NL - Customer Operations Manager - Energy Solutions

Position Title - Customer Operations Manager - Energy Solutions

Company - iwell - Your Partner for Sustainable Energy Solutions

Location - Utrecht, Netherlands

About iwell

At iwell, we are committed to providing clean and affordable energy for all businesses. We aim for cleaner air, water, and a healthier planet through a sustainable power supply. Frustrated by slow institutional progress, we've taken action to build a sustainable energy infrastructure by developing and installing hardware and software for Battery Energy Storage Systems (BESS) for Commercial and Industrial customers. By using business as a force for good and integrating sustainable goals with smart battery storage solutions, we are transforming Europe’s energy landscape from centralised, fossil-fuel dependence to a local, clean, and dynamic system - one building at a time. We are a green tech scale-up located in Utrecht, with a team of around 70 professionals, currently expanding internationally.

The Role

The Customer Operations Manager is a senior position that will play a crucial role in maximising the value of our Battery Energy Storage Systems (BESS) throughout their lifecycle. Starting once a system is successfully commissioned under the guidance of a Technical Project Manager, you will take responsibility to ensure adherence to service level agreements in the Operations & Maintenance contracts. This role involves building and managing the Asset Management capability. This goes along with providing guidance to the customer operations team of first and second line remote support engineers, and serving as the contact point for customers when tactical questions arise. Operating in a rapidly growing company and market, your work will be varied and dynamic, directly contributing to the sustainability of the Netherlands and Europe. To be successful in this role, we are looking for a Dutch speaking candidate.

Key responsibilities

Asset Management:

• Manage Operations & Maintenance (O&M) contracts in close collaboration with the Field Operations team.

• Optimise cost for Operations & Maintenance in collaboration with customers and the iwell teams.

• Make Asset Management ready to scale! We are transitioning from managing everything in-house to outsourcing parts of our asset management services.

Remote Customer Support:

• Provide leadership to first and second line remote support engineers in the team, who monitor and analyse system performance data to identify and address (potential) issues.

• Create a roadmap for improvements. Develop and maintain standard operating procedures and best practices for customer support operations.

• Ensure timely and effective resolution of technical issues and customer inquiries.

Customer Relationship Management:

• Serve as the primary contact point for partners and customers on a tactical level, addressing their needs and concerns promptly. You will regularly interact with customers to manage expectations and resolve any issues.

• Conduct yearly performance meetings with customers to review system performance, discuss improvements and customer needs, and address any issues.

Commercial Enhancement:

• You are very close to our batteries and customers! Identify opportunities for making the iwell product management team and customers aware of additional services and enhancements to the existing BESS.

Reporting and Documentation:

• Manage regular and real-time reporting on system performance according to the Operations and Maintenance contract via our inhouse cloud platform

• Implement new supporting IT systems to maintain accurate and up-to-date documentation of all customer interactions and remote support activities.

Requirements

• You are a customer-oriented advisor for users of our smart battery systems.

• You have proven experience in building and executing a new capability with new processes and systems.

• You have an analytical way of working, which allows you to understand data generated by the battery systems and discuss about conclusions and actions

• You are not afraid to try new things and ask questions.

• You enjoy working in a rapidly changing environment.

• You work meticulously and with a flexible attitude.

• You ensure excellent communication both verbally and in writing (documentation), in both Dutch and English.

• Experience with O&M contracts and/or affinity with electrical engineering and related software is very helpful but not essential, although you are very much interested in learning everything about it from us.

We care

• 30 days yearly holiday, to rest and recharge, plus 1 day for extra curricular activities

• Meaningful work contributing to a more sustainable future

• Office benefits like daily fresh fruit and activities (fun, sports)

• SAR - Share Appreciation Rights

• Yearly 3-day company holiday

• Opportunities and a fund for personal development, career growth and advancement

Do you walk the talk?

To apply for the Customer Operations Manager position, please visit our website at https://jobs.iwell.nl/o/customer-operations-manager. For more information about iwell, what we do, why we do it and an overview of our partners visit [https://iwell.nl/].

How we hire

1. Apply. Our People team and hiring manager will review your application, and respond within 2 weeks.

2. Screening call. If you seem like a iweller-in-the-making, we’ll invite you to a screening call so we can learn more about each other.

3. Are you the one? You'll have two or more interviews. And if it's a highly technical role, we'll also assess the specific skills you'll need.