Customer Success Advisor

At Energage, we understand that great people are at the heart of every great organization. Our purpose is "making the world a better place to work together."  Our Customer Success Advisors are a crucial part of our mission!

Your Mission as Digital Customer Success Advisor

As a Digital Customer Success Advisor, you will provide Customer Success at scale to our Digital account segment. You will drive the adoption of our products and mitigate customer churn by proactively providing product insight, and best practices, identifying opportunities for account growth, and more. You’ll strategically monitor a large client portfolio's overall health and well-being, proactively managing customer issues to impact customer retention rates positively. You’ll work cross-functionally addressing at-risk accounts and our product & technology team on providing user experience feedback to our development team. 

This is a remote role that should be located in Eastern or Central time, with some exclusions including: MA and NYC. 

Accountability & Impact:

In this role, you’ll...

• Proactively connect with customers at scale to help them achieve greater success by providing them guidance on features, best practices, and product training
• Monitor and address customer accounts that may be at risk 
• Create and maintain a community of institutional knowledge that benefits your colleagues and customers
• Capture and organize customer feedback to relay to our product & technology team
• Adapt and shift responsibilities based on internal processes and client priorities
• Communicate clearly and concisely all platform abilities to clients in 1:1 advising sessions
• Identify growth potential in customers and align additional Enerage products/services to fit their needs
• Participate in various project-based outreach activities
• Collaborate with Energage team members across the organization to continue to innovate our Digital Customer Success model

What You Bring to the Role:

• Prior experience in a customer-facing role preferred
• The ability to manage multiple priorities and a proven track record of working with a high volume of customers 
• High comfort level leading calls with customers
• A passion for technology and an aptitude for simplifying and explaining complex technical issues
• A voice - Our team welcomes questions and values the input of each team member
• A curiosity about our customers, proactively seeking to understand their unique needs and challenges
• Experience at a B2B Technology or SaaS company is preferred, but not required
• Empathy for our customers, and a "big picture" perspective of customer success -  including its impact on revenue, retention, growth, marketing, and the client’s bottom line
• Experience with a CRM system (Salesforce preferred), Microsoft Office, G Suite
• A problem solver with a keen ability to anticipate issues before they “become issues”
• A self-directed, lifelong learner who takes a proactive approach to your professional development  
• The desire to work cross-functionally with your peers to accomplish common objectives
  
  

What you will be measured on:

• Revenue Retention
• NPS
• CSAT