Customer Success Manager II (CSM II)

Join the Market Leader in Electric Power Trading Solutions

The electrical grid is the largest and most complicated machine ever built. Yes Energy’s industry leading electric power trading analytics software provides real time visibility into the massive amount of data that is generated by the North American electrical grid every day. Our unique and innovative view of the data informs real time trading decisions that keep utility prices low and the grid up and running. It’s both challenging work and work with a purpose.

Be a part of our successful, growing business.

As a Customer Success Manager, you are responsible for ensuring that our customers experience the maximum benefit from Yes Energy’s products. You will be part of the team that manages reactive customer support and executes a proactive approach to ensuring that our customers continually and increasingly receive value. If you are up for this challenge and believe you can keep pace with a rapidly growing company with ambitious goals, we would love to hear from you.

What You Will Do

• Ensure customers know how to use our products to their fullest potential - providing exceptional customer service, answering questions, troubleshooting issues and providing technical support.
• Engage new customers in training and onboarding - utilizing presentation skills, industry knowledge and Yes Energy’s product expertise to maximize our customers’ product use experience.
• Develop and maintain customer success plans to facilitate renewals and help customers achieve their business objectives through use of our products.
• Build active and meaningful relationships with customers - establishing yourself as a trusted/strategic advisor to understand optimal workflows and collecting insights to ensure product adoption and continued value from our products.
• Act as the liaison for technical inquiries, issues or escalations, working with a broad set of internal teams to seek the best result for the customer.
• Generate and communicate metrics to identify trends in the markets, product usage, customer health and application related issues to ensure that all customers are fully engaged and getting the value that they expect out of the products and customer experience.
• Build skills working with Yes Energy’s software, including our API and SQL data products.
• Collect product feedback, working closely with Product Management to help drive product evolution in a customer-driven direction.

What You Can Learn

Yes Energy has a company core value that our staff is valued as much as customers. Your development is truly important to us. Our Customer Success team members can expect to:

• Become a true master of Yes Energy’s products
• Develop expertise in nodal power markets and the energy industry
• Develop understanding of our customers’ jobs and their needs
• Learn how a SaaS business succeeds
• Collaborate with and learn from our industry-leading team of true market experts

Of course, you will also gain the satisfaction of helping people.

What You Bring to Yes Energy

Yes Energy is looking for a customer-minded manager with at least 5 years of experience and a passion for solving problems. These are the skills that will best set you up for success.

• Minimum 5 years of experience in a technology related field or discipline
• Bachelor’s degree or equivalent experience
• Minimum 5 years of experience with customer success strategies, technical support/helpdesk, and/or technical sales roles
• A mind for process improvement as opposed to making due with inefficiencies
• Comfort communicating solutions to customers across a wide variety of communication mechanisms: IM, phone, email, formal presentations, etc.
• Ability to troubleshoot and resolve technical support and application use questions
• A technical mindset and the ability to digest complex scenarios and translate ideas back to customers in a concise way
• Strong self-awareness and social skills to handle difficult situations with empathy and composure
• Strong teammate and collaborator, but still a self-starter
• Experience with big data solutions and analysis

What Will Set You Apart

• Proficiency using SQL and/or Python
• Energy industry experience
• Experience in equities/commodities trading
• Experience interacting with customer relationship software (JIRA, Salesforce, etc.)
• Yes Energy product knowledge
• Software testing/troubleshooting experience

About Yes Energy

Overview

Yes Energy delivers real-time market data and electric power trading decision solutions. Over 1,000 market participants use Yes Energy solutions daily. The business is a leader in all aspects of information content collection and management, as well as in developing and delivering data and market analytics solutions. Since its inception in 2008 Yes Energy has become a trusted and respected supplier of innovative and reliable solutions focused on the needs of power market analysts, traders and trade managers. Yes Energy has a team of just over 100 amazing professionals located in Boulder, CO (HQ), Boston, MA and Chicago, IL.

Culture

At Yes Energy we care about saying “Yes” to customers. We like to listen and learn, and develop our solutions in line with our customers’ needs. We think about customers as business partners and when we help them to be more successful … we are more successful too.

Around the office our culture is driven by some pretty fundamental values that we’re proud of:

• We love innovation and solving tough challenges;
We are “high standards people” who combine passion and pride with hard work and rewards of all kinds
• - in an ethic that is consistent across the company;
We’re team-focused with a flat hierarchy
• - we work in small teams on well-defined projects that directly impact the success of the business;
• We play to the strengths and experience of each person, while each of us also works along a continuum of roles adjacent to our focus area. This presents a challenge of maintaining a broad set of skills as well as an opportunity to learn and contribute in many ways;
• We are constantly growing. Professional development happens every day and every year.

Compensation and Benefits

We offer strongly competitive salaries and real bonuses that are achievable and that you can impact. Our benefits package is also very competitive and it includes medical insurance, 401K Plan with matching, flexible vacation and flexible work schedules. Investment in both formal and informal professional development is encouraged and funded by Yes Energy.

Base Compensation Range: $75,000 - $95,000, depending on experience and location.

At Yes Energy we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Yes Energy provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Yes Energy complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.