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Customer Success

Voltus Team

Associate, Customer Success

The Role

Voltus is in an exciting period of rapid growth! We are looking for a Customer Success Associate who is passionate about delivering cash to clients and helping them get the most from demand response programs.

As the “connective tissue” of the company, it is critical that you intimately know why our customers work with Voltus, while directing resources at your disposal to fulfill our promise. You are intellectually curious, you possess excellent communication skills, you love data, you have strong project management skills with a great bedside manner and you thrive in a fast-paced, customer-centric environment.

As a Customer Success Associate, you will have three primary objectives:

  1. Work closely with cross-functional teams, stakeholders, and CS and Ops functions on communications, onboarding, and other customer success projects;
  2. Build and maintain processes, reports, and deliverables for a variety of business questions and product activity;
  3. Represent the Voice of the Customer to other internal teams through collecting, tracking, and acting on customer feedback.

The role is a great opportunity for someone who is a problem solver and gets excited about tackling challenges that directly impact customers and Voltus’s bottom line. If you are maniacally self-initiated, intelligent and a team player who finds great satisfaction in getting things done, you are a great fit!

Responsibilities

Communicate effectively:

  • Support to projects within CS/Ops organization
  • Support to projects between CS/Ops and other teams within Voltus
    • Align with Marketing to ensure value proposition is supported by customer success
    • Align with Product and Operations around driving product roadmap
    • Align with Sales around retention and maximizing cash for customers

Develop and implement processes and systems to measure and continuously improve customer success KPIs:

  • Establish systems for tracking metrics
  • Use data and analytics to drive customer success initiatives and enhancements
  • Tell a compelling story with data
  • Regularly report KPIs

Serve as the Voice of the Customer to the organization:

  • Create formal and trackable processes for customer engagement and outreach
  • Work closely with the engineering and product teams and suggest product improvements that engage customers better in the delivery of our product by deeply analyzing behavioral data
  • Develop, share and continuously build on a deep understanding of what motivates customers to deliver on their commitments

Qualifications

  • Strongly aligned with Voltus values and mission
  • 1-2 years experience in customer-facing role(s)
  • Process-oriented mindset and eye for design
  • Strong attention to detail
  • Demonstrated desire for continuous learning and improvement
  • Excellent communication and presentation skills
  • Strong empathy for customers AND passion for revenue and growth
  • Relevant Bachelor’s degree
  • The role is remote
Apply now

Manager, Customer Success (Account Management)

The Role

Voltus is in an exciting period of rapid growth! We are looking for a Customer Success Manager who is passionate about delivering cash to clients and helping them get the most from demand response programs.

As the “connective tissue” of the company, it is critical that you intimately know why our customers work with Voltus, while directing resources at your disposal to fulfill our promise. You are intellectually curious, you possess excellent communication skills, you love data, you have strong project management skills with a great bedside manner and you thrive in a fast-paced, customer-centric environment.

As a manager on the Customer Success team, you will have three primary objectives:

  1. Work closely with cross-functional teams and stakeholders to improve customer onboarding and account management processes and functions;
  2. Drive the action needed resulting from analysis of customer readiness, performance, and overall health;
  3. Manage projects across CS and Ops functions.

The role is a great opportunity for someone who is a problem solver and gets excited about tackling challenges that directly impact customers and Voltus’s bottom line. If you are maniacally self-initiated, intelligent and a team player who finds great satisfaction in getting things done, you are a great fit!

Responsibilities

Define, document, and drive processes that support the Sales team in their Account Management functions:

  • Work cross-functionally to define the key customer touchpoints for each program during the program calendar/lifecycle
  • Work cross-functionally to define the key touchpoints for a customer’s lifecycle and what the outreach and communications should be for each
  • Work with Product team to develop an improved Account Management portal
  • Shorten and streamline customer onboarding process so customers can perform sooner
  • Work with Sales to identify expansion opportunities

Optimize customer performance and health to maximize customer revenue:

  • Drive action from analysis on customer readiness to perform as well as retrospective performance
  • Use the customer health index to drive action with the Sales team on accounts that are lagging or at risk of not performing or renewing
  • Create ways to show customer performance relative to peers and to themselves

Support Customer Success and Operations team by tracking and managing cross-functional projects:

  • Support to projects within CS/Ops organization
  • Support to projects between CS/Ops and other teams within Voltus
    • Align with Sales around retention and maximizing cash for customers
    • Align with Finance around measurement and forecasting
    • Align with Marketing to ensure value proposition is supported by customer success

Qualifications

  • Strongly aligned with Voltus values and mission
  • 4+ years experience in customer-focused or customer-facing role(s)
  • Analytical and process-oriented mindset
  • Demonstrated desire for continuous learning and improvement
  • Excellent communication and presentation skills
  • Background in account management and/or other post-sales experiences
  • Strong empathy for customers AND passion for revenue and growth
  • Experience building customer health programs
  • Experience with Excel and Salesforce
  • Relevant Bachelor’s degree; preference for STEM degrees
  • The role is remote
Apply now

Manager, Customer Success (Comms & Customer Experience)

The Role

Voltus is in an exciting period of rapid growth! We are looking for a Customer Success Manager who is passionate about delivering cash to clients and helping them get the most from demand response programs.

As the “connective tissue” of the company, it is critical that you intimately know why our customers work with Voltus, while directing resources at your disposal to fulfill our promise. You are intellectually curious, you possess excellent communication skills, you love data, you have strong project management skills with a great bedside manner and you thrive in a fast-paced, customer-centric environment.

As a Customer Success Manager, you will have three primary objectives:

  1. Work closely with cross-functional teams and stakeholders to improve customer communications content, planning, and process automation
  2. Create excellent customer experiences throughout the customer journey with our products, programs, and services;
  3. Manage projects across CS and Ops functions.

The role is a great opportunity for someone who is a problem solver and gets excited about tackling challenges that directly impact customers and Voltus’s bottom line. If you are maniacally self-initiated, intelligent and a team player who finds great satisfaction in getting things done, you are a great fit!

Responsibilities

Communicate effectively:

  • Apply an analytical and process mindset to execute and improve on customer communications
  • Improve existing and craft new communications templates and processes
  • Work with engineering to build out more comprehensive communication tools
  • Review all customer communications and improve clarity and communication
  • Work with field ops to understand best touch points during onboarding
  • Work cross functionally to develop content and the milestones for communication

Optimize the Voltus customer life-cycle journey:

  • Map, draw insights from, and define areas to improve the customer experience with products, programs, and services
  • Define key milestones for customer engagement, and design and automate these engagements
  • Drive campaigns for product adoption and track customer engagement with comms and VoltApp
  • Apply a financial and business operations lens

Support Customer Success and Operations team by tracking and managing cross-functional projects

  • Support to projects within CS/Ops organization
  • Support to projects between CS/Ops and other teams within Voltus
    • Align with Marketing to ensure value proposition is supported by customer success
    • Align with Product and Operations around driving product roadmap
    • Align with Sales around retention and maximizing cash for customers
    • Align with Finance around measurement and forecasting

Qualifications

  • Strongly aligned with Voltus values and mission
  • 4+ years experience in customer-focused or customer-facing role(s)
  • Analytical and process-oriented mindset
  • Demonstrated desire for continuous learning and improvement
  • Excellent communication and presentation skills
  • Background in post-sale experience
  • Strong empathy for customers AND passion for revenue and growth
  • Experience with marketing platforms such as HubSpot, Pardot, or Marketo
  • Experience building training and onboarding programs and collateral
  • Ideally experience with Salesforce
  • Relevant Bachelor’s degree; preference for STEM degrees
  • The role is remote
Apply now