As a Customer Success Manager, you will:
- Build strong relationships to understand customer needs and serve as a strategic partner to wind and solar asset owners and operators, and internal partners
- Serve as a primary liaison and facilitate meetings between the customer and multiple internal departments, including Inspection Services, Finance, Sales, Engineering, and Marketing.
- Understand, translate, and execute customer contracts into action (including NDAs and project scheduling), demonstrating a strong comprehension of contractual language.
- Review & execute proposals for existing customers with emergency inspection needs
- Maintain and update Salesforce and sales reports
- Lead web demonstrations to educate customers on the features of our product, identifying operational pain points to connect them to upsell and cross-sell opportunities within our product portfolio.
- Understand, draft, and deliver customer reports
- Meet with Priority 2 and 3 customers on a consistent basis
- Travel: Up to 2% travel, which includes traveling to our Ann Arbor headquarters two times per year.
Requirements of the job:
- 4-year degree
- 2 years or more of Customer Success experience
- Strong critical thinking and independent problem-solving skills; ability to analyze, evaluate, and interpret information objectively rather than taking it at face value.
- The ability to have challenging conversations and constructively navigate issues with customers when appropriate.
- Proficient in active listening skills to broaden understanding, absorb different perspectives, and help diffuse perceived obstacles and potential gaps in understanding
- Committed and believes in providing quality customer service / service-oriented, and able to resolve customer grievances
- Organized and attentive to details with the ability to catch one's own mistakes.
- Proficient in public speaking: articulate, professional, and not afraid to speak up.
- Excellent written and verbal communication skills
You are:
- An independent and strategic thinker who enjoys working for a company that is not overly structured and allows for differing options and ideas.
- A motivated self-starter who can prioritize, multitask, and operate in the fast-paced environment of a growth-stage company
- A critical thinker who analyzes, evaluates, and interprets information objectively using logic and reason rather than accepting things at face value
- Someone who doesn’t take themselves too seriously and can work around a variety of personalities, all of whom are very dedicated to keeping our company on its high growth trajectory.
- Adept at problem-solving and conflict resolution
Bonus points for:
- Startup or tech experience
- Experience using Salesforce
- Wind/Renewable Energy background
Schedule & Flexibility Expectations:
- Core Hours: Standard hours are Monday through Friday, 8:30 AM - 5:30 PM.
- Delivery-Focused Mindset: As an exempt professional in a high-growth environment, we do what is needed to get the job done. This means occasionally handling customer calls in the evening. In return for this dedication, you will enjoy reciprocal schedule flexibility.
- Weekend On-Call Rotation: There is a once-per-month on-call expectation. During your assigned weekend, you are on-call between 8:00 AM and 5:00 PM, with your laptop and cell phone active and available to respond to emergency customer calls. There is flexibility in scheduling and in coverage by other team members. In return for any work you encounter on that weekend, you will enjoy reciprocal schedule flexibility.
Location & Logistics:
This role may be remote or located in the SkySpecs Ann Arbor headquarters, depending on candidate location and preference. Remote applicants will be expected to attend team meetings primarily in the US Eastern timezone.
- Relocation: This position does not offer financial support for relocation.
- Sponsorship: Applicants must be currently located in the United States and legally authorized to work in the United States for this employer now and in the future, without the need for visa sponsorship. We are unable to sponsor or take over sponsorship of employment visas at this time.
- Compensation: Base salary dependent on experience and location. Position is eligible for discretionary annual bonus.
SkySpecs is an equal opportunity employer. SkySpecs does not discriminate in employment with regard to race, color, religion, national origin, citizenship status, ancestry, age, sex (including sexual harassment), sexual orientation, marital status, physical or mental disability, military status or unfavorable discharge from military service or any other characteristic protected by law.
