Customer Success Manager

Customer Success Manager - Technology

Position Description

EverBright is driving the clean energy revolution through its industry-leading solar software platform and financing marketplace. Every day, EverBright supports hundreds of residential solar installers and home improvement contractors across the U.S., ensuring they have the tools to be successful and accelerate consumer adoption of clean energy. Combining our flexible, affordable green energy solutions with our unequaled customer service means EverBright is well-positioned to lead the decarbonization of our planet.Works directly with business partners to understand informational needs of end users and create reporting/visualization solutions that turn data into critical information to ultimately drive sound business decisions.

This role works cross-functionally with members of the customer experience team, including Sales, Account Managers, Technical Support, and the Product and Engineering teams to develop and execute plans to attract and retain key accounts. Its focus is to eliminate any technical concerns that exist with high-value prospective and current accounts. This role is responsible for solutions engineering, meaning you will learn the sales and business model of customers and appropriately lay out how to best interact with our systems including but not limited to setup in software, which teams should complete sales vs ops tasks and how organization approval processes should work.

Your job is to understand prospective and current customer needs and work with product development and engineering to define requirements and successfully execute launches within targeted client organizations. You will share your technical and product expertise through technical evaluations, demos, presentations, and ongoing advice. You are a trusted advisor and have a deep understanding and ability to translate customer needs into specific and actionable product features and enhancements for our SaaS offering. You will:

Be the customer’s advocate by knowing their goals and use cases then suggesting process changes, product adoption, configuration and additional features to meet their requirements
Drive adoption for the product and proactively engage with largest accounts to ensure success
Support annual roadmap sessions with key customers
Respond to elevated technical issues from the software support team
Be the primary Customer Success liaison with the Product team, providing input and receiving guidance
Mentor and establish strong personal relationships with the customer and members of the team

Job Overview

Employees in this role are responsible for championing, improving, and tracking the performance of the assigned journey. This position collaborates cross-functionally to provide analysis and strategic direction for initiatives that will improve the customer experience. Individuals are responsible for understanding what is important from the customer perspective and coordinating with the Customer Insights and Analytics team to understand customer behaviors, participate in benchmarking activities, set strategy, explore the latest technology, and prioritize based on analysis.

Job Duties

Creates ideal state customer journeys and collaborates with functional process specialists to implement the vision of each
Monitors journey performance across channels and ensures it reinforces the customer experience vision
Performs quantitative analysis in order to provide insights and actionable recommendations on recently implemented initiatives
Creates cost benefit analysis and presentations which evaluate the potential of new programs or changes to processes
Works with customer insights team to incorporate customer survey data into analyses
Establishes processes, methodologies, and benchmarks for customer experience analytics
Extracts and manipulates data, conducts analysis, determines conclusions, and communicates to the working team and senior leadership
Performs other job-related duties as assigned

Preferred Qualifications

Master's Degree
Six Sigma Green Belt Certified
Six Sigma Yellow Belt Certified
Experience in a customer-facing business and technical consultative role; deployment of information technology, SaaS products
Demonstrated ability to successfully resolve situations that are broadly defined, complex, diverse, & occasionally, unprecedented
Ability to engage multiple stakeholders to translate and communicate business requirements into a solution vision that meets the customer’s business needs
Skilled at articulating vision, and planning execution of projects
Large scale PM experience preferred
Experience deploying and managing enterprise projects, preferably with SaaS background
Deep knowledgeable about utilizing APIs, set up, and API management

Required Qualifications

Bachelor's Degree
Experience: 8+ years
Leadership Experience: 2+ years

Benefits

Competitive Salary
401k match
Medical, dental, vision, life, and legal insurance
Access to multiple offices around the US (Austin, TX, San Francisco, CA, & Juno Beach, FL)
EAP and mental health assistance
Discount plans through the NextEra Employee portal
Health and wellbeing services
Education assistance program
Adoption assistance
Work from home tech setup

Where permitted by applicable law, EverBright requires all employees and new hires to be fully vaccinated for COVID-19 or be willing to receive the COVID-19 vaccination on or before the first day of employment.

EverBright is an Equal Opportunity Employer. Qualified applicants are considered for employment without regard to race, color, age, national origin, religion, marital status, sex, sexual orientation, gender identity, gender expression, genetics, disability, protected veteran status or any other basis prohibited by law. We are committed to a diverse and inclusive workplace.

EverBright provides reasonable accommodation in its application and selection process for qualified individuals, including accommodations related to compliance with conditional job offer requirements, consistent with federal, state, and local laws. Supporting medical or religious documentation will be required where applicable and permitted by applicable law. To request a reasonable accommodation, please send an e-mail to our recruiting team, providing your name, telephone number and the best time for us to reach you. Alternatively, you may call 1-844-694-4748. Please do not use this line to inquire about your application status.

EverBright will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.

EverBright does not accept any unsolicited resumes or referrals from any third-party recruiting firms or agencies. Please see our policy for more information.

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