Operations & Customer Success

About Voltus 

Voltus represents the "potential of us" to better manage energy through simple, cost and risk-free demand response programs. Our commercial and industrial partners generate cash by allowing us to maximize the value of their operational flexibility in energy markets. We hire teammates who are bright, gritty, and good with a genuine passion for delivering a cleaner energy future and working in a fast-paced, entrepreneurial environment. 

The Role 

Are you interested in tackling complex challenges to build and maintain a superior customer experience (CX) for our partners? The Customer Success Associate will intimately understand the entire customer journey and support the development of scalable systems to deliver meaningful content at the right time to help customers succeed and maximize dollars earned. You will: synthesize complex information and processes into visually appealing, easy to understand customer-facing materials with a diverse target audience; utilize your Salesforce and HubSpot expertise to develop scalable automated customer touchpoints; and unite internal teams to advance customer-centric initiatives that ensure a positive and consistent experience.

The Customer Success team is the “connective tissue” of the company. We understand why our customers work with us and coordinate cross-functionally to fulfill our promise, ensure an excellent experience, deliver expected dollars to customers and megawatts to markets, and help our clients get the most from demand response programs. 

The Customer Success Associate will have four primary responsibilities:

1. Become a customer journey expert

• Learn the ins and outs of the Voltus CX and how various internal teams collaborate to deliver it

• Maintain and expand customer journey maps and CX documentation

• Identify customer journey enhancements and driving associated projects to implement them

• Support development and delivery of content at critical customer journey milestones

2. Support Customer Success communications

• Work closely with internal teams to maintain communications calendar

• Build and deploy digital communications

• Analyze engagement to monitor program efficacy and derive valuable insights

3. Design simple, attractive, and meaningful assets/collateral

• Develop relevant content for key customer milestones using various mediums, including communications, Help Center articles, guides, microvideos, webinars, and surveys

• Organize and catalog assets customer-facing assets

• Support internal rollout and training on customer-facing assets and new CX initiatives

4. Automate and systematize customer journey touchpoints

• Develop a deep understanding of our tech stack and data relationships, including HubSpot, Salesforce, Qualtrics XM, and our proprietary software platform, VoltApp

• Leverage knowledge of the customer journey, customer-facing assets, and tech stack to identify appropriate triggers for key touchpoints

• Partner with Engineering and CRM teams to develop automations that deliver the right content, at the right time, to the right audience

Success in the role will include:

• Meeting or exceeding Net Promoter and customer satisfaction score targets

• Meeting or exceeding communications and content engagement targets

• Synchronizing internal teams to successfully implement automated touchpoints

• Developing and maintaining a central catalog of customer experience templates and assets

• Creating relevant, high quality customer-facing assets that drive engagement & performance

• Delivering projects on time

• Ultimately, the performance of our partners is how we measure the success of these critical initiatives

This role is an excellent opportunity for someone interested in leveraging diverse experience in content development, communications automation/systems administration, and data analysis to optimize our delivery of a consistent and outstanding CX. If you are: hungry to tackle complex problems that directly impact customers’ and Voltus’s bottom line, maniacally self-initiated, intelligent, and a team player who finds great satisfaction in getting things done, we want to hear from you!

Desired Qualifications

• Strongly aligned with Voltus’s mission and values (Bright, Gritty, Good)
• Excited to work for a distributed, remote-by-design organization
• Relevant Bachelor’s degree required
• 3+ years of relevant experience in any combination of: customer success, communications, content development, analytics, communications/CX automation, and/or systems administration
• Eye for design and strong proficiency in design tools, such as Figma, Adobe Creative Suite, or similar, and video creation tools, such as  Loom, Adobe Premiere Pro, Final Cut Pro, or similar
• Deep knowledge of HubSpot (subject matter expert) required
• Experience with a CRM software (preferably Salesforce) required; experience with CRM integrations, reporting and administration preferred 
• Knowledge of survey design and distribution using a platform such as Qualtrics preferred
• Experience with complex, integrated tech stacks and understanding data relationships
• Able to report on and analyze data to generate valuable insights and recommendations
• Excellent communication, presentation, and copy editing skills
• Impeccable attention to detail
• Process-oriented mindset; demonstrated ability to develop new, more efficient ways of doing things
• Able to thrive in a fast-paced, dynamic, entrepreneurial environment, balance competing priorities, and quickly adjust course when necessary
• Strong cross-functional collaboration within complex organizations
• Experience working with SaaS products preferred

At Voltus, we are proud to be an equal opportunity employer because we recognize that a diverse organization begins with a diverse candidate pool. This means we do not tolerate discrimination of any kind and are committed to providing equal employment opportunities regardless of your gender identity, race, nationality, religion, age, sexual orientation, veteran status, disability status, or marital status.

Voltus is hiring a driven, innovative  Field Engineering Manager to join our Field Operations Team. The field engineering and production teams are well-established and are made up of BGG Voltans.  The teams need a strong leader to support the next phase of growth at Voltus who will need to be comfortable leading our team, which is remote by design. 

Voltus Field Operations unlocks and maximizes customers’ ability to participate in demand response programs by enabling customers with our technology.  Enablement includes installing our hardware, but it goes beyond the installation.  There are unique scenarios that require creative solutions; the team collaborates with our customers to develop strong curtailment plans; our team is customer obsessed and builds wonderful relationships to truly understand the operations of our customers and how we can set them up to be successful in demand response programs.  

The Field Operations team works cross functionally within Voltus as well as develops strong working relationships with suppliers, utilities, partners and contractors.  We are projecting a minimum of 4X growth of our enablement projects and need to ensure our processes and systems are scalable. The role requires business savviness and the ability to build scalable and innovative processes to ensure our hardware development and delivery is productized. You must have relentless attention to detail, be a master project manager, be intellectually curious and think outside the box to come up with creative solutions to get facilities into the market. You are bright, gritty, and good.

Role Description

• Provide technical support to Sales team 
• Support customers in determining energy reduction strategies
•  Advisory/ liaison with engineering for integration solutions 
• Lead metering solution project planning, design and implementation (CTs, Pulse, UFRs others)
• Support commissioning metering technology for data validation 
• Support innovation of our metering solution, through platform integration, ease of installation 
• Support data visibility team through customer experience 
• Manage projects from initiation to closing
• Define and improve processes and efficiencies 
• Develop new technologies and methods for shorting installation timelines
• Ensure materials/ manufacturing/installations and technology meets industry and market standards

  

Qualifications

• Results driven, Analytical, Motivated, Team player
• Good communication and customer service skills
• Experience at a hardware company with complex integration and onboarding
• Experience developing and/or improving onboarding process(es)
• Experience managing hardware operations
• Experience with Salesforce
• Experience in contractor management
• Project Management Professional, PMP – preferred
• Technical background with extensive electrical and HVAC experience – preferred
• Basic experience/knowledge with industrial controls (PLC) – preferred
• Basic experience with data platform and integration tools
• Ability to read, modify and draw technical electrical drawings to include single line diagrams – preferred

At Voltus, we are proud to be an equal opportunity employer because we recognize that a diverse organization begins with a diverse candidate pool. This means we do not tolerate discrimination of any kind and are committed to providing equal employment opportunities regardless of your gender identity, race, nationality, religion, age, sexual orientation, veteran status, disability status, or marital status.

About Voltus

Voltus represents the "potential of us" to better manage energy through simple, cost and risk-free demand

response programs. Our commercial and industrial customers generate cash by allowing us to maximize

the value of their operational flexibility in energy markets. We hire teammates who are bright, gritty, and

good that have a genuine passion for delivering a cleaner energy future and for working in a

fast-paced, team-oriented environment.

The Role

Voltus is hiring a driven Production Associate to excel in the following areas: attention to detail in preparation and assembly of hardware, shipping and receiving, quality production efficiency, and teamwork. The role requires safe work practices by use of proper PPE and adherence to OSHA procedures.

Role Responsibilities

• Drilling, mounting and wiring of electrical hardware
• Package hardware for shipping
• Inspect pre-built Voltlets for proper assembly and functionality
• Restock new inventory and perform inventory counts with team
• Follow technical procedures and checklists
• Maintain proper housekeeping and organization of workspace

Physical Requirements

• Safely lift and move up to 50lbs using proper ergonomics
• Use common hand and power tools safely and effectively
• Must have reliable transportation to Georgetown, TX

Qualification

• High school diploma or general education degree (GED) with 2-4 years of relevant work experience, or Associates Degree with 1-2 years of relative work experience
• Strong attention to detail for written procedures
• Ability to learn and grow quickly
• Basic knowledge of Microsoft Office and G-Suite
• Ability to effectively communicate via email, Slack and over the phone

At Voltus, we are proud to be an equal opportunity employer because we recognize that a diverse organization begins with a diverse candidate pool. This means we do not tolerate discrimination of any kind and are committed to providing equal employment opportunities regardless of your gender identity, race, nationality, religion, age, sexual orientation, veteran status, disability status, or marital status.

Are you passionate about the decarbonization of the electric grid? Are you interested in learning about how distributed energy resources play a critical role in the grid of the future? The Dispatch Operations team at Voltus is looking for an Associate who is passionate about delivering MW to the grid during dispatches. These dispatches are called when the grid needs Voltus to take action, and the Dispatch Operations team quickly activates our portfolio of distributed energy resources in various programs across North America.

In this role, you will become knowledgeable about grid operators and utilities in North America, you will interact regularly with large industrial and commercial energy users, and you will build a foundation of operations experience across diverse systems and processes. This rapidly expanding landscape requires constant scrutinization of our processes, systems, and tools to efficiently deliver on dispatches.  You will have the opportunity to both lead tactical responsibilities and support strategic projects, and you will be part of an exceptional team that is laser focused on combating the climate crisis.

We are a 24/7 team, and we are looking for Associate candidates in Asia, Australia, Europe, Africa, and Pacific Islands because time zones in these regions provide strategic coverage during the North America "evening/night". The role is shift-based and your availability and reliability are critical to succeed in this role; however, this role is remote, which means: no commute! We are looking for candidates who can work 8-hour weekday shifts between 6pm ET - 4am ET and provide occasional spot coverage.

Primary Responsibilities

• Maintain a state of readiness to receive dispatches from grid operators and utilities
• Become an expert in executing dispatches across grid operator and utility programs
• Maximize customer participation in dispatches through a dispatch management process that makes customer participation simple and successful
• Support the optimization of customer site offers in real time and day-ahead markets
• Lead seamless internal communication during dispatches, leveraging other internal team members in support of the shared goal for flawless dispatches
• Capture lessons learned following a dispatch. Track and follow through on any customer inquiries or issues.

Secondary Responsibilities

• Ensure the timely and consistent collection of interval data for customer onboarding. Support the data pipeline for settlement as needed and in coordination with our Market Operations team.
• Build a knowledge bank of interval data collection procedures in partnership with Voltus's Market Operations team and utilize that knowledge to systematize and standardize data collection procedure.
• Ensure swift diagnosis, action, and resolution on lessons learned coming out of each dispatch. Collaborate across internal and external stakeholder groups to drive efficient and thoughtful action.
• Monitor market participation and take necessary actions to ensure Voltus market compliance. Regularly audit our offers portfolio to locate any sub-optimal offers schedules (sites not in market, site kW offer values, etc)
• Support process documentation, internal and external, stakeholder communications, and customer readiness
• Create and deliver seasonal communications to customers in partnership with Voltus's Customer Success team
• Schedule and conduct dispatch verification tests, which can include seasonal portfolio testing for market compliance
• Take ownership of reporting tools and ad hoc analysis projects, supported by a fluency in at least one of Google Sheets, Python, and/or SQL
• Become an expert in dispatching and help lead a continuous training program. Leverage recordings, Lessonly, and other materials to facilitate asynchronous training in Dispatch Ops and across the company.

The spring and summer seasons are focused on dispatch readiness and performance. Additional dispatch events occur throughout the year, but your secondary responsibilities will be predominantly conducted in the fall and winter.

Qualities

• Bright, Gritty, and Good
• Operations-minded
• Reliable – this is a time-sensitive, quick reaction role
• Ambitious and willing to learn quickly
• Strong communicator
• Self-motivated; bias for action
• Disciplined
• Well organized
• Detail-oriented
• Strong computer skills: comfortable working with a variety of web-based tools

At Voltus, we are proud to be an equal opportunity employer because we recognize that a diverse organization begins with a diverse candidate pool. This means we do not tolerate discrimination of any kind and are committed to providing equal employment opportunities regardless of your gender identity, race, nationality, religion, age, sexual orientation, veteran status, disability status, or marital status.

The Role

Voltus is hiring a driven Market Operations Intern who possesses a constant desire to make us more efficient in order to execute on our promises to both our internal and external customers. You take pride in figuring out new ways to do something better and in less time, you want to get into the weeds, and you can’t help but measure and track everything you do so that you know how much better you do it the second and third time around. By the fourth time you’ve automated it. You have relentless attention to detail, are a master project manager, and are intellectually curious about energy markets and demand-side resources. You are bright, gritty, and good, and you want to work with others like you.

This job is remote, however you must be within 4 hours of North American Eastern Time - GMT-1 to GMT-9

Responsibilities

• Complete project-based work that helps us identify new opportunities for revenue, automates business processes, and protects us from losing revenue.
• Assist with the process to request and submit interval usage data in various demand response programs  
• Assist in the registration and enrollment process of demand response assets to various utility and grid operator programs  
• Assist our daily offer processes to maximize performance and revenue

Qualifications

• Experience with business-applied Python is preferred
• Excellent quantitative skills
• Ability to thrive in a fast-paced, high-throughput environment
• Self-starter with ability to identify and appropriately prioritize our most pressing needs
• Initiative to drive projects to resolution and seek guidance when needed
• Communicative and collaborative approach to problem solving 
• Be ready to step up as we continue to grow rapidly
• Cares about the environmental impact of reduced energy use.
• Interested in learning more about the energy industry.

At Voltus, we are proud to be an equal opportunity employer because we recognize that a diverse organization begins with a diverse candidate pool. This means we do not tolerate discrimination of any kind and are committed to providing equal employment opportunities regardless of your gender identity, race, nationality, religion, age, sexual orientation, veteran status, disability status, or marital status.

Voltus is hiring a driven Market Operations Associate to help us build efficient processes and execute on our promises to our internal and external customers. You take pride in figuring out new ways to do something better and in less time, you want to get into the weeds, and you can’t help but measure and track everything you do. You have relentless attention to detail, are a master project manager, and are intellectually curious about energy markets and demand-side resources. You are bright, gritty, and good, and you want to work with others like you.

Responsibilities

• Own and execute the process of generating customer authorizations
• Identify, develop, and implement tools and processes to support flawless execution of our day-to-day responsibilities
• Protect our revenue by identifying and correcting process errors
• Drive documentation efforts across the Market Operations team
• Stay up-to-date on our critical market-facing tasks and hold internal teams accountable for meeting those deadlines
• Assist in the registration and enrollment process of distributed energy resources to various utility and grid operator programs

Qualifications

• 0-2 years experience in an operational setting
• Ability to thrive in a fast-paced, high-throughput environment
• Self-starter with ability to identify and appropriately prioritize our most pressing needs
• Initiative to drive projects to resolution and seek guidance when needed
• Communicative and collaborative approach to problem solving
• Be ready to step up as we continue to grow rapidly

At Voltus, we are proud to be an equal opportunity employer because we recognize that a diverse organization begins with a diverse candidate pool. This means we do not tolerate discrimination of any kind and are committed to providing equal employment opportunities regardless of your gender identity, race, nationality, religion, age, sexual orientation, veteran status, disability status, or marital status.