Customer Success Associate (Remote Flexible)

Company: PowerAdvocate - now part of Wood Mackenzie
Location: Houston
Posted on: May 16, 2022

Job Description:

Company Description

In September 2021, PowerAdvocate became part of Wood Mackenzie. The two businesses have come together, aligning our products, energy data, and technology to meet our customers' rapidly changing and expanding needs. PowerAdvocate ismoving to use the Wood Mackenzie name and brand going forward as we combine our teams and product sets.

By bringing together Wood Mackenzie's extensive coverage of energy and natural resources with PowerAdvocate's unique cost and supply chain intelligence, we're able to provide a greater breadth and depth of market-leading analysis, data, and insight.

We are excited for the future direction of the company and helping to drive forward the energy transition. Visit woodmac.com to find out more.

Wood Mackenzie Supply Chain, formerly PowerAdvocate, delivers data and insights that make energy and natural resource companies 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. At our center sit proprietary data sets and leading data science that we combine with our technology to solve our customers' most complex business problems.

We are also a values-led company. We care for each other. We value diversity, equity, and inclusion. 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, and we encourage different viewpoints and trust in best intentions.

Job Description

*This role can be done remotely and/or at the office -Preference will be given to those who are willing to relocate to Boston where hybrid models are also available.*

Is your ideal job providing exceptional service? Are you energized when you are interfacing with internal and external customers to solve problems, provide program support and share your technical expertise? Are you solutions-oriented and focused on driving customer success? If so, we have the job for you whether this is your first job out of college or your next career opportunity.

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.

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  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 clients
  Qualifications
  
  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)
      Additional Information
      
      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.

Keywords: PowerAdvocate - now part of Wood Mackenzie, Houston , Customer Success Associate (Remote Flexible), Other , Houston, Texas