Customer Success Specialist

7 days ago

Vancouver, British Columbia, Canada Enbala Power Networks Canada Full time
Company Enbala Power Networks Canada

Name Customer Success Specialist

Req # 61976

Employment Type Full Time

Shift 1st


Generac Grid Services provides solutions directly to electric utilities, grid operators and energy markets to create a reliable and sustainable energy future, leveraging Generac products including PWRcell battery storage systems, Ecobee smart thermostats, natural gas generators and others.

Our Customer Success team's top priority is ensuring our electric utility, grid operator and energy market customers are achieving their reliability and sustainability goals with Generac Grid Services' products.

As a Customer Success Specialist, you'll achieve this by providing our customers with coaching on how to get the most out of our products, as well as advocating for customer needs to our internal teams.

As a Customer Success Specialist, you will serve as a trusted point of contact for these customers, beginning from contracting and extending through project delivery, operation, and contract renewals.

You will act as a champion for our customers, consistently providing professional, knowledgeable product solutioning and personable support.
At Generac Grid Services, we offer the best of all worlds for the right people: - Small nimble teams with an open culture that welcomes ideas and input - Modern technology platforms, tools and engineering best practices - Support of a large parent company willing to make investments in technology and its people - Camaraderie, mentorship, support and fun

As a Customer Success Specialist at Generac Grid Services, you will:

  • Develop and maintain proficiency in Generac Grid Services' products and services, as well as Generac's ecosystem of distributed energy resource hardware including PWRcell solar + storage systems, Ecobee smart thermostats and Generac residential, commercial & industrial generators.
  • Develop and maintain proficiency with Generac Grid Service's ecosystem of 3rd party vendor distributed energy resource integrations.
  • Develop and maintain customer relationships through regular interaction to understand their evolving goals and needs.
  • Help our electric utility customers achieve their business goals by catering training to their needs, as well as acting as a trusted advisor; providing coaching on how to get the most out of Generac Grid Services's products and services.
  • Promote customer adoption through implementation oversight & leading acceptance activities.
  • Identify opportunities for customer expansion & growth, as well as supporting these initiatives by providing knowlegable technical solutioning.
  • Direct support of internal Sales and Operations teams in aligning new contracts with existing & near-term roadmap functionality

Minimal Qualifications:

  • Postsecondary degree or diploma in computer science, engineering or equivalent experience in closely related field 13 years work experience in relevant field, including but not limited to: technical sales support, utility program management, computer science, power systems, engineering, product management, Internet of things (IoT), or technical customer support
  • A working understanding of software code (in any language) or software APIs; ability to read API documentation, perform API requests and interpret responses

Preferred Qualifications:

  • Experience working in technical sales support, product management, utlity program management or customer support environments
  • Background in developing, managing or supporting software products
  • Power systems or electrical engineering knowledge or background
  • Internet of things (IoT) experience

Knowledge:

Skills:

  • Excellent interpersonal and communication skills, both written and verbal
  • Innovative problem solver who is positive, collaborative, and customer focused
  • Excellent time management, prioritization and problem solving skills
  • Exercising high levels of initiative, judgment, and diplomacy
  • Ability to navigate and perform in a rapidly changing technical growthoriented environment
  • Ability and willingness to travel internationally on occasion. Will maintain a valid passport & driver license with no restrictions.

Physical demands:

"We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law."

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