Manager, Customer Success (Comms and Customer Experience)

over 2 years ago
Full time role
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Job Description

Voltus is in an exciting period of rapid growth! We are looking for a Customer Success Manager 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!

As a Manager on the Customer Success team, you will have three primary objectives:

  • Work closely with cross-functional teams and stakeholders to improve customer communications content, planning, and process automation;
  • Create excellent customer experiences throughout the customer journey with our products, programs, and services;
  • Manage projects across CS and Ops functions.

Responsibilities - Communicate effectively:

  • Apply an analytical and process mindset to execute and improve on customer communications
  • Improve existing and craft new communications templates and processes
  • Work with engineering to build out more comprehensive communication tools
  • Review all customer communications and improve clarity and communication
  • Work with field ops to understand best touch points during onboarding
  • Work cross functionally to develop content and the milestones for communication

Responsibilities - Optimize the Voltus customer life-cycle journey:

  • Map, draw insights from, and define areas to improve the customer experience with products, programs, and services
  • Define key milestones for customer engagement, and design and automate these engagements
  • Drive campaigns for product adoption and track customer engagement with comms and VoltApp
  • Apply a financial and business operations lens

Responsibilities - Support Customer Success and Operations team by tracking and managing cross-functional projects

  • 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

Qualifications

  • Strongly aligned with Voltus values and mission
  • 4+ years experience in customer-focused or customer-facing role(s)
  • Analytical and process-oriented mindset
  • Demonstrated desire for continuous learning and improvement
  • Excellent communication and presentation skills
  • Background in post-sale experience
  • Strong empathy for customers AND passion for revenue and growth
  • Experience with marketing platforms such as HubSpot, Pardot, or Marketo
  • Experience building training and onboarding programs and collateral
  • Ideally experience with Salesforce
  • Relevant Bachelor’s degree; preference for STEM degrees
  • The role is remote

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