Customer Success Manager

Job Description

Job Description

Join the Market Leader in Electric Power Trading Solutions

The electrical grid is the largest and most complicated machine ever built. Yes Energy’s industry-leading electric power trading analytics software provides real-time visibility into the massive amount of data generated by the North American electrical grid every day. Our unique and innovative view of the data informs real-time trading decisions that keep utility prices low and the grid up and running. It’s both challenging work and work with a purpose.

Be a part of our successful, growing business during international transformation.

Position Summary

As a Customer Success Manager, you ensure that our customers experience the maximum benefit from Yes Energy’s products. You will be part of the team that manages reactive customer support and executes a proactive approach to ensuring that our customers continually and increasingly receive value. We would love to hear from you if you are up for this challenge and believe you can keep pace with a rapidly growing company with ambitious goals.

Position Details

Salary range : $70,000 - $85,000 plus commission

Location : Yes Energy Core Offices

Full-time

Hybrid

Reporting to : Customer Success Manager

Primary Responsibilities

Ensure customers know how to use our products to their fullest potential by providing exceptional customer service, answering questions, troubleshooting issues, and providing technical support.

Engage new customers in training and onboarding by utilizing presentation skills, industry knowledge, and Yes Energy’s product expertise to maximize our customers’ product use experience.

Develop and maintain customer success plans to drive retention and help customers achieve their business objectives through our products.

Manage the renewal pipeline for an established book of business, including negotiating new terms and prices, delivering detailed account reviews, and collaborating with the operations team to finalize the renewal transition to Finance.

Build active and meaningful customer relationships by establishing yourself as a trusted / strategic advisor to understand optimal workflows and collect insights to ensure product adoption and continued value from our products.

Act as the liaison for technical inquiries, issues, or escalations, working with a wide range of internal teams to achieve the best possible result for the customer.

Generate and communicate metrics to identify market trends, product usage, customer health, and application-related issues to ensure that all customers are fully engaged and getting the value they expect from the products and customer experience.

Build skills working with Yes Energy’s software, including our API and SQL data products.

Collect product feedback, working closely with Product Management to help drive product evolution in a customer-driven direction.

Minimum Qualifications

Bachelor’s degree or equivalent experience

Minimum of five years of experience and a passion for solving problems.

Minimum of five years of experience in a technology-related field or discipline

Minimum of five years of experience with customer success strategies, technical support / helpdesk, and / or technical sales roles

Strong communication skills, both written and verbal

Experience with big data solutions and analysis

Knowledge, Skills, Abilities

A mind for process improvement as opposed to making do with inefficiencies

Comfortable communicating solutions to customers across various communication mechanisms : IM, phone, email, formal presentations, etc.

Ability to troubleshoot and resolve technical support and application use questions

A technical mindset and the ability to digest complex scenarios and translate ideas back to customers in a concise way

Strong self-awareness and social skills to handle difficult situations with empathy and composure

Self-starter, Strong teammate, and collaborator

Preferred Qualifications

Proficiency using SQL and / or Python

Energy industry experience

Experience in equities / commodities trading

Experience interacting with customer relationship software (JIRA, Salesforce, etc.)

Yes Energy product knowledge

Software testing / troubleshooting experience

ABOUT YES ENERGY

Overview

Yes Energy delivers real-time market data and electric power trading decision solutions. Over 1,000 market participants use Yes Energy solutions daily. The business is a leader in information content collection and management, developing and delivering data and market analytics solutions. Since its inception in 2008, Yes Energy has become a trusted and respected supplier of innovative and reliable solutions focused on the needs of power market analysts, traders, and trade managers. Yes Energy has a team of 300 amazing professionals in Boulder, CO (HQ); Boston, MA; Chicago, IL; Glendora, CA; Richmond, VA; London, United Kingdom; Auckland, New Zealand; and Bucharest, Romania.

Culture

Yes Energy has been named one of the Best Places to Work in Colorado, and we have the culture to prove it. At Yes Energy, we care about saying “Yes” to customers. We like to listen, learn, and develop solutions per their needs. We think about customers as business partners, and when we help them be more successful … we are more successful, too.

Around the office, our culture is driven by some pretty fundamental values that we’re proud of :

We love innovation and solving tough challenges;

We are “high standards people” who combine passion and pride with hard work and rewards of all kinds in an ethic that is consistent across the company;

We’re team-focused with a flat hierarchy we work in small teams on well-defined projects that directly impact the success of the business;

We play to the strengths and experience of each person while each of us also works along a continuum of roles adjacent to our focus area. This presents the challenge of maintaining a broad set of skills as well as an opportunity to learn and contribute in many ways;

We are constantly growing. Professional development happens every day and every year.

Compensation and Benefits

We offer highly competitive salaries and real bonuses that are achievable and that you can impact. Our benefits package is also very competitive, including medical insurance, a 401 (k) Plan with matching, flexible vacation, and flexible work schedules. Yes Energy encourages and funds investment in both formal and informal professional development.

At Yes Energy, we are dedicated to building a diverse, inclusive, and authentic workplace. If you’re excited about this role but your experience doesn’t perfectly align with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

In accordance with Colorado law, the range provided is Yes Energy’s reasonable estimate of the base compensation for this role. The actual amount may be higher or lower based on non-discriminatory factors such as location, experience, knowledge, skills, and abilities.

Yes Energy provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Yes Energy complies with applicable state and local laws governing nondiscrimination in employment in every location where the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Salary : $70,000 - $85,000