Customer Success Manager

About Us

Dual Fuel is a leading and rapidly growing integrated energy services provider located in lower Westchester County, NY. Our tech-forward and cost-effective energy controls platform optimizes heating systems across the greater New York City area. Our solutions significantly reduce energy costs and emissions while improving operational efficiency. To date, we have served over 30 million square feet of real estate and worked in over 1,000 buildings.

The Role

As a Customer Success Manager, you will play a crucial role in delivering exceptional experiences to our clients. You’ll work closely with project managers, internal teams, and customers to ultimately ensure customer satisfaction through proactive outreach and support. By serving as a central point of contact and coordinating training, onboarding, and cross-functional collaborations, you’ll help our clients maximize the value of our energy management solutions.

What You Will Be Doing

Customer Engagement & Proactive Outreach

• Act as a primary liaison for customers, addressing inquiries and providing timely updates on project milestones.
• Proactively reach out to customers to anticipate needs, resolve issues, and gather feedback to drive continuous improvement.
• Deliver high-quality customer service, ensuring that all customer interactions reflect Dual Fuel’s commitment to excellence.
• Manage and mentor off-shore customer service representatives and EMS analysts.

Training & Onboarding

• Organize and facilitate customer onboarding sessions, introducing them to our platform’s features, best practices, and support channels.
• Develop and update training materials to ensure customers and internal teams are well-prepared to use our tools effectively.
• Conduct follow-up sessions to confirm customers are fully equipped to optimize their systems.

Project Coordination & Documentation

• Maintain project documentation, including schedules, updates, and closeout reports, ensuring all stakeholders have up-to-date information.
• Manage customer billing process, including invoice generation.
• Coordinate with internal teams to track project progress, manage timelines, and communicate any changes or delays effectively.
• Oversee logistics and administrative tasks, such as scheduling installations or site visits in collaboration with project managers.

Cross-Functional Collaboration

• Partner with sales, engineering, and operations teams to gather requirements, resolve issues, and ensure customer expectations are met.
• Facilitate clear communication between departments to streamline processes and maintain alignment on project goals.
• Provide customer feedback and insights to help shape product enhancements and identify new opportunities.

What You Have

• 3-5 years of experience in customer success, customer service, project coordination, or related roles
• Experience with controls/EMS/BMS systems a plus
• Strong organizational, multitasking, and administrative skills
• Excellent written and verbal communication skills with a customer-centric mindset
• Detail-oriented and proactive in identifying and addressing potential issues
• Proficiency with Microsoft Office Suite or similar project management tools

Other

• Full-time position with competitive compensation.
• Opportunity to contribute to a growing company making a real impact in energy efficiency and sustainability.
• Dual Fuel is an Equal Opportunity Employer.