Client Success Coordinator, EnergyHub

• This role is an ideal springboard for somebody that is motivated to start their career in Climate Tech and client success management: you will be exposed to all aspects of EnergyHub’s full suite of products, services and projects - setting you up to start managing accounts yourself as our organization and client base expands
• This role is perfect for someone passionate about working with clients and software products, who enjoys executing operational tasks and identifying opportunities to improve or automate them whenever possible
• 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 - an academic background in environmental studies, energy policy, business, analytics, engineering, marketing or economics is a plus; but not a must
• 1-3 years of professional experience in technology services, customer success, or a related field (tech sales planning, client services, ad operations, business or financial analyst, junior consultant, …)
• 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, handling foundational level operational tasks and day-to-day processes during different points in the client life cycle to help maintain strong client relationships
• You will be part of our Central Pod of client success managers and sales folks; reporting into a seasoned Sr Client Success manager
• 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 bugs, and contribute to the escalation and resolution for specific domain/product issues
• Ensure account activities are in accordance with established standard operating procedure for the accounts you are supporting, and create relevant reporting and perform basic analysis
• Participate in and take notes during onboarding, workshop and recurring calls with clients
• 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 and the power industry, EnergyHub’s services & offerings, distributed energy resources, 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 with preparing reports, maintaining documentation, potential pager duty and invoicing
• Assist in troubleshooting and resolving operational challenges
• Other duties as assigned