Customer Success Manager

Description

• Independently prepare and conduct regular reviews with the customer going over program performance including bi-weekly check ins and quarterly business reviews.
• Perform regular customer specific check-ins to aid in increased satisfaction. Set up and run customer meetings that proactively demonstrate our value to them and cover billing, capital investments, energy savings, new offering, supply options & related topics to meet expectations.
• Resolve complaints & keep track of all processes/requirements that pertain to the client's needs.
• Collect and analyze data concerning consumer behavior to understand changing needs.
• Offload day-to-day CSTAT issues off the Account Executives to create additional selling bandwidth.
• Build strong client relationships at the executive level to maintain current business and assist in the acquisition of new customers/locations through referrals.
• Track all interactions with Brand's customers using our CRM.
• Adhere to training, playbook, procedures and contact hygiene inside tech stack tools provided.
• Coach and coordinate the internal teams to best support your customer base.
• Travel as needed to meet with customers.
• Communicate with executive level contacts at our largest customers to ensure that their needs are understood and addressed to best support the Brand's customer base.
• Solve problems for customers by understanding and exceeding their expectations through proactive (and automated) communication approach methodologies.
• Responsible to drive Brand specific (or Brand Group oriented) success for all existing Owners, customers on program as well as successful support of onboarding new Brand owners ensuring elite service and support though customer journey.
• Collaborate with internal departments to ensure that customer requests are fulfilled, projects are going to plan, and we are regularly communicating with our customer.
• Expand and upsell existing customers by providing excellent communication, service and onboarding/installation experience with the goal of gaining expansion with additional locations signed onto Budderfly program.

Requirements

• Strong interpersonal, analytical, oral, written communication, and presentation skills.
• Extensive experience building and managing C Level relationships with clients in an Executive Sales or Account Management role.
• CRM experience required.
• Able to work independently.
• Strong problem-solving skills.
• Operational experience preferred.
• Ability to use multiple tools to fully understand internal and external customer issues and business needs.
• Ability to prioritize and support multiple customer projects simultaneously.
• Responsiveness to assigned customer tickets and inquiries, including emergency or CSAT requests, that could occur outside of standard business hours
• Detail oriented, organized, thorough and productive.
• Bachelor's Degree or related Energy industry experience.
• Ability to understand and assist in meeting customers' company sustainability goals.

Benefits

• Opportunity to work as part of a team that values its members and works together to achieve positive change.
• Full benefits package including medical, dental, vison, 401K, life insurance, and disability insurance
• Career advancement opportunities in a fast-growing, supportive company environment
• Competitive pay

Training + Development

Interview process

Visa Sponsorship

Security clearance