Customer Success Associate

  • Voltus
  • Remote
  • Sep 27, 2021

Job Description

Voltus is in an exciting period of rapid growth! We are looking for a Customer Success Associate who is passionate about delivering cash to clients and helping them get the most from demand response programs.As the “connective tissue” of the company, it is critical that you intimately know why our customers work with Voltus, while directing resources at your disposal to fulfill our promise. You are intellectually curious, you possess excellent communication skills, you love data, you have strong project management skills with a great bedside manner and you thrive in a fast-paced, customer-centric environment.The role is a great opportunity for someone who is a problem solver and gets excited about tackling challenges that directly impact customers and Voltus’s bottom line. If you are maniacally self-initiated, intelligent and a team player who finds great satisfaction in getting things done, you are a great fit!

Primary Objectives

  • Work closely with cross-functional teams, stakeholders, and CS and Ops functions on communications, onboarding, and other customer success projects;
  • Build and maintain processes, reports, and deliverables for a variety of business questions and product activity;
  • Represent the Voice of the Customer to other internal teams through collecting, tracking, and acting on customer feedback.

Responsibilities - Communicate Effectively:

  • Support to projects within CS/Ops organization
  • Support to projects between CS/Ops and other teams within Voltus
  • Align with Marketing to ensure value proposition is supported by customer success
  • Align with Product and Operations around driving product roadmap
  • Align with Sales around retention and maximizing cash for customers

Responsibilities - Develop and implement processes and systems to measure and continuously improve customer success KPIs:

  • Establish systems for tracking metrics
  • Use data and analytics to drive customer success initiatives and enhancements
  • Tell a compelling story with data
  • Regularly report KPIs

Responsibilities - Serve as the Voice of the Customer to the organization:

  • Create formal and trackable processes for customer engagement and outreach
  • Work closely with the engineering and product teams and suggest product improvements that engage customers better in the delivery of our product by deeply analyzing behavioral data
  • Develop, share and continuously build on a deep understanding of what motivates customers to deliver on their commitments

Qualifications

  • Strongly aligned with Voltus values and mission
  • 1-2 years experience in customer-facing role(s)
  • Process-oriented mindset and eye for design
  • Strong attention to detail
  • Demonstrated desire for continuous learning and improvement
  • Excellent communication and presentation skills
  • Strong empathy for customers AND passion for revenue and growth
  • Relevant Bachelor’s degree
  • The role is remote

Organization Type

Company

Organization Size

101-250

Sectors

Energy

Drawdown solutions

Building Automation Systems, Building Retrofitting, Distributed Energy Storage, Grid Flexibility, Net Zero Buildings, Smart Thermostats, Utility-Scale Energy Storage, Utility-Scale Solar Photovoltaics