Customer Success Lead

Novel Energy Solutions; Saint Paul (MN); On-site; USD 50,000 - 90,000; Full time

Job summary

An innovative firm is seeking a Customer Success Lead to enhance customer relationships and ensure satisfaction. This role involves proactive support, data analysis, and collaboration with internal teams to drive product improvements. The ideal candidate will have a strong background in customer service, excellent communication skills, and a passion for the renewable energy sector. Join this dynamic team to make a meaningful impact on customer experiences while fostering professional growth in a supportive environment.

Benefits

Medical and Dental Insurance

Vision Insurance

FSA/HSA

Company-paid Disability Insurance

Life Insurance

401(k)

Paid Time Off

Holidays

Qualifications

• 3-5 years of experience in customer service or success teams.
• Proven ability to resolve customer issues effectively.

Responsibilities

• Develop and maintain strong relationships with customers.
• Monitor customer usage and engagement to identify upselling opportunities.

Skills

Customer Relationship Management

Data Analysis

Communication Skills

Problem Solving

Attention to Detail

Flexibility and Adaptability

Education

Bachelor's Degree in Business

Bachelor's Degree in Communications

Tools

MS Office Suite

CRM Tools (Hubspot)

Data Management Systems (Hansen)

Procore

Job description

Description: The Customer Success Lead is responsible for building positive customer relationships, documenting and analyzing customer feedback, initiating solutions through NES team members, and delivering communications that bring customer success.

What you'll do:

1. Develop and maintain strong relationships with customers to ensure their success and satisfaction.
2. Serve as the primary point of contact for customers, addressing inquiries and resolving issues.
3. Conduct regular check-ins to understand customer needs and provide proactive support.
4. Collaborate with internal teams for product improvements based on customer feedback.
5. Monitor customer usage and engagement, identifying opportunities for upselling and cross-selling.
6. Provide training and onboarding support for new customers.
7. Manage Commercial clients.
8. Track and report on customer success metrics such as satisfaction, retention, and usage.
9. Understand NES’s services thoroughly.
10. Handle all customer touchpoints related to troubleshooting, cancellations, collections, etc.
11. Manage customer data flow and implement customer experience information.
12. Analyze data regularly and propose solutions to improve customer experience.
13. Respond effectively to customer questions and issues with knowledgeable and gracious communication.
14. Develop processes and solutions for customer issues.
15. Engage with NES stakeholders in the solution process.
16. Manage communication plans for active customers.
17. Maintain expertise on the relevant subfield.
18. Perform other duties as assigned.

What you'll need:

1. Bachelor’s degree, preferably in business or communications.
2. 3-5 years of experience managing customer/client service or success teams.
3. Proven ability to resolve customer issues.
4. Proficiency in MS Office Suite.
5. Experience with data management systems like Hansen or similar.
6. Experience with CRM tools such as Hubspot or similar.
7. Strong attention to detail.
8. Ability to build and maintain relationships.
9. Understanding of communication and interpersonal nuances.
10. Flexibility and adaptability to changing requirements.
11. Additional qualifications: 2-3 years in billing or service in the energy industry, experience in renewable energy, and familiarity with Procore or similar construction management software.

Benefits:

Medical and Dental, Vision, FSA/HSA, company-paid disability and life insurance, 401(k), paid time off, and holidays.

At Novel Energy Solutions, we foster respect, self-improvement, and enthusiasm for renewable energy. Join us to grow professionally and contribute to a better universe.