Senior Customer Success Administrator

The role

You will own the operational backbone of global renewals and customer success processes while acting as the team lead for the Customer Success Administrator team. You will mentor administrators and drive the adoption of Salesforce and AI-enabled tooling.

What you will do

• Mentor, coach, and train administrators
• Support onboarding of new hires
• Act as the first point of escalation for the team
• Coordinate and manage responses to customer RFPs, RFQs, and RFIs
• Maintain a library of standard responses and company information
• Track RFP/RFQ timelines and outcomes
• Own and oversee the renewal process by generating and reviewing renewal quotes
• Collaborate with legal, finance, and sales teams on contract amendments
• Own data integrity standards in Salesforce
• Identify inefficiencies and lead process improvements using automation and AI tools

Required qualifications

• 5-8 years of experience in a customer success, administrative, or operations role within a SaaS, technology, or enterprise software environment
• Proven experience owning end-to-end contract renewals, managing customer accounts, and optimizing business processes across multiple regions
• Decent hands-on experience handling RFPs, RFQs, and RFIs
• 1-2+ years of experience leading, mentoring, or coordinating a team
• Advanced proficiency in Salesforce
• Hands-on experience with workflow automation tools and data analytics platforms
• Strong ability to analyze data, generate reports, and translate insights into actionable recommendations
• Excellent verbal and written communication skills
• Strong interpersonal skills
• Ability to think strategically and execute solutions
• Proactive approach to identifying challenges and implementing resolutions
• Self-motivated, proactive, and able to work independently

Nice to have

• Experience with HubSpot or similar CRM platforms
• Experience with multi-currency data and global reporting
• Salesforce certification (e.g., Salesforce Certified Administrator, Advanced Administrator, or Platform App Builder)
• Exposure to, or certification in, AI tools (e.g., Claude, ChatGPT, Microsoft Copilot, Salesforce Einstein / Agentforce)

About the company

Energy Exemplar is a global software company founded in 1999 in Adelaide, Australia. Their mission is empowering transformative energy decisions through a software portfolio including PLEXOS, Aurora, and Adapt2.