Customer Success Manager (m/w/d)

Job Description

The GridX Customer Success Team is looking for a Customer Success Manager, inspired and motivated every day, to deliver excellent customer service to our client base. The Customer Success Manager will work closely with our Customer Success team and utility clients to drive continuous improvement of the product, find new opportunities for growth, and manage the overall relationships.

The ideal candidate will have a strong technical, product or project management, or consulting background, an affinity for data analytics, and the ability to communicate ideas effectively across internal and external stakeholders.

The Customer Success Manager will work in collaboration with our Product and Engineering teams, in the effective delivery, and management of individual GridX SaaS Rate Analytics implementations and ongoing Customer support.

Roles and Responsibilities

• Provide the voice of the customer and assume responsibility for client relationships, product implementation, and project success
• Ensure satisfied customers, high quality solutions and company revenue growth
• Lead cross-functional teams to consistently achieve objectives for on-time, on-budget delivery and earning high client satisfaction scores; leading regular project-level client and internal meetings; tracking engagement success
• Facilitate communications and align expectations between the client, the project team and stakeholders
• Work closely with offshore teams to understand and direct project objectives, priorities, schedules and milestones
• Identify issues, complete descriptive tickets in JIRA, and work with the Engineering team to ensure they are understood and completed
• Configure our solution based on client needs and wants, and continually improve our platform through process and software automation
• Drive expansion and upsells by deeply understanding customer use cases and product applications.
• Continue to look for operational improvements within the organization and implement solutions and/or mentoring of team members in support of those opportunities
• Be able to troubleshoot the platform and identify root cause of issues
• Understand our technical integration processes and assist customers with questions or issues throughout the integration process
• Create client reporting on a weekly, monthly, quarterly, or ad hoc basis

Required Qualifications

• Experience in management consulting or strategic account management, preferably with a software/technology company
• Hands-on experience with software development, consulting and/or product development.
• Possess strong organizational and time management skills, with attention to detail.
• Excellent communication, presentation, and interpersonal skills.
• Ability to distill complex ideas and translate them into terms relevant to disparate stakeholders, including engineers, designers, subject matter experts, and lay people.
• Flexible with ability to adapt to quickly moving projects and capable of working independently with distributed teams.
• Apply a creative and flexible mindset to planning and problem-solving with the ability to focus on the details while maintaining perspective on the big picture.
• Strong project manager with experience in a fast-paced, tech environment requiring adaptability and high-quality performance
• Comfortable working directly with clients and expanding client relationships
• Strong quantitative and analytical skills with an understanding of web analytics, optimization, and reporting tools
• Comfortable working directly with clients and expanding client relationships
• Master of multitasking
• Creative and willing to push the envelope

Preferred Qualifications

• Experience with energy efficiency and program implementation is highly desired

• Experience in behavior-based economics and/or marketing highly desired

• Experience in management consulting or strategic account management, preferably with a software/technology company.

• Creative and flexible mindset to planning and problem-solving with the ability to grasp the details while maintaining the big picture.

• Strong management presence and experience advising external and internal teams and clients.

• Experience in cloud technologies (e.g. AWS, GCS)

• Experience working with a start-up strongly preferred

Compensation

Compensation is determined by several factors which may include skillset, experience level, and geographic location. The expected base salary range for this role is $100,000 to $120,000 per year. Please note this range is an estimate and actual pay may vary based on qualifications and experience.

Our Interview Process

Intro Call (20-30 minutes)

Interview #1 Technical Interview with Hiring Manager, Director of Customer Success (45-60 minutes)

Interview #2 Interview with Sr Customer Success Manager (45-60 minutes)

Interview #3 Interview with VP of Customer Success (45-60 minutes)

Our Values

Our values are closely-held beliefs designed to drive the right actions and the right decisions that are authentic to GridX. We expect results delivered in a way consistent with GridX values. In exchange, we reward high performance. We:

• eXplore the possible - Everyone is empowered to innovate, fail and iterate in delivering our clean energy future. Consistent progress is our default.
• eXecute on big goals - We are owners, taking responsibility for achieving results. We think long-term, sweat the details, and use resources wisely.
• eXcel together - Collaboration and camaraderie are at our core. We cheer for and challenge each other to be our best. We win together.
• eXemplify success - We do the right thing and act with integrity, even when no one is looking. We prove that it’s possible to do well by doing good.