What are the responsibilities and job description for the Mid Market CSM position at Speed of Light Ops?
Description
*** SOLO is always looking for exceptional talent to join our team so we’re building a pool of incredible candidates for anticipated hires. By submitting your application, you’ll be among the first to be considered when a position becomes available. There is not an application deadline at this time. ***
About SOLO:
At SOLO, we're not just building software, we're building a solar-powered future. We empower installers and sales teams to achieve unparalleled success, drive transformative sales performance, and ensure seamless consumer experiences. Our innovative software solutions are more than just business tools, they're revolutionizing the way solar energy is sold, bought, and embraced worldwide.
Job Description:
The primary purpose and passion of the Mid Market Customer Success Manager (Mid Market CSM) is to help customers fully utilize our suite of products and services. Success in the CSM position is measured by customer satisfaction, usage, retention, and expansion. As the voice of the customer, you will represent our customer’s needs and challenges to all internal teams at SOLO. Mid-Market CSMs will possess the ability to clearly communicate product features, best practices, differentiators, and the overall value of our products and services to every one of their customers. Updates and maintains accurate customer records using internal tools and programs.
Requirements
Job Responsibilities:
- Develop strong strategic relationships with key customer stakeholders and operational staff through consistent, meaningful communication. Ensure customers are fully aware of product feature enhancements, short-term roadmap, and identify customer expansion opportunities. At a minimum, every Mid Market CSM will conduct a monthly Strategic Meeting with each customer.
- Create, run, and deliver SOLO business reviews with each customer quarterly. These business reviews will include deep insights and recommendations, specific to customer usage, ROI, satisfaction, product features, services, and renewal.
- Ability to configure and drive execution of account growth plans (e.g. integration plans, enablement, co-marketing efforts) with key stakeholders across the Customer organization
- Have a thorough understanding of the solar industry and be a subject matter expert in the Solo process and platform. Demonstrate the ability to teach, train, and answer customer questions.
- Deescalate customer issues and track resolution while providing timely, substantive updates. Conduct additional training as necessary to avoid future frustrations and increase self-help.
- Expand existing customer investment by upselling additional products/services.
- Be a team player, partner with other Customer Success and all cross-functional teams (Sales, Support, Engineering, Product, Finance, and Marketing), to attain and maintain the highest level of customer satisfaction and advocacy.
- Maintain and update CRM data, customer health status , and customer satisfaction status regularly.
- Apply empathy and follow the Escalation Framework when working through Customer issues.
- Monitor and maintain account performance using data-driven metrics and reporting tools
- Be able to travel to Customer sites at least once per quarter.
Skills/Qualifications:
- Bachelor's degree or equivalent experience
- 4 years of account management or related experience
- Proficient in Google Workspace and/or Microsoft Office
- Understand new software tools and adapt to company and process changes quickly
- Excellent verbal and written communication
- Time management and ability to multitask well
- Good problem solving and analytical thinking
- Strategically collaborate, and negotiate contracts and renewals
- Strong organizational skills and attention to detail
- Exceptional customer service and interpersonal skills with an emphasis on humility and empathy
- Care personally and challenge directly
- Work hard and complete tasks on time or early
- Prior solar experience preferred, not required
Physical Requirements:
- Ability to sit for extended periods (e.g., 6 hours a day) while working on a computer, managing customer accounts, and conducting data analysis
- Frequent use of hands and fingers for typing, using a mouse, and interacting with CRM tools, data analysis platforms, and project management software
- Ability to read, interpret, and analyze data on computer screens, customer insights, and product updates for prolonged periods
- Ability to focus and maintain attention during long periods of relationship management, issue resolution, and account reviews
- Ability to travel to customer sites at least once per quarter for in-person meetings, business reviews, and training sessions
- SOLO complies with federal and state disability laws and makes reasonable accommodations for applicants and candidates with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, please contact HR@gosolo.io
Compensation/Benefits:
- $55-80,000/yr Variable Pay
- Paid Time Off
- Healthcare Savings Account (HSA) with company match
- Medical, Dental, and Vision insurance
- Hospital and Accident Indemnity Insurance
- Short and Long Term Disability
- 401K with up to 4% company match
- Onsite Snacks and Drinks
- Biweekly Pay with On Demand Pay benefit (allows you to be paid even sooner if you choose)
- Opportunity for growth - we like to promote from within!
This job description highlights core responsibilities but is not exhaustive. Tasks and duties may change or be added as needed, with or without notice.
Salary : $55,000 - $80,000