Client Success Coordinator, EnergyHub

• This role is perfect for someone passionate about working with clients and software products, who enjoys owning manual processes and automating them whenever possible while striving for continuous improvement
• The ideal candidate is an effective multi-tasker with great attention to detail
• They are a quick learner and self-starter, capable of synthesizing, analyzing, and communicating data to various audiences
• They can identify and implement efficiencies in internal client processes, build relationships effortlessly, stay client-focused, and consistently achieve results
• Bachelors degree or equivalent education/experience
• 1-3 years of professional experience in technology services, customer success, or a related field
• Excellent communication skills and the ability to describe complex and technical topics in an engaging, succinct manner
• Demonstrated success in a support role, preferably within a client-facing environment
• Strong organizational and project management skills with the ability to multitask, hit deadlines, and think through risk and dependencies
• An analytical, yet creative and curious mind, with a confident approach to numbers and spreadsheets
• Ability to build trust and outstanding client and partner relationships
• Experience collaborating with cross-functional teams to the benefit of the client and long-term vision of the organization
• Good judgment in a business context
• Experience working with a team in a fast-paced work environment
• Willing and available to be on call for after-hours emergency client escalations when needed

Desirable

• EnergyHub’s Client Success team launches and operates best-in-class programs for electric utilities, helping them address grid challenges by engaging customers with connected devices
• As a Client Success Coordinator, you will support the Client Success team in achieving their goals by assisting with program launches, maintaining strong client relationships, and ensuring seamless day-to-day program operations
• This role is part of the wider Customer Organization team and will be managed by a Client Success team Operations Manager
• This role will coordinate work for the geographically-organized “West pod” of the EnergyHub Client Success Team and they must be willing to work Pacific Standard Time (PST)/Mountain Time (MT) and Pacific Daylight Time (PDT) working hours, ideally from a location within those time zones
• This role will work closely with a Client Success Coordinator for the Midwest client pod and will report to the West pod Team Lead
• Ensure day-to-day program operations for your region are seamless and client goals and needs are top of mind for the organization
• Support the Client Success team in managing internal expectations as well as those of clients
• Prioritize program tasks using business judgment to balance internal objectives with client goals
• Serve as the first point of contact for tech development and the escalation and resolution point with customers for specific domain/product issues
• Maintain consistent and frequent communication with an array of stakeholders including clients and device partners to ensure efficient program implementation
• Review ongoing needs and provide timely solutions and recommendations to help achieve program success
• Assist in analyzing and presenting key results, and delivering nuanced technical and data-driven messages to clients
• Develop a comprehensive knowledge of demand management, services & offerings, DERs, and the drivers of program success
• Foster a deep understanding of the product, service offerings, and functionality
• Provide administrative support to the Client Success team, including preparing reports, and maintaining documentation
• Assist in troubleshooting and resolving operational challenges
• Other duties as assigned