Customer Success Manager - Compliance

Customer Success Manager

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.

Bachelor's Degree preferred (degree in engineering, sciences, sustainability or business is preferred). Demonstrable interest/experience in sustainability and sustainability initiatives is preferred. Experience with SalesForce and/or Energy Star Portfolio Manager is preferred. Experience finding and fixing errors in complex data sets across different software platforms (like Salesforce and Energy Star). A background in handling building data (electricity, gas, water) specifically for ESG or sustainability reporting. At least 2-3 years of prior experience in account management, sales or customer success/service. May also hold certifications related to customer success management or relevant industry expertise.

Customer success managers typically possess qualifications such as:

• Strong communication and interpersonal skills,
• Deep understanding of the product or service offered,
• Problem-solving abilities,
• Analytical skills to assess customer data and feedback,
• Project management skills, and
• a customer-centric mindset.