Customer Success Associate

Runwise; New York (NY); Hybrid; USD 70,000 - 80,000; Full time

Benefits offered by this job

Hybrid work environment

401K

Medical, dental, and vision insurance

Job summary

Runwise is seeking an entry-level Customer Success Associate to join our energy-tech team in New York City / Boston. You will support our Customer Success Managers, help manage books of business, and learn our product and services while delivering excellent customer experiences.

You will work with property managers, owners, and supers to optimize savings, review dashboards, and identify trends. This role offers a hybrid work environment and opportunities to grow in a fast-paced startup.

Qualifications

• 0-1 years of direct customer management experience in a CS/Support/Account Management role or willingness to learn.
• Excellent social and communication skills.
• Pro-active, detail-oriented, highly organized with strong project management skills.
• Thrives by building long-term relationships with stakeholders.
• Willing to learn and grow, able to distill complex systems into simple concepts.

Responsibilities

• Assist property managers, supers, and owners with the Runwise platform.
• Draft and deliver savings reports for existing customers.
• Pull reports and review customer data to distill trends and flag inconsistencies.
• Review customer dashboards and usage to identify trends and raise to CS Managers.
• Proactively identifying potential problems that may reduce savings or miss goals.
• Assist CS Managers in building relationships with all Runwise stakeholders.
• Maintain internal CRM data hygiene and execute playbooks.
• Engage with clients directly to drive ongoing product adoption.
• Collaborate cross-functionally to maintain customer records and signals.

Skills

Communication

Organization

Project management

Problem solving

Bilingual EN/ES

Job description

Runwise is looking for an entry-level Customer Success Associate who is highly motivated, results-oriented, and looking to learn about Customer Success and the SaaS/PropTech industry.

Runwise (www.runwise.com ) is a fast-paced, customer-focused New York City / Boston based energy tech startup that controls and runs the heating systems in nearly 8000 buildings throughout the United States. Runwise’s unique hardware and software service significantly reduces energy usage, substantially lowering costs and carbon output. The average reduction in energy use across those buildings was 21%. Together, those buildings saved more than $44 million in energy costs to date.

As a Customer Success Associate at Runwise you will have the opportunity to work directly with our Customer Success Managers. Each customer and each building has unique needs. You will assist our Customer Success Managers, helping them effectively manage their books of business while you learn our product and services. You will be an integral part of our customer experience, helping our customers run their heating systems in an energy efficient way that makes tenants more comfortable.

Responsibilities will include, but are not limited to:

• Assisting property managers, supers, and owners with the Runwise platform
• Drafting and delivering savings reports for existing customers
• Pulling reports and reviewing customer data to distill trends, flag inconsistencies, etc.
• Reviewing customer dashboards, usage, etc. to help identify trends and triggers to elevate to Customer Success Managers
• Proactively identifying potential problems that may lead to reduced savings or a miss on customer goals
• Assisting Customer Success Managers in building relationships with all parties interested in the Runwise product (supers, property managers, owners)
• Managing internal CRM tools, maintaining customer data hygiene, and executing playbooks
• Engaging with clients directly and facilitating ongoing adoption of product and platform utilization
• Working cross-functionally to maintain customer records, signals, and data

Who you are:

• You have 0-1 years of direct customer management experience in a Customer Success, Support or Account Management role or are interested in learning about the Customer Success space
• You have excellent social and communication skills and find it easy to get along with others
• You are pro-active, detail-oriented, extremely organized and you have strong project management skills
• You thrive by building long-term relationships and partnering with a range of stakeholders (customers, colleagues, etc.)
• You are a problem solver and can help diagnose and troubleshoot problems quickly and efficiently.
• You are always looking for ways to do the job faster and better, including using AI tools to boost productivity and streamline repetitive internal processes and tasks
• You are eager to learn and grow in your abilities. Over time you will help to distill technical or complex systems into simpler concepts to empower customers
• You are willing and capable of working very hard and at times longer hours during peak season (winter)
• You are passionate about real estate and/or energy efficiency
• Bilingual English/Spanish skills are definite plus, but not a prerequisite

Runwise is proud to be an equal-opportunity employer. We are committed to equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other legally protected characteristics. We celebrate and support diverse perspectives, skills, and experiences within our company.:

Salary: $70,000-$80,000 (varied on experience and market rate)

What you believe:

• No job is too small.
• Sincerity builds trust.
• Efficiency is vital.
• Medical, dental, and vision insurance
• HSA & FSA options
• Access to Talkspace & Health Advocate
• Flexible PTO
• 401K
• Voluntary supplemental life insurance
• Free in-office lunch on Wednesdays
• Hybrid work environment
• Summer Fridays
• Monthly L&D Series

This is an excellent opportunity to join a fast-growing company and create a career path beyond this initial role. You will be surrounded by talented people where you will learn about real estate and software/managed services sales at a very fast growing tech company, whilst having a tangible impact on reducing carbon emissions across the country.