Customer Onboarding Specialist (206-109)

This is an opportunity to be part of a world-class team at the nexus of two of the most exciting developments in energy today ? big, real-time data and energy storage.
Stem develops and deploys industry leading cloud-based software focused on energy efficiency via predictive analytics and innovative storage. Our offering is an automated, turnkey, price-responsive system that enables C&I customers to predict and control electricity costs and capture savings in a rapidly evolving utility landscape. The Stem system combines predictive analytics and advanced energy storage with a high fidelity software user interface. By buffering spikes in energy usage, Stem also reduces the impact of the C&I customer on the utility grid and enables better grid citizenship. Through innovation in technology and financing, our goal is to optimize the relationships between energy providers and consumers.
Position Summary
As Customer Onboarding Specialist, you will be responsible for supporting the client and the months-long deployment of their newly acquired Stem systems. You will welcome the client to the organization, work with internal and external stakeholders to fulfill requirements and keep the client satisfied as you ensure the installation process continues to advance. You will be part of a commercial team of bright and dedicated professionals tackling a major business opportunity, extend industry leadership, and make a real difference in the transformation of our energy infrastructure.
This position requires a driven and talented professional with strong customer service capabilities, solid problem solving skills, a collaborative work ethic, and a stellar sense of organization & prioritization. This role is positioned within the Customer Success organization.
Key Responsibilities
Coordinate installation kick-off with field project managers and represent customer success organization in that milestone
Own the coordination and fulfillment of the checklist of project requirements, collaborating with internal and external stakeholders to gather and record various data points
Perform outbound outreach to client to solicit various utility authorization forms and other approvals
Proactively & consistently communicate project status updates throughout deployment
Coordinate with and request action from internal stakeholders as needed to prevent future deployment roadblocks
Introduce the client to their assigned customer success staff once system deployment ends
Assist with special projects and related customer outreach efforts as needed
Apply a continuous improvement approach and implement scalable, repeatable & predictable support processes
Required Skills
Exceptional communication skills both written & verbal
Strong interpersonal skills & proven success in cross-functional collaboration
Ability to independently & effectively manage workflows and multiple priorities while meeting deadlines in a fast-paced, dynamic environment
A common sense approach to problem-solving fueled by the intellectual curiosity to spot future problems & identify new solutions
Proficient with Excel, comfortable with Salesforce, familiar with Jira, and any with experience with CRM or SaaS support software is a plus
Comfortable handling a large volume of emails and phone calls
A healthy obsession on customer satisfaction and the customer experience, and a willingness to be its internal advocate
The ability to self-direct as circumstances change and priorities shift, based on organizational needs, without constant & overt micromanagement
Experience interacting with the utility is a plus
Required Experience
B.S. or B.A. in business management, marketing, engineering, finance, economics or equivalent
Minimum 1 years of professional experience in an external customer facing role
Proven results in current role
Prior energy experience a plus

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