Customer Success Lead

Job Description:

The Customer Success Lead is responsible for building positive customer relationships, documenting and analyzing customer feedback, initiating solutions through NES team members, and delivering communications that bring customer success.

What you'll do:

• Develop and maintain strong relationships with customers to ensure their success and satisfaction.
• Served as the primary point of contact for customers, addressing their inquiries and resolving any issues they may have encountered.
• 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.
• Manage Commercial clients.
• Track and report on customer success metrics, including customer satisfaction, retention rates, and product usage.
• Understand all of NES’s services
• Manage all individual customer touchpoints regarding troubleshooting, cancellations, collections, etc.
• Manage customer data flow
• Reach out to all customers to hold conversational experience reviews.
• Implement and maintain customer experience information.
• Regularly analyze data and propose solutions to improve customer experience.
• Effectively and efficiently manage customer questions and issues through knowledgeable and gracious answers to concerns.
• Develop a process and/or solution to customer issues.
• Work with NES stakeholders to engage in the solution process.
• Manage communication plan for all active customers
• Maintain Expertise on the sub
• Regularly analyze data and propose solutions.
• Other duties as assigned

What you'll need:

• 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

Additional Eligibility Qualifications:

• 2-3 years of experience in billing or service in the energy industry
• Experience in renewable energy
• Experience Procore or similar construction management software

Benefits

Medical and Dental, Vision, FSA/HSA, company paid disability and life insurance, 401(k) retirement savings, generous paid time off and holidays.

About Novel Energy Solutions LLC

At Novel Energy Solutions, we encourage a high level of respect for one another, the desire for self-improvement, and an enthusiasm for our work each day. We aim to provide a joyful environment in which together, we can pursue our passion for renewable energy. If you’re looking for a company where your accountability, drive, and self-awareness will be well-rewarded, come grow with us, and help make our universe a better place.

Our Hiring Process

Stage 6:

Offer

Stage 7:

Hired

Stage 1:

Applied

Stage 2:

Review

Stage 3:

Phone Screen

Stage 4:

Hiring Manager Interview

Stage 5:

Values Interview