Customer Success Associate

Responsibilities

• Manage new and existing customer onboarding from start to finish.
• Serve as the primary point of contact for customers throughout the onboarding journey.
• Partner with Sales, Operations, and Energy Markets teams to deliver the best customer experience.
• Drive adoption and set expectations at the beginning of the customer journey.
• Schedule and lead business meetings with internal teams and customers.
• Communicate onboarding status effectively to avoid delays and ensure seamless internal handoff.
• Provide ongoing account support to customers and sales teams beyond onboarding.
• Reduce the time it takes for a customer to enter the market and ensure they are prepared to perform and earn money.
• Eliminate internal seams so other team members can work efficiently.
• Maintain and grow customer relationships beyond onboarding.
• Provide the Sales team with ongoing account support.

Requirements

• Process-minded with a focus on developing new, more efficient ways to do things.
• Strong attention to detail, intellectual curiosity, bias toward action, and appreciation for urgency.
• Highly organized with the ability to collect and maintain comprehensive and accurate records.
• Passion for working with customers daily.
• Excellent "bedside manner" with a blend of persistence, diplomacy, and energy.
• Fulfillment in helping others succeed.
• Strong empathy for customers combined with passion for revenue and growth.
• Excellent communication and presentation skills.
• Ability to shift priorities quickly when necessary.
• Strong cross-functional collaboration skills.
• Strong Salesforce experience and enthusiasm for using technology to drive efficiency, scalability, and value.
• Understanding of or interest in the role of demand-side resources in energy markets.
• 3+ years experience in customer-facing role(s). Experience working with operations leaders at commercial, industrial, and institutional facilities a plus.
• Relevant Bachelor’s degree (preferred).
• Experience in the energy industry and/or working with our customer profile is required.

Nice-to-Haves

• Experience working with operations leaders at commercial, industrial, and institutional facilities.