Entrepreneurship in the territories: is it the right time?
ROLE OVERVIEW
Helios is seeking a Customer Success & Sustainability Officer to own the post-installation experience for our growing customer base. This role integrates customer support, system performance monitoring, and sustainability impact tracking to ensure each installed system delivers strong energy generation, measurable cost savings, and documented environmental benefits.
You will be the primary relationship owner for Helios customers after commissioning and a key contributor to our portfolio of distributed energy assets. You will catch performance issues before customers notice them, help customers understand the value their system is generating, and translate technical data into clear sustainability insights that matter to homeowners and stakeholders alike.
As a fast-growing startup, Helios values team members who are not only process-oriented but genuinely hands-on. The ideal candidate is comfortable working across systems and people — managing tickets and dashboards one moment, explaining CO₂ savings to a customer the next.
KEY RESPONSIBILITIES
Customer Success & Support
- Serve as the primary point of contact for customers after system commissioning
- Respond to inquiries and concerns in a timely, professional, and empathetic manner
- Walk customers through their monitoring platform, production reports, and savings dashboards
- Provide first-level technical guidance so customers feel confident, not confused
System Performance Monitoring
- Track live energy generation across Helios' installed PV portfolio
- Compare actual vs. expected output — and escalate when something dips
- Identify faults, outages, and inefficiencies before they become customer complaints
- Own each issue from detection through full resolution
Issue Coordination & Resolution
- Triage and manage technical issues including outages, faults, and monitoring gaps
- Coordinate with O&M teams for maintenance and repairs, keeping customers informed at every step
- Manage warranty claims and ensure issues are fully resolved and documented
Sustainability & Impact Tracking
- Track and report key impact metrics across systems: energy generation (kWh), estimated savings (₱), and avoided emissions (tCO₂e)
- Translate technical data into clear, customer-friendly sustainability insights
- Proactively communicate environmental and financial impact to customers
- Support internal reporting for impact publications, investor updates, and partnerships
- Contribute to improving Helios' methodologies for measuring and reporting climate impact
Reporting & Continuous Improvement
- Maintain accurate records of customer interactions, system performance, and issue resolutions
- Generate regular reports on customer issues, portfolio performance trends, and sustainability metrics
- Surface recurring patterns and bring concrete recommendations for process and product improvement
