OPERATIONS & CUSTOMER SUCCESS
Dispatch Operations Lead (Part-Time, Weekend, Remote)
The Role
The Dispatch Operations Lead’s primary responsibility will be to successfully prepare for and execute all activities associated with managing demand response dispatches. Demand response dispatches are business and time critical. The Dispatch Operations Lead will become an expert in executing dispatches across multiple grid operator and utility programs.
This role will have one shift every Sunday from 1:00pm ET to midnight ET and then a rotating 8 hour shift from Midnight to 8:00am ET either Monday, Tuesday, Wednesday, Thursday, Friday or Sunday morning.
The core objectives of the role are as follows:
- Maintain a state of readiness to receive dispatches from grid operators and utilities.
- Maximize customer participation in DR through a dispatch management process that makes customer participation simple and successful.
- 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.
The role will have the consistent Sunday shift (11 hours); rotating morning shift (6-8 hours) and 2-6 hours of work throughout the week to ensure team collaboration and meeting opportunities. The commitment will be 20 – 25 hours per week.
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Secondary Responsibilities
When there are no dispatches, prepare customers to be successful in future dispatches, which includes:
- Manage the collection of settlement data for customers
- Ensure our customer contact information is up to date
- Ad hoc analysis projects
- Monitor usage and take necessary actions to ensure Voltus daily compliance
Qualities
- Bright, Gritty, and Good
- Operations-minded; you adhere to “zero defect work”
- You sweat the small stuff
- You show up ahead of time, every time
- You don’t wait for someone to tell you what to do
- You are ambitious, resourceful, fun (!), dedicated, mission-driven and you appreciate opportunities to deliver value and accept additional responsibility
Our mission is to be the world’s leading demand response company. If you’d like to play a leading role in helping us achieve this mission, please email your resume to ops-jobs@voltus.co.
Senior Manager, Customer Success
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 are strongly analytical with a great bedside manner, and you thrive in a fast-paced, customer-centric environment.
As Customer Success manager you will have three primary objectives:
- Build out the tools to collect actionable insights as well as manage and expand the current team to drive customer performance to maximize customer dollars earned;
- Track KPIs and use data to inform decisions and customer success initiatives. Ultimately, customer happiness is measured by a combination of cash earned vs. cash expected (i.e., did the customer get the cash they expected?) and NPS (i.e., would they recommend Voltus to others);
- Work closely with cross-functional teams and stakeholders to improve communications and business architecture.
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!
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Responsibilities
Apply an analytical lens to improve results
- Develop a deep understanding of the delta between TCM to GM and identify opportunities to close the gap
- Work closely with the sales team to improve deal quality – and measure the improvement over time
- Work closely with the engineering and product teams and suggest product improvements that better engage customers in the delivery of our product by deeply analyzing behavioral data
- Host periodic customer reviews to understand the root cause of underperformance or customer needs that we’re not meeting
- Conduct customer performance reviews and provide portfolio recommendations
- Develop, share and continuously build on a deep understanding of what motivates customers to deliver on their commitments
Communicate Effectively
- Review all customer communications and improve clarity and communication
- Work with engineering to build out more comprehensive communication tools
- Work with field ops to understand best touch points during onboarding
- Work cross functionally to develop content and the milestones for communication
Implement scalable and easily repeatable customer success tools to support the following
- Onboarding
- Training
- Customer service
Develop and implement processes and systems to measure and continuously improve customer success KPIs
- Manage NPS surveys, insights, and develop recommendations
- Define financial and operational metrics for team
- Establish system for tracking metrics
- Use data and analytics to drive customer success initiatives and enhancements
- Tell a compelling story with data
- Regularly report KPIs to leadership
Optimize the Voltus customer life-cycle journey
- Apply a financial and business operations lens
- Process improvement
- Benchmark against competition
Collaborate effectively
- 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
- 3+ years experience in customer-facing role(s)
- Analytical and process-oriented mindset
- Demonstrated desire for continuous learning and improvement
- Enthusiastic and creative leader with the ability to inspire others
- Excellent communication and presentation skills
- Ideally a combined background in analytics and post-sale experience
- Strong empathy for customers AND passion for revenue and growth
- Ideally experienced with Salesforce and Sforce, SQL, marketing platform such as Hubspot, Pardot or Marketo, user analytics tools (i.e. MixPanel)
- Relevant Bachelor’s degree; preference for STEM degrees
- The role is remote
Please e-mail your interest to ops-jobs@voltus.co.
Solutions Engineer
The Role
Voltus is hiring a driven Solutions Engineer to be a technical and program expert to unlock and maximize customers’ ability to participate and earn cash. We are looking for a technical person who can partner with our sales team during meetings with prospects and connect with the facilities and engineering team of the building to develop curtailment strategies. A person who has the technical expertise to speak intelligently with the facilities managers and conduct discovery to help develop a plan that maximizes the revenue for the site. You have relentless attention to detail, are a master project manager and are intellectually curious and think outside of the box to come up with creative solutions to get facilities into the market. You are bright, gritty, and good, and you want to work with others like you. Primarily the role will require creating customized plans and recommendations for how the site can participate in demand response and maximize the revenue earned by understanding the technical aspects specific to each site, including:
- Work with customers on pre-sales basis to develop product/system specifications and functional requirements
- Scope out meter installation and requirements – and execute
- Identify the best method to extract data; if automation is a viable option, what will it require on the customer side and support a plan
- Be a trusted advisor and liaison for recommending BMS plans, potential control integrations and SCADA integrations
- Develop a strong working relationship with the facility’s technical team
- Know and design all curtailment plans
- Identify opportunities for more revenue for a site
- Identify the right infrastructure for serving the customer
- Develop regional market subject matter expertise with utility grid services programs to drive more cash for customers
- Deliver expert VoltApp (Voltus technology platform) demonstrations utilizing product knowledge blended with customer needs and insights gained through industry experience
- Expert on high value markets
- Strong understanding of TCM vs. GM implications across multiple regions
- Develop business cases for investment to increase participation (i.e. automation, BMS, or SCADA) and evaluate the simple payback
- Work with existing strategic customers to find additional kWs that can be monetized
- Answer application/system questions and help customers solve technical problems
- Highly flexible in day-to-day activities easily moving from customer interactions, to sales support, to engineering engagement, to project management, enablement and interaction with key stakeholders
- SME on the operations of large commercial buildings specifically focused on conditioned space
This role is not a sales role. The solutions engineer is building out the approach for demand response participation – not selling. He or she will add confidence to the conversation and expertise to reinforce we know what we are doing.
- 35% of the role is focused on pre-sale *travel – when safe – may be required some of the time
- 25% of the role is focused on onboarding and installation projects
- 25% of the role is focused on supporting strategic accounts and developing a growth plan & executing
- 15% of the role is acting as a professional engineer
Metrics for what success looks like:
- Assist in closing $10M in strategic account TCM (new deal or growth)
- Reduce erosion of kW sold to enrolled in high value markets and conditioned space by working with sales team
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Qualifications
- Licensed engineer, P.E.
- Project Management Professional, PMP
- The ability to read, modify and draw electrical technical drawings to include single line diagram
- Technical background with extensive electrical experience
Please e-mail your interest to ops-jobs@voltus.co.
Dispatch Operations Associate (Full Time, 1pm to 9pm ET)
The Role
The Dispatch Operations Associate’s primary responsibility will be to successfully prepare for and execute activities associated with demand response dispatches. Demand response dispatches are business and time critical. The Dispatch Operations Associate will become an expert in executing dispatches across grid operator and utility programs in the Central region.
This role will have daily shifts, Monday to Friday, from 1:00pm ET to 9:00pm ET. The role will also contribute to a rotating on-call night shift schedule.
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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 in the Central region (for example, ERCOT, MISO, and SPP markets)
- Maximize customer participation in DR through a dispatch management process that makes customer participation simple and successful
- 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
The spring and summer seasons are focused on dispatch readiness and performance. Additional demand response dispatches occur throughout the year, but your collateral duties will be predominantly conducted in the fall and winter and will include:
- Own process documentation, internal and external stakeholder communications, and customer readiness for the Central region
- Create and deliver seasonal communications to customers
- Schedule and conduct dispatch verification tests, which can include seasonal portfolio testing for market compliance
- Ensure the collection of settlement data for customers
- Ensure our customer contact information and curtailment plans are up to date
- Take ownership of reporting tools and ad hoc analysis projects, supported by a fluency in Google Sheets, Python, and SQL
- Monitor market participation and take necessary actions to ensure Voltus market compliance
Qualities
- Bright, Gritty, and Good
- Operations-minded; you adhere to “zero defect work”
- You sweat the small stuff
- You show up ahead of time, every time
- You don’t wait for someone to tell you what to do
- You are ambitious, resourceful, fun (!), dedicated, mission-driven and you appreciate opportunities to deliver value and accept additional responsibility
Our mission is to be the world’s leading demand response company. If you’d like to play a leading role in helping us achieve this mission, please email your resume to ops-jobs@voltus.co.