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About the Opportunity

The organization is on a mission to change how we power the world by making it easier for customers to save energy and money at home as part of the largest residential virtual power plant in North America.

The company partners with industry-leading brands to better manage residential energy for users by prioritizing efficiency, savings, and comfort — and cleaner energy for everyone.

The organization is an Equal Opportunity employer striving to create a diverse, equitable, and inclusive work environment where everyone feels that they have a voice that is heard.

Candidates are encouraged to learn more about the world-changing work being done.

Role Summary

As an Associate, Customer Success, this individual will be a valuable member of the team dedicated to the successful launch and ongoing management of Utility VPP programs. The Customer Success team manages the customer lifecycle post-contract to ensure partners achieve their program goals with the organization's services while being product and service experts and acting as trusted advisors to help grow and scale programs. This role will provide essential support to energy partners to ensure the health of their programs and contribute to the growth of the organization's services. This role is ideal for an organized and collaborative individual with a passion for customer support and clean energy.

Key Responsibilities

1. Assist in maintaining positive relationships with the operational teams at energy partner accounts.
2. Support the day-to-day elements of program delivery and operations, from assisting with new launches to ensuring smooth ongoing operations.
3. Work with internal technical and business teams to help track and resolve partner issues in a timely manner.
4. Act as the frontline customer advocate by diligently gathering and accurately relaying customer feedback and insights to internal team members. Monitors individual customer satisfaction through direct interaction and flags at-risk customers to leadership.
5. Help track key program metrics and prepare regular status reports and other stakeholder communications. Utilize customer success tools and data analytics to understand customer performance, identify trends, and measure the effectiveness of customer success initiatives.
6. Contribute to the documentation of delivery and account management processes.
7. Embrace the opportunity to be part of a growing organization with significant potential for professional development.

Required Qualifications

1. BA/BS degree and/or at least 1-2+ years of experience in a customer-facing role, such as client support, account coordination, or program administration.
2. Familiarity with the energy or utility industry.
3. Excellent written and verbal communication skills with the ability to clearly convey information to internal and external stakeholders.
4. A strong focus on customer satisfaction and a proven ability to manage multiple tasks simultaneously.
5. Strong organizational skills and experience with tracking and managing tasks.
6. A willingness to learn and adapt in a dynamic and growing environment.
7. A proactive approach to problem-solving and a high level of attention to detail.

Preferred Qualifications

1. An interest in demand response programs or related energy technologies.
2. Experience in fast-paced environments, such as a startup or technology company.

What You'll Get

1. A full-time position, with a competitive salary based on experience. The base salary for this role is: $75k - $95k. Compensation is determined within an established pay range using market data and considering job family, background, skills, experience, and U.S. work location.
2. Fully remote work environment with home office set-up allowance.
3. Real and lived work-life balance - Perks include no pre-set vacation limits (with a top-down culture of taking meaningful PTO every year!), parental leave benefits, and a corporate value of working sustainably and putting families first.
4. Competitive benefits package that includes numerous health and wellness benefits.
5. 401(k) plan, with employer contributions.
6. Opportunity to work with amazing people who are passionate about their mission, thriving in a fully-remote work environment, and learning and growing every day.

At this time, the organization is unable to sponsor or take over sponsorship of employment visas. Candidates must be authorized to work in the United States without current or future immigration sponsorship from the company, including training plans for foreign students.

Individuals seeking employment are considered without regard to race, color, religious creed, sex, gender identification, national origin, citizenship status, age, physical or mental disability, sexual orientation, marital, parental, veteran or military status, unfavorable military discharge, or any other status protected by applicable federal, state or local law.

The organization will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact to request accommodation.

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