Key Account Manager & Support Lead (gn)

Berlin

| 100% Remote

vor 2 Wochen

Vollzeit

32 - 40 h/Woche

Deutsch, Englisch

Anstellungsart: Festanstellung

Berufserfahrung: 3 - 5 Jahre

Arbeitsbeginn: Ab sofort

IT & Softwareentwicklung

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Access to Energy gGmbH (A2EI)
Access to Energy gGmbH (A2EI)
Das Access to Energy Institute (A2EI) ist ein gemeinnütziger R&D-Think and Do Tank, der die Produkt- und Serviceentwicklung im Bereich der Energiewende im In- und Ausland unterstützt.

Intro

Together with our partner GET.Invest / GIZ, A2EI is developing a dynamic open source data platform called Prospect. (https://prospect.energy)


With our software, we create transparency in the expansion of renewable energies in the Global South. Our aim is to increase trust between stakeholders and thus facilitate investment in access to energy and rural development.


We are seeking an experienced and highly motivated Key Account Manager and Support Lead to join our Prospect team. The successful candidate will be responsible for managing key user accounts across several African countries, providing exceptional support to users both in English and French, and leading the to-be-established support team to ensure high levels of user satisfaction and retention. This is an excellent opportunity for a motivated professional to make a significant impact towards universal access to energy for all and work with great people across multiple African countries who want to make a difference in people’s lives.

Aufgaben

Your responsibilites

Key Account Management


  • Develop and maintain strong relationships with key users and partners (mostly private sector and government agencies), including strategic planning and account management.
  • Identify and pursue new opportunities within existing accounts to drive usage and utilization of our Prospect platform.
  • Collaborate with management and key partners at GIZ to develop and execute account-specific campaigns.
  • Provide regular updates on users needs, trends, and sector activity to inform product roadmap and go-to-market strategies.


Support Management


  • Design and implement the technical framework to provide efficient support and training to Prospect users. 
  • Build and manage a team of support professionals (mostly based remotely in different African countries) to ensure high levels of customer satisfaction and retention for multiple countries and languages spoken.
  • Develop and implement processes and procedures to improve efficiency and effectiveness of the support team.
  • Set performance goals and provide regular coaching and feedback to support team members.
  • Ensure that all support inquiries are addressed in a timely, professional, and efficient manner.


Support


  • Provide exceptional support to customers via Gitlab ticketing, E-Mail, or Chat.
  • Resolve customer issues and concerns in a timely and effective manner.
  • Identify and escalate complex customer issues to the appropriate teams for resolution.
  • Develop and maintain detailed knowledge base articles to ensure consistent and accurate information for customers.
  • Collaborate closely with our development team to quickly identify and resolve bugs and specify general rooms for improvement

Anforderungen

Requirements

  • 3+ years of experience in an Open Source Software or Software as a Service project, with a focus on key account management and support.
  • Interest in developing and managing a support team in multiple physical locations.
  • Fluent in spoken and written English and French languages.
  • Proven track record of success in managing key customer accounts and providing exceptional support to customers.
  • Strong communication and interpersonal skills, with the ability to build relationships across cultures and at all levels of an organization.
  • Strong social skills to effectively collaborate with multiple stakeholders.
  • Strong problem-solving skills, with the ability to identify and resolve complex customer issues.
  • Ability to work independently and as part of a team, with a focus on collaboration and teamwork.
  • Experience with customer relationship management (CRM) software and other technology tools.

Benefits

What we offer

  • The opportunity to work in an environment that provides real value to the people in the Global South, with a regular connection to the users of the platform
  • Experiences in an open-source environment with a growing community
  • Competitive salary and benefits package.
  • Opportunities for professional growth and development and occasional business travel in the countries where Prospect is used
  • Friendly, collaborative and dynamic work environment in Berlin-Kreuzberg.
  • Flexible work arrangements, including remote work options.

Bewerbungsprozess

We value diversity and welcome all applications - regardless of gender, nationality, ethnic or social origin, religion, disability, age or sexual orientation.


If you are interested in the job and us, please send us your complete application documents including a letter of motivation and CV using the application portal provided.


We look forward to hearing from you!

Lydia Streuff

Senior HR Manager

Access to Energy gGmbH (A2EI)

The A2EI provides broad, reliable open-source data, as well as on-the-ground research and analysis of solar solutions and software platforms to administer these. Utilizing this data, we develop and distribute solar generators that are robust, affordable, and tailored to local needs. We believe the A2EI can be the collaborative platform where engineers, together with potential customers, devise and develop the necessary portfolio of “income generating machines“ run on solar energy. This will allow users to earn a stable income, generate jobs and create robust local economic networks.

Simultaneously, we concentrate on clean energy appliances with a high potential to mitigate climate change, creating a substantial added benefit for the environment, and improve peoples’ health – such as clean cooking and e-mobility solutions. Oftentimes, those solutions show great potential, but have yet failed to be commercialized or widely distributed, partly due to a lack of engineering and innovation resources.

The A2EI aims to fill this gap, not only with own staff, but as a host putting engineering, customer knowledge and financial resources at the disposition of the offgrid sector. We have increasingly invested in creating open source automated software platforms that allow to communicate with any solar system out in the field, which gives us the chance to gather and analyse on their usefulness for customers. This information resource is unique and should help the whole sector take better decisions to reach SDG7.

Galerie

e-Cooking Tanzania

generator

Nachhaltigkeitsziele

Wissen vermitteln

Wissen vermitteln

Förderung sozialer Innovationen

Wir fördern soziale Innovationen und Kreativität, indem wir Menschen aus unterschiedlichen Bereichen mit ihrem einzigartigen Wissen, Fähigkeiten und Erfahrungen zusammenbringen und damit neuen Ideen und Lösungen einen Raum geben.

Umwelt schützen

Umwelt schützen

Förderung von erneuerbaren Energien

Wir verabschieden uns von konventionellen Energieträgern wie Erdgas, Kohle, Öl und Kernbrennstoffen und unterstützen alle Formen der regenerativen Energien. So wollen wir einen Beitrag zu einer dezentralen, klimafreundlichen und modernen Energie- und Wärmeversorgung leisten.

Access to Energy gGmbH (A2EI)

Hauptsitz

Access to Energy gGmbH (A2EI)

Paul-Lincke-Ufer 8D

10997 Berlin

https://www.a2ei.org

+49 (0) 30 62968101

Job online bis 10.07.2024

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