Customer Success Manager

SepiSolar is looking for an experienced Customer Success Manager with a love for customer advocacy and an unrelenting commitment to delivering impeccable service to all customers. You will work closely with customers to ensure they are satisfied with SepiSolar Services and to improve upon areas of dissatisfaction.

As a CSM, you are responsible for developing customer relationships that promote retention and loyalty. You will gather feedback from customers, analyze customer data to identify and create best business practices and policies that optimize customer experience. Successful candidate will have a proactive mindset than a reactive one in transforming customer experience.

Responsibilities:

Focus on customer success, which will lead to retention, loyalty, and business growth
Develop a trusted advisor relationship with our customer base
Coordinate with the engineering team to participate in the initial customer on-boarding kickoff meeting in order to ensure all customers get off to the right start
Be the single point of contact and escalation for the customer. Work closely with internal resources on escalation and resolution processes for critical customer issues
Track customer activity to identify churn risk and work proactively via targeted outreach campaigns to eliminate that risk, while simultaneously identifying and closing upsell opportunities when applicable
Increase customer retention and adoption rates by conducting regular check-in calls to assess level of satisfaction, or lack thereof
Serve as customer advocate, including: collecting customer feedback, understanding customer and industry trends and articulating those back to the business
Provide general administrative support for sales and technical team
Work cross-functionally with Marketing, Sales, and Engineering teams
Increase the lifetime value of the customer by guiding them throughout their journey with SepiSolar, and helping them to mitigate their pain-points
Work closely with engineering management team in training and development of best practices to continually drive business value and return on the customer’s investment.

Requirements:

Bachelor’s degree required; masters preferred
3+ years’ experience in customer success preferably in an energy, construction, or technical field of focus
Proven conflict resolution skills
Well organized, with excellent verbal and written communication skills
Ability to manage influence and decision-making through persuasion, negotiation, and consensus building
Strong empathy for customers AND passion for revenue and growth
Proficiency with software tools such as SalesForce.com, MSOffice, MS Project and other PM software tools
Knowledge of construction best practices and solar project development best practices for all types of applications (i.e. roof, ground mount, parking canopy, etc.)
Strong understanding of solar PV products and industries
Thrives in collaborative environment
Familiarity with applicable construction codes, standards, and processes