Sr. Customer Success Specialist

Job description

Volue is a technology company dedicated to powering those who power the world. We work with energy companies, grid operators, and infrastructure providers across 40+ countries — helping them forecast more accurately, trade with confidence, and operate critical infrastructure reliably. Our software, data, and insights support some of the most important decisions in the European energy sector every day. We genuinely care about the green transition, and the work we do here has a real part to play in making it happen. We are looking for a Senior Customer Success Specialist to join our Customer Success team in Turkey. In this role, you will be responsible for building long-term customer relationships, maximizing customer value, and ensuring successful adoption of Volue's software solutions. You will work closely with customers and cross-functional teams to deliver an outstanding customer experience, identify opportunities for business growth, and contribute to continuous improvements in customer success practices through data-driven insights, automation, and AI-enabled ways of working. What you will do to make a difference • Manage strategic customer portfolios and ensure long-term customer satisfaction, retention, and value realization. • Act as a trusted advisor for customers by understanding their business needs and aligning them with the company’s products and services. • Monitor customer health, usage, adoption, and feedback to identify risks, improvement areas, and growth opportunities, using data-driven and AI-assisted insights where relevant. • Lead onboarding, training, product demonstrations, and customer enablement activities. • Handle complex customer requests, complaints, and escalations in coordination with internal teams. • Identify upsell and cross-sell opportunities by promoting product value and supporting business growth. • Improve customer experience by enhancing onboarding processes, tutorials, documentation, communication infrastructure, and AI-supported knowledge resources. • Leverage AI tools and automation to improve Customer Success workflows, customer support efficiency, reporting, documentation, and internal knowledge management. • Identify opportunities to apply AI-driven solutions in customer workflows and internal CS processes, supporting the company’s broader AI adoption strategy. • Provide structured customer feedback to Product and Development teams and contribute to product improvement initiatives. • Mentor junior team members and support the standardization of Customer Success processes, best practices, and AI-enabled ways of working. • Participate in cross-functional projects, including AI and automation initiatives, and represent the Customer Success perspective in internal initiatives. What you need to succeed Must-Haves • 5+ years of experience managing client relationships, account management, or customer success in a technology or SaaS environment. • Bachelor degree in related fields (Engineering, Mathematics, Statistics, Computer Sciences and Management) • Fluency in English is required. • Exceptional ability to communicate and foster positive business relationships. • Integrity, accountability and personal organization are essential. • Deep understanding of customers concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed. • Experience with database technologies (Preferred MS SQL) Nice-to-Haves • Understanding of software development life cycles • Experience in energy related products is a plus. • Know-how and experience about Turkish and European Power Markets • Experience with reporting & Data Visualization tools (Preferred powerBI) • Experience with database technologies (Preferred MS SQL) What we offer • Meaningful work with a clear connection to the energy transition — you will see how your contribution makes a difference. • Flexible working arrangements and a culture built on trust and autonomy. • Competitive compensation that reflects your experience and the market • An international and collaborative environment, with colleagues across 40+ countries. • Real influence over how your role develops — we welcome people who want to grow with us. Our Culture At Volue, we believe that in order to be a successful company, we need to bring everyone to the table. We actively build diverse teams because we know they make better decisions and create more value. By inclusion, we mean creating a sense of belonging and community at work. We want the people of Volue to feel welcome, valued, and encouraged to bring their whole, unique selves to work.Volue is about people. From staff to clients, people are at the center of all our operations. We strive for a flat structure where everyone feels included, appreciated and recognised for their individual contributions — what we call “ONE Volue”.