Customer Success Specialist – HVAC

Overview

Reporting to the VP of Business Development you will help train and support customers as they work with Stride and Studio, Properate's tools to simplify heat load calculations and energy audits. You will be working with HVAC professionals and Energy Auditors to ensure they can get the reports and information they need in a fast, customer centric environment.

You will also work with the Product team to provide feedback on continued improvement and new features development. In addition you will work with the Sales and Marketing teams to improve training tools and case studies to allow users to learn in the manner simplest for them.

This is an excellent opportunity for someone who wants to apply their building science knowledge and training to support more Canadian homeowners on their journey to net-zero in a small, but growing team of passionate individuals.

Responsibilities

Client Relationship Management:

Develop and maintain strong, lasting relationships with customers to foster loyalty and satisfaction.

Proactive Engagement:

Regularly interact with clients to understand their needs, monitor their progress, and ensure they are maximizing the benefits of Stride in their business.

Onboarding and Training:

Guide new customers through the implementation process, ensuring they can effectively use Stride from the start. Help to maintain and develop content, along with other internal teams (sales, product, marketing) to grow the training database of videos, FAQs, written documentation.

Issue Resolution:

Serve as the primary point of contact for customer inquiries and issues, providing solutions and escalating to other teams when necessary.

Feedback and Improvement:

Gather valuable feedback from customers and relay it to internal teams (sales, product, marketing) to inform product enhancements and business strategies. Provide input on product specifications for new features, and assist in testing new developments.

Identifying Opportunities:

Recognize opportunities to expand business with existing clients through upselling, cross-selling, or creating case studies.

Qualifications

Communication:

Clearly and effectively communicate with customers and internal stakeholders in both written and spoken language.

Problem-Solving:

Analyze issues, research solutions, and provide effective recommendations to resolve customer problems.

Empathy and Customer Focus:

Understand and relate to customer needs and concerns to provide a positive experience.

Technical Proficiency:

• Must have completed HRAI Residential Heat Loss & Heat Gain Calculations or TECA Heat Loss / Heat Gain Course
• Must have been a Registered Energy Auditor with NRCan within the last 12 months
• Must have completed at least 50 CSA F280 Heat Load Calculations and 50 EnerGuide Audits
• Preferable to have completed other HRAI or TECA courses including Principles of Moving Air, HRV Design and Installation, Ventilation Guidelines, Forced Air Guidelines or Air to Air Heat Pump Design

Collaboration:

Work effectively with internal teams to support customer success initiatives.

Compensation and Working Conditions

Properate operates a remote, virtual workforce so the majority of your time will be working from home. There will be no requirement for travel, as support will be over email and phone for customers across the country. We enjoy a flexible working environment with core hours from 10 a.m. to 4 p.m. PST Monday through Friday, and you will need to work with internal teams to provide coverage for the period from 6 a.m. to 5 p.m. PST for rapid customer response.

Compensation will be commensurate with experience and will include bonuses for customer retention.

About Properate

Properate is a BC startup on a mission to drastically increase the number of net-zero homes. Properate leverages state-of-the-art technologies to supply customers, governments and contractors with energy reporting and retrofit plans capable of saving money, reducing emissions and increasing occupant comfort. Properate has received multiple awards locally and internationally for its innovations.

Job Types: Full-time, Fixed term contract

Pay: $55,082.47-$80,060.64 per year

Application question(s):

• Have you taken the HRAI heat loss/gain course?
• How many heat pump sizing projects have you completed on retrofit homes, or EnerGuide assessments, have you completed to date?
• Are you an Energy Advisor? if so, how many years of experience do you have?

Location:

• Vancouver, BC (required)

Work Location: Remote