Who we are: EnergyCAP, LLC is an industry-leading and award-winning software company providing solutions to optimize energy use, encourage sustainable resource utilization, and support our customer’s goals related to lowering greenhouse gases and net-zero carbon emissions. We develop software solutions that inform our customers about the performance of their buildings and the devices and equipment that support those facilities. We work in an open, Agile-based environment to facilitate teamwork and accountability. Our company values are teamwork, accountability, integrity, innovation, and impact.

As a member of the Customer Success team, you will own the ultimate success for a portion of the EnergyCAP, LLC customers, including monitoring implementation & onboarding, user adoption, growth, identify upsell/cross-sell and Professional Services opportunities, assisting Account Managers with Quarterly Business Review/Annual Review and Increase the Life-Time Value of the client. You must be a strategic thinker who is also hands-on, able to learn new concepts quickly, an adept problem solver, constantly looking to improve upon processes and someone who thrives in dynamic environments. You will be equally passionate about EnergyCAP solutions as you are about creating exceptional customer experiences.

We’re looking for a Customer Success Manager, who:

Will be this type of person:

• Have a Bachelor’s degree from a top university in a quantitative or science discipline.
• Possess 5-7 years experience in a customer-facing role (Customer Success, Account Management, Professional Services, Consulting), preferably at a B2B SaaS company
• An out-of-the-box thinker and change agent who drives initiatives from conception to fruition
• Outstanding organization, communication (verbal, written, presentation), analytical and interpersonal skills
• Proven track record performing in dynamic environments and managing multiple, extremely varied tasks with tight deadlines
• Have a knack for quickly understanding technical products and explaining complicated concepts to non-technical audiences
• Go-getter, and a team player willing to go the extra mile and with a strong work ethic. Ability to maneuver around / over internal and external obstacles to achieve goals
• Passionate about the application of technology to solve critical business problems
• Previous experience in the Energy industry is a big plus
• Flexible to travel up to 15-25% of the time

Will do these types of things:

• Oversee the entire customer lifecycle of our Entry and Growth stage accounts from sales to onboarding to growth and ultimately, customer success.
• Execute on programs that facilitate onboarding, increase and deepen product usage to maximize overall value to the customer, and secure high customer satisfaction, assist Account Managers with renewals and long-term account growth.
• Acquire a comprehensive understanding of customers’ industry and business challenges and foster relationships with key customer stakeholders.
• Ensure customers are plugged into all the resources EnergyCAP, Inc. has to offer, whether it is training, support services, new release information, events, or best practices.
• Learn to be an outspoken product expert and thought leader so you can intelligently educate our customers on the value of EnergyCAP, Inc. products.
• Serve as an advisor to both our EnergyCAP, Inc. savvy and novice clients.
• Learn to seek opportunities for upsell, cross-sell and referral generation and closely monitor “at risk” accounts to ensure renewal and/or proper handling.
• Serve as point of escalation for critical customer issues. Work with sales, support and engineering to resolve issues and help remove barriers for the team.
• Contribute to internal discussions of common customer challenges with product and management teams.
• Identify potential customization and data integration opportunities and collect initial requirements for handoff to the Professional Services team.

Job Duties/Tasks:

• External/Internal Email - Customer Support/troubleshooting, training, scheduling calls, check-ins, follow-ups etc
• Inbound/Outbound Customer Calls – Track calls via SFDC. Follow ups, answer inquiries, collect workflows, troubleshoot issues, high-touch & mid-touch points, review usage reports and call clients with reduced usage. Review cases and prepare QBR’s with Account Management
• Trainings - Preparation for trainings, New Customer Training, Re-training, Advanced Training, and researching and sharing client use cases
• Review Usage Reports - Power BI, Usage/Activity Reports, Non-Usage Reports
• SFDC - Reviewing Salesforce onboarding cases / Contracts, Cancellation Cases, Building Mitigation plans, Dashboards, Account Info, Logging Calls/Notes, Creating Tasks etc
• Reports - Preparation, Creation, Maintenance
• Professional Service Projects - Weekly stand-ups, testing, documentation, training, ongoing support, other project-related tasks
• Other(internal meetings, answering internal questions, meeting with support/product/depts etc.)

Benefits:

• Competitive pay
• Generous benefits package (including 100% company-paid Health, Dental, Vision, Life, LTD, and STD insurance)
• Additional Voluntary Life insurance can be purchased for self, spouse/domestic partner, or child
• Paid time off
• 401(k) with company match
• Counseling and tuition reimbursements
• Charitable contributions and matched employee giving program
• Employee Wellness Program
• Community service hours
• Strengths-based workplace and employee development

Location: Our modern office is located in the Denver Tech Center with an on-site gym, state-of-the-art conference & training rooms, garden courtyard, men’s & women’s locker rooms & showers, and is in close proximity to the light rail system and RTD bus line. Employees may work in the office full-time or choose a mix of hybrid (remote/in-office) work.

Salary: The salary range for this CO-based position is $92,800 to $108,000 and is commensurate with experience. This position is also eligible for a corporate bonus.