Customer Success Associate (Content Design and Communications)

over 2 years ago
Full time role
Remote... more
Remote... more

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 has experience in marketing, design, and/ or content development and wants to apply those skills to educating, preparing, and supporting our customers. This person 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

  • Develop content and execute production of internal and external training materials such as webinars and microvideos
  • Build collateral to prepare customers for periods of high Demand Response (DR) activity and to support customer education on Distributed Energy Resources (DERs)
  • Work closely with cross-functional teams, particularly Marketing, Product Management, and other teams within the Operations organization,, 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

Responsibilities - Create informational customer-facing videos:

  • Work cross-functionally to develop content plan
  • Draft script, record, and edit using Loom, Vimeo, or a similar tool
  • Coordinate internally for content placement and distribution

Responsibilities - HubSpot Subject Matter Expert:

  • Serve as key resource in overseeing use of HubSpot as a key communications tool
  • Identify and implement best practices across the organization
  • Coordinate closely between CS and Marketing to ensure effective and efficient use of HubSpot

Responsibilities - Coordinate cross-functionally and create, document, and improve on processes:

  • Coordinate with internal stakeholders on process establishment and improvement
  • Create scalable processes, with automations where possible
  • Support to projects within CS/Ops organization
  • Support to projects between CS/Ops and other teams within Voltus

Responsibilities - Create excellent and informative experiences for our customers:

  • Apply an analytical and process mindset to execute and improve on customer communications
  • Improve existing and craft new communications templates and processes
  • Define key milestones for customer engagement; design and automate these engagements
  • Map, draw insights from, and define areas to improve the customer experience with products, programs, and services

Qualifications

  • Strongly aligned with Voltus values and mission 1-3 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
  • Excellent video content creation skills
  • Strong empathy for customers AND passion for revenue and growth
  • Deep knowledge of HubSpot
  • Strong experience with Loom or other similar video creation tools required
  • Experience with Lessonly or other internal training tools preferred
  • Experience with Salesforce preferred
  • Experience working with SaaS products preferred
  • Relevant Bachelor’s degree
  • The role is remote

At Voltus, we are proud to be an equal opportunity employer because we recognize that a diverse organization begins with a diverse candidate pool. This means we do not tolerate discrimination of any kind and are committed to providing equal employment opportunities regardless of your gender identity, race, nationality, religion, age, sexual orientation, veteran status, disability status, or marital status.

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