Account Manager, East Coast-Customer Service

 FuelCell Energy is a global leader in decarbonizing power and producing hydrogen through our proprietary fuel cell technology. Our mission is to enable a world powered by clean energy. As an innovator and manufacturer of fuel cell clean power platforms, FuelCell Energy has the only technology in the world capable of capturing carbon from an external source and producing power at the same time. In addition, we offer the only technology in the world capable of producing hydrogen, power and water simultaneously.

The pay for this position ranges from $103,000 - $113,000.

 

 

Summary: 

Under the direction of the Director of Asset Management and Customer Service. This individual contributor works in coordination with our service operations and management to provide excellence in client experience. This individual should be a dynamic professional who is looking for a rewarding future in one of today’s most exciting fuel cell technologies.

 

Essential Functions/Duties and Responsibilities:

 

• Oversee all aspects of the FuelCell Energy engagement from: Opportunity Qualification, Opportunity Development, Proposal, Closure, Solution Deployment, Post-Sales care & maintenance of East Coast sites with the potential growth into international sites.
• Contribute to development of new business as expert on various applications and customer perception
• Ensure all operations at the assigned sites are organized and transparent to offtaker.
• Build relationships and map accounts with internal and external decision makers.
• Accountable for maintaining high levels of customer satisfaction in assigned accounts.
• Responsible for ensuring that the feedback from assigned accounts is properly captured and acted upon
• Responsible for high level coordination of site activities.
• Responsible for internal coordination with cross functional groups, for example engineering, finance, legal, contracts, finance, asset management and executive leadership
• Responsible for high level reporting of asset performance and customer relationships to leadership.
• Confer with customers virtually or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
• Refer unresolved customer grievances to designated departments for further investigation.
• Other duties as assigned.

Skills:

• Work requires knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Work requires knowledge of principles and methods for showing, promoting, and selling products or services. This includes marketing strategy and tactics, product demonstration, sales techniques, and sales control systems.
• Active listening: giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Service orientation: actively looking for ways to help people.
• Speaking: talking to other to convey information effectively.
• Reading comprehension: understanding written sentences and paragraphs in work related documents
• Critical thinking: using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problem.
• Presentation skills, experience in developing a presentation and presenting to cross functional teams and executive leadership

 

Qualifications and Experience:

• Bachelor’s degree, required. Masters in technical discipline or MBA is a plus.
• 5+ years large account direct sales experience in the high tech/financial ser