customer success manager
Yes Energy – Boulder, CO
WHO WE ARE
Yes Energy’s industry leading electric power trading analytics software provides real time visibility into the massive amount of data that is generated by the US electrical grid and markets every day. This in turn facilitates the optimal use of financial and physical capital in the energy industry - an industry that is a critical backbone of the entire economy. We take great pride in both our data management and our suite of visualization and analysis tools that serve this industry.
Our business was founded on the principle of saying say “yes” to our customers - and we excel at this. The combination of our industry-leading tools and industry-leading customer care is powerful. As a result, our customer base is growing in an exciting way and we need to scale our team to meet their needs.
As a Customer Success Manager, you are responsible for ensuring that our customers experience the maximum benefit from Yes Energy’s products. You will be part of the team that manages reactive customer support and executes a proactive approach to ensuring that our customers continually and increasingly receive value. If you are up for this challenge and believe you can keep pace with a rapidly growing company with ambitious goals, we would love to hear from you.
WHAT YOU WILL DO
Ensure customers know how to use our products to their fullest potential - providing exceptional customer service, answering questions, troubleshooting issues and providing technical support.
Engage new customers in training and onboarding - utilizing presentation skills, industry knowledge and Yes Energy’s product expertise to maximize our customers’ product use experience.
Build active and meaningful relationships with customers - establishing yourself as a trusted/strategic advisor to understand optimal workflows and collecting insights to ensure product adoption and continued value from our products.
Act as the liaison for technical inquiries, issues or escalations, working with a broad set of internal teams to seek the best result for the customer.
Generate and communicate metrics to identify trends in the markets, product usage, and application related issues to ensure that all customers are fully engaged and getting the value that they expect out of the products and customer experience.
Build skills working with Yes Energy’s software, including our API and SQL data products.
Collect product feedback, working closely with Product Management to help drive product evolution in a customer-driven direction.
WHAT YOU CAN LEARN
Yes Energy has a company core value that our staff is valued as much as customers. Your development is truly important to us. Our Customer Success team members can expect to:
Become a true master of Yes Energy’s products
Develop expertise in nodal power markets and the energy industry
Develop understanding of our customers’ jobs and their needs
Learn how a SaaS business succeeds
Collaborate with and learn from our industry-leading team of true market experts
Of course, you will also gain the satisfaction of helping people.
WHAT YOU BRING TO YES ENERGY
Yes Energy is looking for a customer-minded manager with at least 5 years experience and a passion for solving problems. These are the skills what will best set you up for success.
Minimum of 5 years experience in a technology related field or discipline
Bachelor’s degree or equivalent experience
Experience with customer success strategies, technical support / helpdesk, and/or technical sales roles
A mind for process improvement as opposed to making due with inefficiencies
Comfort communicating solutions to customers across a wide variety of communication mechanisms: IM, phone, email, formal presentations, etc.
Ability to troubleshoot and resolve technical support and application use questions
A technical mindset and the ability to digest complex scenarios and translate ideas back to customers in a concise way
Strong self-awareness and social skills to handle difficult situations with empathy and composure
Strong teammate and collaborator, but still a self-starter
WHAT WILL SET YOU APART
Energy industry experience
Experience in equities/commodities trading
Experience interacting with customer relationship software (JIRA, Salesforce, etc.)
Yes Energy product knowledge
Software testing/troubleshooting experience
The position will be located in our Boulder, Colorado office.
How to Apply
Please fill out this application and email a resume and cover letter to:
Applicants must include both a cover letter and a resume to be considered for the position.
Yes Energy does not provide any visa sponsorship.
Yes Energy provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Yes Energy complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.