, and other internal teams to resolve complex customer needs and represent the voice of the customer.
Desirable: list:
- Experience with an energy analytics, modelling, forecasting, risk, or portfolio-management platform.
- Previous experience in energy-market consulting, customer success, analytics, or a customer-facing analyst role.
- Experience using CRM or customer success platforms; Salesforce experience is beneficial but not required.
- Experience using customer engagement or product-usage data to assess customer health, adoption, or expansion opportunities.
- Familiarity with quantitative modelling, dashboards, business intelligence, or Python.
- Experience working in a growing, changing, or cross-functional technology organisation.
Why Join Zema Global?: list:
- Global Impact. Shape the future of energy, commodities, and financial markets through innovative technology.
- Innovation at Scale. Work with cutting-edge software, advanced analytics, and complex data that solve real-world challenges.
- Career Growth Join a fast-growing global organization where your ideas, development, and career progression are valued.
- Exceptional People. Collaborate with talented colleagues and industry experts across North America, Europe, and Asia.
- Meaningful Ownership. Take ownership of your work, influence strategic initiatives, and make a measurable impact on our customers and business.
- One Global Team. Be part of a collaborative culture built on trust, respect, and our values: Think Big. Make It Happen. Win as One.
Also we have About Us company description. Could be placed under a heading "About the company" but not in list. Perhaps we can put it under a
without heading, but instruction says use
for section headings (e.g. About the role...). It doesn't forbid other headings, but we could add a heading "About Zema Global". However they didn't list that as example but it's okay? Might be safer to include it as a
without heading, but then we lose a heading. The instruction: "Use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." This suggests that if we need a heading, we should use those specific ones. But we could also not use a heading for About Us and just put it in a
. However they said "include a section ONLY when the posting has real, specific content for it — never emit a heading followed by filler/placeholder text". So we could create a section "About the role" and put Position Overview there. The About Us could be placed as a
before or after that section without heading. That's acceptable. Now Responsibilities: we need to list the duties from "What You'll Be Doing". Those are multiple sub-sections each with a bold heading and description. We can turn each into
- items. Or we could keep subheadings inside
- ? Probably better to make each duty as
- with the description. Let's extract each duty:
Customer Success Strategy:
- Collaborate with customers to establish strategic success roadmaps for cQuant adoption, including 3-month, 6-month, and 1-year plans.
- Identify upsell, expansion, and cross-sell opportunities, partnering with the appropriate commercial teams and ensuring new products or services are successfully integrated into the customer relationship post-contract.
- Monitor and promote best practices for using cQuant products and services to increase adoption and customer value.
- Support retention and annual renewal activities in partnership with the Relationship Manager, proactively identifying risks and implementing strategies to prevent dissatisfaction or contract termination.
- Establish a regular cadence of customer success, adoption, and value-review meetings to assess progress against customer objectives and identify opportunities to increase value from cQuant.
Strategic Customer Partnership:
- Serve as a primary point of contact and trusted advisor for assigned customers, supporting both strategic conversations and escalated customer issues.
- Build strong relationships with customer stakeholders to understand their business objectives, energy-market use cases, and evolving needs, and align cQuant capabilities accordingly.
Onboarding and Enablement:
- Partner with the Customer Delivery team throughout onboarding, from implementation through live operation and continued expansion, maintaining regular engagement to support overall account success.
- Provide occasional cQuant training and enablement to strengthen user understanding and product adoption.
- Document customer use cases, success roadmaps, stakeholder maps, and other key account information to support effective customer management and continuity.
Customer Success and Service Oversight:
- Coordinate and communicate critical updates on platform functionality that may impact customer workflows.
- Use Salesforce/Service Cloud, internal usage dashboards, CSM playbooks, and other customer-success tools to assess engagement and usage trends, monitor customer health, identify potential risks, and uncover opportunities for greater adoption or expansion.
- Coordinate and monitor escalated customer concerns with the appropriate internal teams, ensuring issues are progressed effectively and resolutions align with customer expectations, without owning routine support-ticket resolution.
Internal Collaboration:
- Act as the voice of the customer within Zema Global, collaborating across Analytics, Product, Sales, Support, and other teams to address customer needs, share insights, improve the customer experience, and contribute to continuous improvement of products and services.
- Maintain accurate and up-to-date customer records, interactions, use cases, and relevant account information in Salesforce CRM and other customer-success tools.
We can combine these into a single
- list, each duty as a bullet. Might be long but okay.
Requirements: we have Essential list (education, experience, knowledge, abilities). We'll put those as
- . Qualifications: maybe we can split education vs experience? But we already have education and experience in Essential. Could make Qualifications for degree requirement only? But that would be thin. Better to combine Essential as Requirements and maybe
- list, each duty as a bullet. Might be long but okay.
Requirements: we have Essential list (education, experience, knowledge, abilities). We'll put those as