The Customer Success Manager is part of the Sustainability Solutions (S2) Account Management team, a subgroup of the Sustainability Solutions (S2) Customer Experience team which is accountable for the value we create for our customers. As such, the three core responsibilities of the role align with those of the Customer Experience team:
Customer Value Creation: When Conservice Sustainability Solutions (S2) begins our relationship with new benchmarking and S2 customers, Customer Success Managers on the Sustainability Solutions (S2) Account Management team will be actively involved in project management and client relations by working closely with external stakeholders to analyze customer needs and ensure deliverables are met.
Customer Management: Once customers are established with our Sustainability Solutions (S2) services, the Customer Success Manager will continue to own the relationship to ensure that customers can see increasing value from the relationship with Conservice Sustainability Solutions (S2), which requires strong business acumen, problem-solving skills, and relationship-building ability.
Internal Enablement: In addition to working directly with customers, the Customer Success Manager will have the opportunity to work with internal stakeholders to improve our products and offerings to drive growth continuously.
Responsibilities
Own the relationship with management companies and ownership groups to address items related to compliance benchmarking, green loans, and data management. CSMs aim to increase value from the customer relationship with Conservice Sustainability Solutions (S2), which requires strong business acumen, problem-solving skills, and relationship-building ability. In addition to working directly with clients, CSMs work across squads/departments within Conservice to improve collaboration and process flow. The CSM is also responsible for:
Driving the growth of benchmarking services offerings including the Energy Star Certifications and the new Building Performance Standard (BPS) product.
Problem-solving (daily) with clients and internal stakeholders.
Ensuring deliverables are met within established timelines.
Managing projects that are assigned by clients or others within the company.
Professionally communicating with clients, team members, and other groups within Conservice.
Anticipating client needs and communicating with leadership to determine resources needed to complete these requests.
Understanding the nuances of the S2 product and what services are offered.
Working with associate managers, reporting specialists, setup specialists and others to resolve issues, handle escalations and complete work packages.
Demonstrating initiative and an ownership mindset, where individuals identify and own to completion value-creating opportunities for Conservice Sustainability Solutions (S2) customers, our internal operations and product, and our people.
Embracing the idea that value creation enables customers to partner with Conservice Sustainability Solutions (S2) perpetually and use every available opportunity to create value.
Regularly assist with audits to reconcile data across Salesforce, Energy Star Portfolio Manager (ESPM), and internal utility billing systems (Synergy).
Identify and troubleshoot specific data issues in Energy Star Portfolio Manager (ESPM)
Perform technical validations of data to verify that data accurately represents "whole building" usage and check for data overlaps or missing logs for specific utility services like Electricity and Natural Gas
Utilize advanced technical Tools to track and manage account health.
Qualifications
Conservice is the largest utility management and billing company in the United States, offering a suite of solutions developed on an industry friendly platform. These solutions include the installation of utility sub-meters, billing each resident for their individual utility usage and other monthly charges, and a utility management program that handles a client’s utility invoice process from payment of the invoices, to rate analysis and procurement. Conservice focuses on meeting the specific needs of their clients by offering fully integrated solutions that greatly reduce operating costs and promote conservation, while maintaining an unmatched level of customer service to both the customer and resident.
