Customer Success Associate - Los Altos, United States - Money Fit by DRS

Description

Customer Success Associate
The Company You'll Join

At Bidgely (which means "electricity" in Hindi), we work to accelerate a clean energy future by enabling energy companies and consumers to make data-driven, energy-related decisions.

We are a global company, with roots in Silicon Valley, California and Bangalore, India.

Bidgely carries over seventeen energy patents, and brings a passion for AI to utilities serving over twenty-seven million customers worldwide Bidgely is an AI-powered, cloud based SaaS solution provider that enables electric and gas utilities worldwide to personalize customer experiences, optimize grid and customer operations and accelerate their journey towards the clean energy future.

The Energy Industry is being disrupted by a number of new technologies like EVs, Solar, Batteries, Smart Meters, and Smart Home devices.

Consumers are becoming self-sufficient with their own energy production and storage threatening a century old utility business model.

Additionally, the grid was not designed for the peaks created by EVs and the valleys created by the solar generation which has created new challenges and opportunities for the utilities (and innovative companies) to manage an evolving grid.

The Position and the Team You'll Work With

As a Customer Success Associate, you will be a key player in ensuring a seamless and positive experience for our customers.

Your primary responsibilities will include coordinating customer interactions, managing support inquiries, tracking and reporting on program performance and collaborating with internal teams to advocate for and address customer needs.

As part of Bidgely's revenue organization, you will coordinate cross-functionally with Product, Engineering, Analytics, Finance, Marketing, and Sales to deliver multi-year, multi-million dollar regulated utility contracts.

About You

Quality

• You are passionate about a clean energy future

Curious and Innovative -

Absorb, learn and challenge the status quo to make things faster, better, cheaper, and more successful. Even small changes cumulate to drive a big impact.

Result Driven

• Be dedicated to delivering stellar outcomes, and accept nothing less.

Know your goals, chart your path, and execute with precision and passion

What You'll Bring

Preferred

Undergraduate or graduate degree in a strong interdisciplinary environmental studies or business programs or:
Undergraduate degree and 2-3 years of professional experience in a relevant industry (consulting, utility program delivery, etc)
1-2 years of software and/or program delivery experience at a SaaS based company.
Qualifications

Previous experience in customer support, customer success, coordination, or a similar customer facing role.
Detail-oriented with excellent organizational and multitasking abilities.
Ability to think "big picture" and strategically address customer needs across various accounts.
Ability to monitor customer health and proactively identify and mitigate churn risks.
Familiarity with CRM software and customer support tools.
Experience with Customer Success and Project Management (Wrike), Excel, and Engineering (JIRA) Tools.
Excellent communication and comprehension of technical issues when working with the customer and our engineering teams.
Customer-centric mindset with a focus on delivering exceptional service.
Proactive and able to take initiative.
Collaborative team player and ability to work collaboratively with cross functional and international teams.
Ability to adapt in a fast-paced and dynamic environment.

What You'll Do


Customer Support Coordination:
Serve as a point of contact for customer inquiries and support requests, coordinating responses and resolutions.

Communication Hub:
Facilitate effective communication between customers and internal teams, ensuring timely and accurate information exchange.

Onboarding Assistance:
Assist in the everboarding process for customers, providing guidance and support to the account owners.

Issue Tracking and Resolution:

Utilize CRM and engineering tools to track customer issues, collaborating with relevant teams to ensure prompt resolution and customer satisfaction.

Customer Training Sessions:

Coordinate and schedule customer training sessions, ensuring that customers are well-versed in using our products to meet their specific needs.

Feedback Collection:
Gather customer feedback on their experiences, preferences, and pain points, providing insights for continuous improvement.

Renewal Support:

Collaborate with the Customer Success team to support the renewal process, ensuring a smooth transition for customers in their renewal phase.

Documentation and Reporting:
Maintain accurate records of customer interactions, generate reports, and provide insights to improve overall customer success strategies and outcomes.

Acquire a deep understanding of the energy market and how Bidgely can play a disruptive role in creating a more energy-efficient future.

Understand Bidgely products in order to be the voice of the customer and influence product development and schedules.
Collaborate with the Bidgely Sales and Strategy & Growth team to present our solution in a comprehensive and compelling way to win business
Gain an in-depth understanding of the regulatory environment and the opportunity and risk it creates. Keeping up on trends, changes, and competitor actions that might impact your customer.
Develop a trusted advisor relationship with key stakeholders (Program Management, IT, Exec Sponsor, etc.) at existing customers.

Why You'll Love Working At Bidgely
Perks

We provide the tools you need to execute your role including home office set up
Employee discounts on movie tickets, technology, pet insurance and more
Opportunity to grow with a startup - we offer stock options
Opportunity to work within a passionate team united by the goal of a clean energy future
Professional development network access
Access to mentorship programs
Flexible working arrangements

Benefits

Medical, Dental and Vision Insurance coverage from day one
HSA, FSA and DCFSA plans
Bereavement leave
Unlimited and Flexible Paid Time Off
Annual wellness stipend
Annual professional development stipend
401(k)
6 Weeks Paid Parental Leave
Access to wellness resources through InsightTimer
Employee Assistance Program (EAP) with support for your whole family
Community service day

Travel Requirements

The role is remote with up to 10% travel to customer sites and our headquarters
Equal Opportunity Statement

Bidgely is an equal opportunity employer. We are serious about and embrace diversity and equal opportunity.

We are committed to building a team that represents a variety of backgrounds, perspectives, and skills to build a better future and a better workforce.

Compensation

$70,000-$80,000 based on experience plus variable pay. Our listed compensation range is commensurate with the selected candidate's experience, industry knowledge, skill sets, and other factors that may prove relevant during the interview process.

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