Job Description
About This OpportunityWe are seeking a Customer Success Specialist who will play a crucial role in in ensuring customer success on Gazebo, our energy performance platform, by fostering deep relationships with customers and acting as the primary point of contact. The Customer Success Specialist is responsible for managing customer communications and coordinating internal efforts to meet customer needs promptly and efficiently. They will oversee the integrity and confidentiality of client data, ensuring all data is accurately managed and easily accessible. A significant part of the role involves guiding new customers through the platform setup and integration process, ensuring a smooth and supportive onboarding experience. The Customer Success Specialist also creates customized dashboards that provide clients with actionable insights, helping them understand and maximize the benefits of our platform. In addition to technical support, the role includes the development and updating of customized instructional materials and conducting training sessions to enhance customer proficiency within the platform. The specialist is proactive to gather and address customer feedback, continuously seeking ways to improve customer satisfaction and engagement. Overall, the Customer Success Specialist is a key player in driving the adoption and effective use of our energy performance platform, ensuring customers receive the highest level of service and support.
About Us
At Cascade Energy, we believe in better. We come to work every day with a drive for continuous improvement, and we dedicate ourselves to making industrial energy efficiency happen in smart, measurable, and sustained ways. We offer utilities and industrial facilities novel ways to meet their sustainability, emission reduction, and energy savings goals. We specialize in energy efficiency program design and implementation; carbon tracking and report; scope 1,2, and 3 consulting services, energy efficiency engineering; energy management software, and hands-on training and coaching. Our reputation for stellar, high-quality work has expanded our reach throughout North America to serve clients ranging in size from small up to Fortune 500 companies in their pursuit of wide-ranging decarbonization and energy savings objectives. Cascade has offices in Oregon, Washington, Utah, Colorado, Idaho, Illinois, California, and the Northeast region.
Why work at Cascade?
As a 100% Employee-Owned Company (ESOP), Cascadians foster and value a culture of equals, initiative, and ownership. Our teams reflect our core company values: Do the Right Thing; Put Others First; Seek Shared Success; Learn Constantly; and Be Industrious. Our customers are vitally important to us, and we pride ourselves on stellar customer service. Our team members are a dedicated and diverse group of ambassadors, representing Cascade Energy, striving to embody our values, ensure we are responsive, and consistently delighting our customers.
In alignment with our values and doing better, Cascade Energy celebrates and values diversity as vital for increased creativity and innovation and faster problem solving, and we are committed to providing an environment of mutual respect, free of discrimination and harassment. Learn more about DEIA at Cascade by visiting cascadeenergy.com/deia.
Cascade promotes a healthy work-life balance and appreciates employee contribution in all areas. We walk the talk about our commitment to learning constantly, with a focus on the ongoing development of every team member. Cascade is a strong supporter of flexible working arrangements, and offers role-dependent options for remote, hybrid, and in-office work.
What You Will Be Doing:
- Account Management: Serve as the primary point of contact for customer accounts, maintaining and deepening relationships.
- Data Management: Manage the collection, input, and verification of data, ensuring accuracy and accessibility.
- Customer Onboarding: Guide new customers through the platform setup and integration process.
- Dashboard Creation and Analytics: Develop customized dashboards that effectively display KPI, data, and analytics tailored to customer needs.
- Tier 1 Support: Offer first-level support for customer inquiries and issues, troubleshoot and provide timely and effective solutions to enhance customer satisfaction.
- Customer Engagement and Success: Proactively manage customer engagement through regular check-ins and partner with the Customer Success Manager.
- Revenue Tracking and Invoicing: Manage and ensure accurate billing based on contract structure and monitor platform usage.
Qualifications
Applicants for this role are required to have:
- AA/BA/BS degree in Business, Marketing, Communications or equivalent work experience.
- Minimum 3 years of experience as a Customer Support, Account Management, Sales, or Customer Success Role for B2B SaaS products.
- Experience working with customers across multiple locations.
- Desire to learn and the ability to grasp technical concepts and domain knowledge centered around decarbonization and energy efficiency quickly
- Experience in the technology or energy sector with the ability to work with a diverse group of users
- Strong analytical skills with experience in dashboard creation and data analytics
- Technical proficiency with CRM software, data management tools, and analytics platforms
- Problem-solving skills with the ability to identify, diagnose, and provide resolution to issues
Compensation & Benefits
Our total rewards include competitive pay and excellent benefits. These include health (90% paid for team member, 70% paid for dependents on HDHP plans and 85% paid for team member, 65% paid for dependents on PPO plans), vision, FSA or HSA options with an employer contribution, life insurance, short- and long-term disability insurance, paid parental leave, 401k retirement plan with a guaranteed 3% contribution, Employee Stock Ownership Program (ESOP), annual cash performance bonus, paid vacation, sick time, and an inclusive, flexible paid holiday policy. New for 2024 – we are excited to add an additional wellbeing contribution of $500 for HSA, FSA, or LSA (Lifestyle Spending Account).
The salary range for this position in Portland OR is $59,115 - $88,725. However, final salary offered may vary depending on non-discriminatory factors such as job-related knowledge, skills and experiences, and geographical location if different than the above.
Application Process
Please submit a current resume (PDF). We would also appreciate a letter of interest (PDF) describing why our team or the position resonates with you, and how your experience makes you a great choice for the role. If you submit a letter, please combine it with your resume in one PDF document.
- Please, no phone calls.
- Please, no outside recruiters or agencies.
- Cascade Energy is not able to provide sponsorship for work authorization in the U.S., which includes OPT.
AAP/EEO STATEMENT
Cascade is an Equal Opportunity Employer; employment decisions are made without regard to race, color, religion and religious practices, sex (including pregnancy, gender expression, and sexual orientation), national origin, age, physical or mental disability, genetic information, or family, marital, or veteran status. To request a reasonable accommodation during the application and interviewing process, please contact the Cascade recruiter. Cascade Energy uses the federal E-Verify system to determine eligibility for work in the United States and conducts post-job offer, pre-employment drug screening.
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