Customer Success Manager, Senior Level

Boston, Massachusetts, United States, Boulder, Colorado, United States, Chicago, Illinois, United States, Richmond, Virginia, United States

Overview

Join the Market Leader in Electric Power Data and Analytics 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 daily. Our view of the data informs real-time trading decisions and mid-to-long-term investment decisions that keep utility prices low, support the energy transition, and keep the grid running. It's both challenging work and work with a purpose.

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

Position Summary

At Yes Energy, we value our relationships with our customers and want them to succeed. The Customer Success team leads in achieving this part of our mission by providing industry-leading customer support, training, onboarding, and customer outreach. The team is the face that Yes Energy's customers associate with our company. Achieving this mission will entail scaling our Customer Success function to meet Yes Energy's very high standards for customer service as our customer base grows. Equally important will be expanding our customer outreach and engagement efforts to ensure our customers' successful adoption, maturity, and growth across Yes Energy's entire customer base.

As a Customer Success Manager (senior level), you ensure that our customers experience the maximum benefit from Yes Energy's products. You will be part of the team that executes a proactive approach to providing our customers with continual and increasing value. If you are up for this challenge and believe you can keep pace with a rapidly growing company with ambitious goals on a global scale, we would love to hear from you.

Primary Responsibilities

• Serve as the voice and advocate for Yes Energy's customers, driving alignment across Product, Sales, Marketing, and Support.
• 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 - utilizing presentation skills, industry knowledge, and Yes Energy's product expertise to maximize our customers' product use experience.
• Participate in developing and enhancing train-the-trainer content for CSMs that highlights product value and ensures customers know how to use our products to their fullest potential.
• Develop and maintain customer success plans to facilitate renewals and help customers achieve their business objectives through our products.
• Build active and meaningful relationships with customers by establishing yourself as a trusted / strategic advisor to understand optimal workflows and collecting 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 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.
• Conduct regular customer check-ins and business reviews, including presentations about new products and features.
• 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.
• Coach and assist with training other, more junior CSMs on the team on effective Customer Success strategies and methodologies.
• Participate in the Training Day events at our annual Yes Energy Summit and in-person regional events.

Minimum Qualifications

Knowledge, Skills, and Abilities

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 all aspects of 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 170 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 our solutions in line with their needs. We think about customers as business partners, and when we help them be more successful … we are more successful, too.

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.

Yes Energy is 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.

Voluntary Self-Identification : For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary and will not be considered in the hiring process. This information is recorded and maintained in a confidential file.

Public burden statement : This survey should take about 5 minutes to complete.

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