Customer Success Engineer - BESS & Solar

As a Customer Success Engineer, you will manage the end-to-end customer journey for owners, operators and asset managers of battery energy storage (BESS) and solar PV portfolios using SynaptiQ. Your main focus will be BESS and hybrid (PV + storage) assets, and you will also support customers with solar portfolios. You will lead the onboarding of new clients and manage the ongoing success of mature accounts. The role requires proactive account management, early issue detection and a continuous contribution to improving our platform and services.

Key Responsibilities:

1. Account Management:

• Manage 5 to 15 mature customer accounts at the same time across BESS, hybrid and PV portfolios. Monitor their KPIs and regularly assess the value they get from SynaptiQ.
• Build and maintain long-term relationships with customers, making sure our services support their operational and commercial goals.
• Identify upsell and cross-sell opportunities, in particular extending PV customers into storage and hybrid monitoring as their portfolios grow.
• Define and report on success metrics for each account, including customer satisfaction, retention and expansion revenue.

2. Issue and Opportunity Detection:

• Monitor the health of the customer base, with particular attention to storage performance, degradation and data quality, alongside PV performance trends.
• Address potential issues early and turn insights into opportunities for deeper engagement.

3. Client Onboarding:

• Manage 1 to 3 onboarding projects at a time, mainly BESS and hybrid, as well as PV. Adapt the process to each client’s assets, data sources and operating model.
• Ensure a smooth integration of storage, solar and hybrid assets into SynaptiQ, with correct data mapping, validation and KPI setup (e.g. availability, round-trip efficiency, state of health and cycling for BESS; performance ratio and energy yield for PV).
• Guide new clients through to becoming mature, self-sufficient users of the platform.

4. Training and Webinars:

• Run training sessions and webinars so clients can use SynaptiQ confidently for both BESS and PV operations and performance analysis.
• Create user guides and training materials tailored to storage, solar and hybrid use cases.
• Support customer advocacy through case studies, testimonials and reference calls that show the value of SynaptiQ.

5. Collaboration and Continuous Improvement:

• Work closely with the Customer Success team and with Presales, Support, Product and Development.   
• Feed customer insights, especially from BESS and hybrid users, back into the product roadmap and help shape SynaptiQ’s storage capabilities.