Job Title: Customer Engagement Manager
Location: Cape Town, Tyger Waterfront office (office based with optional, 2-days per week remote work policy)
About NOA
NOA is an integrated renewable energy independent power producer, established to provide its customers with innovative and flexible solutions on their journey towards 'Net Zero' emissions and low-cost clean energy – by wheeling the energy generated by utility scale solar and wind generation facilities, augmented by battery energy storage systems.
About the Role NOA seeks an experienced Customer Engagement Manager to join our Trading Operations team. In this role, you will take end-to-end responsibility for the success of our customer relationships from the post-contracting, through the onboarding and long-term supply phases. You will report to NOA Trading's Head of Operations, and you will play a pivotal role in our customer success function, to set NOA and our customers up for long-term successful engagements. The ideal candidate will be a skilled communicator with a passion for serving customers, adept at solving problems, managing complex projects, and maturing the customer's buy-in to the NOA mission of being a critical part of each customer's net zero ambitions.
Key responsibilities will include: Onboarding project management and coordination: You will take ultimate responsibility for the successful onboarding of new customers, taking each customer's nuanced requirements into account. You will project manage and lead the onboarding process, managing timelines, dependencies, resources, and deliverables across various workstreams to ensure a smooth customer experience and achieve operational readiness within our committed timelines.Contract management and service delivery: You will collaborate with NOA's operational teams to ensure that we meet all our customer obligations and contractual commitments with clear tracking systems and project plans in place to manage risks and facilitate consistently great service delivery. You will oversee our monthly energy allocation reports and billing processes with customers and manage any exceptions with customers or external stakeholders where needed. This role requires a resourceful problem-solver who can swiftly respond to changing environments and devise impactful solutions.Customer Reporting: Maintain accurate records of key account information and activities. Produce regular reports on account status, performance, risks, challenges, and opportunities.Upselling and renewals: Identify opportunities for account growth and upselling, working closely with the sales and legal teams to maximise the value we can add for each customer.Account and market analysis: Analyse customer consumption and energy allocation data, market trends, and performance metrics to identify opportunities for improvement and develop targeted engagement strategies for each customer.Cross-functional collaboration: Work closely with sales, trading operations, finance, legal and NOA's leadership to maintain alignment, set priorities and keep the organisation on track to keep delivering at a high standard.Documentation and knowledge sharing: You will lead the way in maintaining a knowledgebase for each new customer and ensure that all our key systems (CRM, trading & billing platforms etc.) are properly configured and updated, and that SOPs are developed and shared with the relevant teams to help scale our operational processes.Customer Experience: Participate in strategic initiatives aimed at improving customer engagement and communication strategies. Act as the voice of the customer within NOA, providing feedback internally to help shape future offerings and improve customer experience.Required qualifications, skills, and experience: EXPERIENCE: An ideal candidate has 8+ years of work experience in a commercial customer engagement role including account management, contracting, and commercial responsibilities, ideally managing large corporate accounts in the commercial or industrial sectors and/or managing complex projects in a leading role with diverse stakeholders. Experience in the energy or renewables space will be advantageous.SKILLS: Strong Communication and Relationship-Building; Effective Listener, and Presenter; Problem Solver and Conflict Resolver; Analytical and Systematic; Clear Documentation Skills; Tech-Savvy.ATTRIBUTES: Customer-focused; Problem-Solver; Detail-oriented; Flexible and Adaptable; Organized and Self-Motivated.To apply for the role, email your resume to ****** together with a cover letter that highlights your relevant work experience and achievements that make you an ideal fit for the role, and what motivates you to join the NOA mission.
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