Client Success Manager (Australian Solar & Energy Client)

Virtual Heroes is recruiting on behalf of a client in the Solar, Battery, and Renewable Energy sector for a full-time Client Success Manager role based onsite in Karachi (Ittehad Lane 1, Phase 6, DHA). The position requires working hours from 3 AM to 11 AM. This role focuses on managing the customer journey after the installation of solar or battery systems, ensuring clients receive ongoing support and remain satisfied throughout their post-installation experience. The Client Success Manager will serve as the primary point of contact, responsible for delivering documentation, addressing concerns, coordinating with internal teams, and maintaining clear communication until all matters are resolved.

Key Responsibilities

Client Ownership After Installation: Take full ownership of customers once installation is complete. Act as the main contact for all post-installation communications, providing timely updates and support. Maintain detailed records of all customer interactions and outstanding actions.

Post-Installation Documentation: Ensure all required documentation is sent to customers promptly and accurately. Follow up internally to obtain any missing documents and keep records confirming successful delivery.

Customer Issues & Resolution: Manage and respond to post-installation customer concerns by identifying the appropriate internal teams—such as installers, project managers, technical support, or suppliers—to address issues. Coordinate communication and follow up until resolution is achieved. Keep customers regularly informed and escalate serious or unresolved matters to management as needed. While not expected to personally resolve technical problems, the role demands ownership of communication and coordination throughout the process.

Customer Satisfaction & Reviews: Conduct follow-ups to confirm customer satisfaction after installation. Request Google reviews and feedback professionally to maximize response rates. Track customer contacts and reviews, and identify highly satisfied clients who may provide referrals or testimonials.

Payment Follow-Ups: Assist with following up on outstanding customer invoices by communicating professionally regarding balances and keeping management updated on unresolved accounts.

Administration & Reporting: Maintain accurate records of customer issues and post-installation activities. Update internal systems, spreadsheets, and project management platforms regularly. Provide management with visibility on outstanding matters and assist with general administrative tasks as required.

Required Qualifications

- Proven experience in customer success, customer service, account management, project coordination, operations, or administration, preferably within the Renewable Energy sector.
- Highly organized with excellent follow-up skills and the ability to manage multiple customers simultaneously.
- Strong verbal and written English communication skills.
- Professional and calm demeanor when handling complaints or frustrated customers.
- Ability to coordinate effectively across multiple teams and stakeholders.
- Detail-oriented with a focus on maintaining accurate records.
- Proactive and self-motivated, capable of working independently without constant supervision.
- Comfortable using spreadsheets, CRMs, and project management tools.
- Skilled at prioritizing urgent matters and managing competing priorities.

Preferred Qualifications and Benefits

While not explicitly detailed, candidates with prior experience in the Renewable Energy industry will have an advantage. Success in this role is measured by customers receiving documentation without delays, transparent communication regarding outstanding issues, thorough follow-up on all matters, professional complaint handling, and encouraging positive customer reviews. The role offers the opportunity to contribute significantly to customer satisfaction and company reputation.

The ideal candidate embraces the mindset: “This client is my responsibility until everything is sorted.” If you have strong communication skills, enjoy working closely with customers, and are confident managing multiple follow-ups and priorities, this role offers a rewarding challenge in a growing industry.