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PowerSuite Customer Success Associate

Washington, DC, DC, United States
24 days ago
Full time role

Job Description

PowerSuite Customer Success Associate
Advanced Energy Economy (AEE) is a national association of businesses that are making the energy we use secure, clean, and affordable. AEE is the only industry association in the U.S. that represents the full range of advanced energy technologies and services, both grid-scale and distributed. Advanced energy includes energy efficiency, demand response, energy storage, wind, solar, hydro, nuclear, electric vehicles, and more. Engaged at the federal level and more than a dozen states around the country, AEE represents more than 100 companies in the $240 billion U.S. advanced energy industry, which employs 3.2 million U.S. workers.
 
AEE’s mission is transforming public policy to enable rapid growth of advanced energy businesses. We educate, engage, and advocate at the federal level, in wholesale electricity markets, and more than a dozen states for executive actions, legislation, and regulations that expand the size and value of markets for advanced energy products and services. We also offer business intelligence products and select business development opportunities to help advanced energy companies grow. Our SaaS platform, PowerSuite includes hundreds of customers such as Amazon, Apple, Pinegate Renewables, Oracle and Arcadia and is rapidly expanding to new market segments.
 

Position Description
Advanced Energy Economy (AEE) is seeking an enthusiastic, detail-oriented Customer Success Associate to join our growing PowerSuite team. The ideal candidate will be excited to engage with PowerSuite users and ensure they have the best possible experience.  

To be successful in this role, the candidate must be an engaging, adaptable, independent problem-solver who can find solutions to customers’ needs and inquiries, research solutions if the problem is new, and apply that learning to future customer interactions.  Additionally, the candidate must have an interest in understanding and analyzing usage information and data.  That data analysis will inform future user outreach frequency, and to find insights and opportunities for improvement of our platform. Regularly diving into customer usage data will be a key component of this position.

 

Responsibilities

  • Become an expert in the value, benefits, and features of PowerSuite
  • Respond to all incoming customer requests and inquiries as quickly as possible during working hours (within 1 hour at most)
  • Resolve customer issues or elevate the ticket to appropriate team member (e.g. product, development, or sales)
  • Conduct onboarding meetings with new PowerSuite users to demonstrate PowerSuite’s value and functionality
  • Learn about each customer’s use cases and needs in using the tool and report feedback to product team
  • Conduct check-ins with new customers to proactively find and address issues that may affect retention
  • Proactively reach out to users when their usage declines
  • Regularly monitor customer usage analytics to uncover insights that will help us improve the user experience
  • Design and implement automated onboarding workflows, product tours, help articles, and other elements to aid customers in using PowerSuite effectively
  • Log summaries of all customer meetings and major interactions
  • Design reports and analyses to inform on usage metrics that can identify potential problems

 

Qualifications

  • Ability to creatively and independently problem-solve in unfamiliar situations
  • Have a clear, professional, friendly, and informative communication style
  • Positive attitude, highly responsive, and puts the customer first
  • 2+ years in a customer-facing role 
  • Bachelor’s degree preferred or applicable comparable experience       
  • Experience delivering presentations, leading demonstrations for customers, and fielding customer questions
  • Experience working on and supporting a SaaS product – some knowledge of how SaaS products function is preferred
  • Experience using multiple tools such as CRM, data analytics, administrative tools to gather information and find actionable insights 
  • Proficiency in Intercom or similar customer interaction tool
  • Experience with user analytics tools such as Mixpanel, Amplitude, etc. 
  • Proficiency in Microsoft Office products
  • Knowledge of the energy and/or utility industry preferred

 
Application Instructions

To be considered for this position, submit a cover letter expressing why this position and organization interest you, as well as a current resume. 

Job type: Full-time
Location: Flexible, but must be willing to have appointments in various timezones
Salary: Starting at $58,000
Start Date: On or about December 1, 2022

Advanced Energy Economy is an equal opportunity employer and does not discriminate in hiring or employment on the basis of race, color, religion, national origin, citizenship status, age, disability, sex, veteran status or any other characteristic protected by applicable federal, state or local laws, regulations or ordinances. We are committed to diversity in the workplace and promote a drug-free environment.

Advanced Energy Economy Benefits include:
•    Medical, dental, and vision insurance for employees and their families, 
•    Medical premiums covered for employees at 100%
•    Flexible spending plans for health care and dependent care 
•    Profit Sharing opportunities, and annual merit-based compensation increases
•    $50/month personal wellness reimbursement
•    $50/month phone stipend  
•    Paid Time Off including accrual, 11 Federal Holidays, and an annual end-of-year closure
•    Parental Leave
•    Tuition Reimbursement, and professional development reimbursement
•    401(k) plan (with matching incentives)
•    WMATA Transit SmartBenefits