Customer Success Associate - Communications & Systems Specialist
Job Description
About Voltus Voltus represents the "potential of us" to better manage energy through simple, cost and risk-free demand response programs. Our commercial and industrial partners generate cash by allowing us to maximize the value of their operational flexibility in energy markets. We hire teammates who are bright, gritty, and good with a genuine passion for delivering a cleaner energy future and working in a fast-paced, entrepreneurial environment. The Role Are you interested in tackling complex challenges to build and maintain a superior customer experience (CX) for our partners? The Customer Success Associate will intimately understand the entire customer journey and support the development of scalable systems to deliver meaningful content at the right time to help customers succeed and maximize dollars earned. You will: synthesize complex information and processes into visually appealing, easy to understand customer-facing materials with a diverse target audience; utilize your Salesforce and HubSpot expertise to develop scalable automated customer touchpoints; and unite internal teams to advance customer-centric initiatives that ensure a positive and consistent experience.The Customer Success team is the “connective tissue” of the company. We understand why our customers work with us and coordinate cross-functionally to fulfill our promise, ensure an excellent experience, deliver expected dollars to customers and megawatts to markets, and help our clients get the most from demand response programs. The Customer Success Associate will have four primary responsibilities:1. Become a customer journey expert• Learn the ins and outs of the Voltus CX and how various internal teams collaborate to deliver it
• Maintain and expand customer journey maps and CX documentation
• Identify customer journey enhancements and driving associated projects to implement them
• Support development and delivery of content at critical customer journey milestones
2. Support Customer Success communications• Work closely with internal teams to maintain communications calendar• Build and deploy digital communications• Analyze engagement to monitor program efficacy and derive valuable insights3. Design simple, attractive, and meaningful assets/collateral• Develop relevant content for key customer milestones using various mediums, including communications, Help Center articles, guides, microvideos, webinars, and surveys• Organize and catalog assets customer-facing assets• Support internal rollout and training on customer-facing assets and new CX initiatives4. Automate and systematize customer journey touchpoints• Develop a deep understanding of our tech stack and data relationships, including HubSpot, Salesforce, Qualtrics XM, and our proprietary software platform, VoltApp• Leverage knowledge of the customer journey, customer-facing assets, and tech stack to identify appropriate triggers for key touchpoints• Partner with Engineering and CRM teams to develop automations that deliver the right content, at the right time, to the right audienceSuccess in the role will include:• Meeting or exceeding Net Promoter and customer satisfaction score targets• Meeting or exceeding communications and content engagement targets• Synchronizing internal teams to successfully implement automated touchpoints• Developing and maintaining a central catalog of customer experience templates and assets• Creating relevant, high quality customer-facing assets that drive engagement & performance• Delivering projects on time• Ultimately, the performance of our partners is how we measure the success of these critical initiatives This role is an excellent opportunity for someone interested in leveraging diverse experience in content development, communications automation/systems administration, and data analysis to optimize our delivery of a consistent and outstanding CX. If you are: hungry to tackle complex problems that directly impact customers’ and Voltus’s bottom line, maniacally self-initiated, intelligent, and a team player who finds great satisfaction in getting things done, we want to hear from you!Desired Qualifications
- Strongly aligned with Voltus’s mission and values (Bright, Gritty, Good)
- Excited to work for a distributed, remote-by-design organization
- Relevant Bachelor’s degree required
- 3+ years of relevant experience in any combination of: customer success, communications, content development, analytics, communications/CX automation, and/or systems administration
- Eye for design and strong proficiency in design tools, such as Figma, Adobe Creative Suite, or similar, and video creation tools, such as Loom, Adobe Premiere Pro, Final Cut Pro, or similar
- Deep knowledge of HubSpot (subject matter expert) required
- Experience with a CRM software (preferably Salesforce) required; experience with CRM integrations, reporting and administration preferred
- Knowledge of survey design and distribution using a platform such as Qualtrics preferred
- Experience with complex, integrated tech stacks and understanding data relationships
- Able to report on and analyze data to generate valuable insights and recommendations
- Excellent communication, presentation, and copy editing skills
- Impeccable attention to detail
- Process-oriented mindset; demonstrated ability to develop new, more efficient ways of doing things
- Able to thrive in a fast-paced, dynamic, entrepreneurial environment, balance competing priorities, and quickly adjust course when necessary
- Strong cross-functional collaboration within complex organizations
- Experience working with SaaS products preferred
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.