Customer Success Manager (PA)

EnergyCAP is trusted by 10,000+ Energy and Sustainability professionals across the country to be their single source of truth for financial-grade, actionable data to better manage resources, reduce carbon, and drive savings. If you’re looking for a role that enables you to do what you do best while making the future more sustainable, this is the role for you!

Position type: Full-time, exempt

Location:  The position is located in our Boalsburg, PA office. Employees are required to be in the office at least two days/week and may choose to work remotely or in the office the other days of the week.

Key responsibilities:

• 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 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.
• 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, on-going support, other project-related tasks

Required experience and skills:

• 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 a big plus
• Flexible to travel up to 15-25% of the time

Benefits:

• 100% company-paid health, dental, vision, life, and LTD insurance for yourself and dependents
• 401(k) with 3% company match
• Flexible Time Off
• Connectivity stipend
• Counseling and adoption grants
• Tuition assistance
• Professional coaching
• Emergenetics Development Program
• Customized employee success program
• Charitable contributions and matched employee giving program
• Community service hours
• Hybrid work environment

Pay range: $90,000 to $100,000/year, plus corporate bonus. Pay is commensurate on a variety of factors including the candidate’s experience, knowledge, skills and abilities.

About EnergyCAP:

EnergyCAP is the leading energy and sustainability ERP, empowering customers with full control and understanding of their energy and sustainability data to reduce their carbon footprint and drive savings. For over forty years, thousands of public and private institutions have been using EnergyCAP to streamline accounting processes, reduce resource consumption, and identify opportunities for sustainable operations. EnergyCAP helps customers who are drowning in paper bills, manual processes, and cumbersome spreadsheets and enables them to execute, analyze, and report on the energy and decarbonization projects needed to create a more sustainable world.

Build a more sustainable future with us. Visit www.EnergyCAP.com to learn more.

EnergyCAP, LLC is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Please note that we are not sponsoring VISAs at this time.