Customer Operations Associate (237-109)

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 creates innovative technology services that transform the way energy is distributed and consumed. Stem's mission is to build and operate the largest digitally-connected energy storage network for our customers. Our world-class analytics will optimize the value of customer's energy assets and facilitate their participation in energy markets, yielding economic and societal benefits while decarbonizing the grid. We create automated, price-responsive systems that enable 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.
As a Customer Support Associate, you will provide Stem's commercial and industrial clients with empathetic communication, responsive email support, and total ownership of the client relationship. A successful day in this role looks like dozens of requests solved by email, a handful of phone calls for the more complex questions, a few performance reports in Excel, a live demo of our software dashboard and a meeting to give the product team some feedback from the front line.
Our Customer Support Associate understands the importance of world-class customer service and wears the many hats needed to pioneer the ways of a growing customer support team still taking shape. This position requires a driven and talented individual with an analytical mind, an eye for detail, a preference for teamwork, intellectual curiosity, and the investigative skills of a problem-solver.
You will be part of a larger operational team of bright and dedicated professionals striving to address a major business opportunity, extend industry leadership, and make a real difference in the transformation of our energy infrastructure.
Key Responsibilities
Own the response to every customer inquiry from your assigned accounts, by phone or email, whether related to system performance, billing, our dashboard or otherwise
Organize and host hand-off meetings to introduce the support channel to customers with newly completed projects
Perform basic system performance analysis and produce overviews on spreadsheets
Host software dashboard demo tutorials over screen-sharing application
Perform outbound outreach to obtain customer authorizations, invoices and other requests
Identify expansion opportunities and work alongside a sales executive to conclude
Assist with special projects and related internal or external efforts as needed
Work with a continuous process optimization mindset, identifying gaps, inefficiencies and speaking up about opportunities to improve
Required Skills
Exceptional communication skills both written & verbal, ideally demonstrated in a B2B environment
Proficient with Excel & CRM tools, experience with Salesforce preferred
Proven success in cross-functional collaboration
Proven ability to manage multiple priorities in a fast paced, dynamic environment
Experience with ticketing & support software such as JIRA is a plus
Customer-centric mindset and the courage to be the customer's internal advocate
Ability to work independently, with discipline
Well-organized, detail-oriented with a tendency for systematic work flows
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
Prior energy experience is preferred, or else a demonstrated ability for technical learning

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