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Customer success lead

Fully
Novel Energy Solutions
EUR 70’000 pro Jahr
Inserat online seit: 11 Juli
Beschreibung

Job Type

Full-time

Description

Summary

The Customer Success Lead is responsible for building positive customer relationships, documenting and analyzing customer feedback, initiating solutions through NES team members, and delivering communications that bring customer success.

Job Responsibilities


* Advise call center and collections personnel on elevated customer inquiries
* Facilitate reporting of customer success metrics and perform critical analyses aimed at improvement
* Assist with implementation of customer incentives, feature changes, and tracking initiatives
* Develop and maintain strong relationships with customers to ensure their success and satisfaction.
* Serve as the primary point of contact for customers, addressing their inquiries and resolving any issues they may encounter.
* Conduct regular check-ins with customers to understand their needs and provide proactive support.
* Collaborate with internal teams to ensure customer needs are met and to provide feedback for product improvements.
* Monitor customer usage and engagement with our products and services, identifying opportunities for upselling and cross-selling.
* Provide training and onboarding support to new customers to ensure a smooth transition and successful adoption of our products.
* Manage commercial clients.
* Track and report on customer success metrics, including customer satisfaction, retention rates, and product usage.
* Understand all of NES’s services.
* Manage all individual customer touch points regarding troubleshooting, cancellations, collections, etc.
* Manage customer data flow.
* Reach out to all customers to hold conversational experience reviews.
* Implement and maintain customer experience information.
* Regularly analyze data and propose solutions to improve customer experience.
* Effectively and efficiently manage customer questions and issues through knowledgeable and gracious answers to concerns.
* Develop a process and/or solution to customer issues.
* Work with NES stakeholders to engage in the solution process.
* Manage communication plan for all active customers.
* Regularly analyze data and propose solutions.
* Other duties as assigned.

Key Qualifications

* Bachelor’s degree, preferably in business or communications
* 3-5 years of experience managing a customer/client services experience or success team
* Demonstrated ability to resolve customer issues
* Proficiency in MS Office Suite
* Experience in data management systems such as Hansen or similar
* Experience with CRM, such as HubSpot or similar
* Strong attention to detail
* Exhibited capability of building and maintaining relationships
* Demonstrate understanding of the nuances of communication and interpersonal relationships
* Flexibility and adaptability to changing requirements

Desired Qualifications

* 2-3 years of experience in billing or service in the energy industry
* Experience in renewable energy
* Experience with Procore or similar construction management software

Requirements

Work Environment

This job generally operates in a professional remote office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.?

Physical Demands

Role

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this remote office-based role:

* Communication: Frequently required to talk and hear in person and via phone or video conferencing.
* Mobility: Frequently required to sit for extended periods; occasionally required to stand, walk, and reach with hands and arms.
* Manual Dexterity: Regular use of hands to operate a computer keyboard, mouse, and other office equipment.
* Vision: Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
* Lifting: Occasionally required to lift or move office supplies or equipment up to 15 pounds.

Position Type/Expected Hours of Work

This position occasionally requires long hours and occasional weekend work.

Travel

Travel is primarily local and by automobile during the business day, although some projects may require more out-of-the-area and overnight travel.

Novel Energy Solutions is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.

Salary Description

$60,000-$80,000 annually #J-18808-Ljbffr

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