Customer Success Specialist

Description:

Summary

As a remote Customer Success Specialist, you will be responsible for building and maintaining strong relationships with our customers. You will work closely with clients to understand their needs, provide solutions, and ensure they achieve their desired outcomes with our products and services. Your goal is to drive customer satisfaction, retention, and growth.

Job Responsibilities

• 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.
• Track and report on customer success metrics, including customer satisfaction, retention rates, and product usage.
• Understand all of NES’ services
• Manage all individual customer touch points regarding troubleshooting, cancellations, collections, etc.
• Manage customer data flow
• Manage communication plan for all active customers
• Maintain Expertise on the sub
• Regularly analyze data and propose solutions.
• Other duties as assigned

Requirements:

Work Environment

This job generally operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.?The employee is occasionally exposed to a variety of extreme conditions at job sites. The noise level in the work environment and job sites can be loud.?

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• While performing the duties of this role, the employee is regularly required to sit for extended periods, communicate effectively, and actively listen. Frequent use of hands and fingers is necessary for handling, feeling, and operating tools or equipment.

Position Type/Expected Hours of Work

This remote position occasionally requires long hours and occasional weekend work.

Travel

No travel is required.

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
• Demonstrates understanding the nuances of communication and interpersonal relationships
• Flexibility and adaptability to changing requirements

Desired Qualifications

• 1-2 years of experience in billing or service in the energy industry
• Experience in renewable energy
• Experience Procore or similar construction management software

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.

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