Customer Success Associate

Who We Are

Extensible Energy, provider of a disruptive SaaS platform, is on a mission to change the way energy is managed in commercial buildings. Our next-generation technology enables owners and facility managers to improve comfort, control, cost, and carbon footprint for their buildings. With our award-winning software providing 24/7 autonomous, predictive control of energy-using equipment in each building, we are cleaning up the electricity grid while delivering utility bill savings and energy insights to our customers.

Your Impact

The success of our customers and our company depends on the Customer Success Associate’s ability to help our customers come up to speed quickly with our software - and to enable them to make better energy decisions more quickly and with less effort. As a Customer Success Associate, you will be interacting directly with our customers to solve incoming inquiries; in addition, you will serve as our internal “customer champion,” assisting team members with product and operational improvements.

Summary of Position

The Customer Success Associate will be responsible for training and supporting customers in their use of our software. You must be motivated by customer success and satisfaction. You will create procedures to better manage and address customer issues, and share what you have learned throughout the company to improve our products. This position requires both technical skills and customer service experience - you will learn every feature of our software, every aspect of energy usage and control in buildings, every challenge posed by energy pricing, every feedback loop in our product development cycle, every function of our customer relationship management (CRM) system (Hubspot), and more.

You will develop a significant understanding of our customers and the issues they face using our software. Our customers work in a variety of non-residential buildings - office, retail, worship centers, school districts, and more. Each customer site may have multiple stakeholders and users, and you must be comfortable communicating with multiple people at each site. 

Responsibilities:

  • Provide post-sales customer training, technical and operational support

  • Respond to incoming customer questions, requests, and concerns

  • Address issues, either directly or by escalating to other team members

  • Maintain records of customer interactions and communications in our CRM

  • Keep track of operations at customer sites, including ongoing issues, and track and manage resolution of issues

  • Follow existing procedures and checklists, and develop new ones

Skills and Qualifications
  • A passion for helping customers get the most from their experience with our software

  • Excellent customer communication skills

  • Experience interacting with customers in a support role

  • Experience tracking and addressing customer issues

  • Experience with remotely troubleshooting software

  • Excellent written and verbal communications

  • Patient, organized, detail-oriented, relentless follow-up

  • Quick learner

  • Great computer skills

  • Troubleshooting networking, HVAC, thermostats - a big plus

  • Experience with a customer support software platform (preferably Hubspot, but not required)

  • Two years experience in a customer facing role in a software or other technical firm

  • Available 6 am – 3 pm US Pacific time regular workdays; occasional weekend availability with advance notice is a plus.

As we are a startup, you will have a significant impact on the progress of the company. You should be a self-starter who takes initiative and has experience in an entrepreneurial environment. You should be comfortable working collaboratively in a small team, and be able to interact with sales, operations, and engineering.

Experience and enthusiasm for sustainability and the energy industry are desirable.

Location and Compensation:

This is a remote position. We provide a competitive salary and benefits package including paid vacation, a selection of medical and dental plans, and a 401K plan.

How to Apply

Email your resume and cover letter to cleanenergyjobs@extensibleenergy.com. Please also include the position you are applying for in the subject line.

 

Extensible Energy provides equal employment opportunity without regard to an applicant’s race, sex, pregnancy, sexual orientation, gender identity or expression, genetic information, national origin, age, physical or mental disability, medical condition, religion, marital status or veteran status.