PowerAdvocate is a data, SaaS, and consulting company that makes its customers more effective and resilient contributors to the global economy. We do that by providing our customers the right data in the right solution to help them reduce costs, manage risks, and accelerate the transition to renewable energy.

We are a values-led company. We care for each other. We value diversity, equity, and inclusion (“DEI”). We recognize that our individual differences make us stronger.  We are confident and driven, yet practical and humble. We help each other improve with direct, respectful feedback We encourage different viewpoints and trust in best intentions.

*This role can be worked remotely and/or at the office if you have been vaccinated against COVID-19. Preference will be given to those who are willing to relocate to Boston.*

About the Role:

The Customer Success Associate is at the nexus of customers, products and technology at PowerAdvocate, helping internal and external stakeholders to understand, utilize and fully realize the value of our product suite. As a product expert, the candidate will be required to analyze stakeholder needs and difficulties while offering the best solutions that cover a wide variety of opportunities. Whether answering calls from our clients or their suppliers helping navigate through the Energy Intelligence Platform (EIP) or identifying more efficient approaches to help our customers gain greater analytical insights, the Customer Success Associate’s job is to assure every user has a smooth user experience. Additionally, this position administers, monitors and enhances user adoption, interacts with the sales team, the product teams, and data and software teams.

In this role, Associates are encouraged to be self-managing, proactive, collaborative, and team-oriented. The role offers opportunities for individuals to follow personalized goals based on people’s natural abilities and desire to learn. Outcomes range from acquiring specialized technical skills to career advancement and transfers into other business areas of our company.

Because PowerAdvocate’s helpdesk operates between 8:00 AM. and 8:00 PM (Eastern Time). Monday through Friday, all Customer Success Associates must be willing to work morning or evening shifts.

Roles and Responsibilities:

In addition to the following, other duties may be assigned as needed to meet business needs.

• Provide distributed telephone support, answering customer questions and calls as a member of 5-person team. Deliver efficient and timely resolution of customer issues
• Support internal users' questions regarding software functionality and configuration
• Provide customer-specific services on the EIP which help customers optimize the value of our software, data, and analytical solutions
• Provide support for Supplier Relationship Management, strategic sourcing, and category management projects and other ad-hoc projects
• Support product and role configuration tasks during implementation engagements
• Be a liaison between Customer Success and IT to communicate and troubleshoot technical issues
• Document customer calls, support email requests, and projects via Salesforce
• Work closely with Product Owners and Developers on product enhancements
• Lead product onboarding trainings for client

Who We Are Looking For:

• 0 - 3 years’ work experience; customer facing is a plus
• Comfortable with speaking on the phone with strangers
• Strong time management skills and multi-tasking abilities
• Strong communication skills (listening, written, and verbal)
• Strong attention to detail and organizational skills
• Technically adept with web-based applications (Microsoft Office)
• Analytical and process-oriented mindset
• A strong desire to see PowerAdvocate customers succeed in solving their business problems
• Demonstrated desire for continuous learning and improvement
• Ability to work effectively both independently and interdependently in a small team environment
• An ability to take initiative and a goal to grow as a leader among equals

A plus:

• Bachelor’s degree or Associate’s degree
• Ability to communicate in Spanish over phone and email
• Demonstrated experience driving exceptional customer service
• Exposure to value drivers in recurring revenue business models
• Knowledge or desire to learn various programming skills (SQL, JavaScript)

At PowerAdvocate, we celebrate differences and are committed to leveraging the diverse backgrounds and perspectives of our workforce to provide opportunities for our employees, our clients and our business.  We are an Equal Opportunity Employer – F/M/D/V

All your information will be kept confidential according to EEO guidelines.

At Verisk, the health and safety of our people is our number one priority.  Effective November 15, 2021, and subject to applicable law, all prospective hires for office based roles or roles that support any of our businesses’ government contracts will be required to demonstrate that they are fully vaccinated against COVID-19 by their start date, or qualify for a legally-required medical or religious accommodation to this vaccination requirement, as a condition of employment. Hired candidates who do not demonstrate that they are fully vaccinated against COVID-19 by their start date, and who have not been approved for a legally-required medical or religious accommodation will no longer meet the requirements for employment and their offers of employment will be immediately rescinded, in accordance with applicable law.