Note: The job is a remote job and is open to candidates in USA. Edged is a fast-growing provider of sustainable data centers and energy infrastructure. They are seeking a dynamic Customer Success Specialist to manage customer relationships, services, and overall customer experience, while collaborating with sales and operations teams.
Responsibilities
- Customer Success Specialist drives collaboration with client and internal cross functional teams to manage client implementations and meet client requirements timely and efficiently
- Project management and implementation oversight from customer order acceptance through provision of service
- Develop strategies to grow customers through successful customer experience
- Drive data analytics, metrics, and interpretation of a mission critical environment to identify inefficiencies, opportunities, exceptions, and correlations, and proactively respond before they impact the business and its customers
- MBR and QBR draft and review with customers
- Deliver support and service solutions for customers in line with industry best practice
- Monitor the effectiveness of the service against SLA/KPI’s, drive through change as needed to deliver continual service improvement
- Coordinate and manage any customer audits including follow up corrective actions
- Identify and implement change within the team to ensure it can take on new service offerings
- Contribute proactively to new service development
- Ensure quality and up-to-date documentation exists for all service arrangements
- Achieve consistent customer satisfaction ratings and respond appropriately to customer feedback on areas for improvement
- Take responsibility for customer escalations and act as a point of escalation both in and out of hours as required
- Drive a continual service improvement schedule based on a desire to become a world class managed service provider
- Prepare Sales Orders and accompanying exhibits for Customer Intake
- Delivery of project requests
- Provide training schedule to support implementation and operations for clients
- Implement reviews and audits to ensure consistent implementation standards and identification of areas requiring improvement
- Implement and drive a “lessons learned” method
- Coordinate escalation matrix for new clients and update accordingly
- Be the “voice of the customer” internally and work to consistently improve the customer experience
- Coordinate, collect and analyze customer experience surveys. Drive for improvements based on feedback gained
- Work cross functionally to deliver quarterly summaries for customers across multiple lines of business
- Provide training to customers on portal functionality
- Coordinate with Incident Manager and Operations team on customer communications and notifications
- Partner with Sales and Service Delivery to ensure accuracy and timely delivery of proposals
Skills
- Bachelor's Degree
- Minimum of 3-5 years of experience in data centers customer support/success, Sales and or operations
- Excellent customer management skills
- Experience in large-scale planning and coordination, with experience delivering multiple concurrent projects on tight timelines
- A solid understanding of enterprise level infrastructure and services
- Knowledge of data center infrastructure, including HVAC, electrical and security systems
- Requires advanced analytical and quantitative skills
- Familiarity with industry standards and best practices, such as ITIL, ISO 27001, uptime institute guidelines and SOC II
- Project or program management experience and certification(s) (e.g. Lean, Six Sigma, Kaizen, PMI, Agile...)
- MSOffice applications. i.e., Excel, Outlook, Word, and PowerPoint
- A solid understanding of financial management, budgeting, and forecasting
- Strong written and oral communication skills
- Process and workflow development
- Excellent problem-solving and decision-making abilities while working in ambiguous situations
- Ability to develop operational standards and project tracking/management documents
- Understanding of IT infrastructure, including servers, storage, networking, and remote hands
- Ability to work under pressure and manage multiple priorities
- Ability to analyze and solve problems involving several options with limited information
- Demonstrated success managing customers
- Ability to travel as needed but expected up to 25% of the time
- ITIL certification is a plus
Benefits
- Medical, dental, vision, life, and disability insurance
- 401(k) retirement plan
- flexible spending and HSA accounts
- Paid holidays
- PTO
- Employee assistance program
- Other company benefits
- A flexible, autonomous work environment
- Growth and travel opportunities
Company Overview
Edged is an information technology company that launches a global network of sustainable data centers and energy infrastructure. It was founded in undefined, and is headquartered in New York, New York, USA, with a workforce of 51-200 employees. Its website is https://www.edgedenergy.com.