[Remote] Customer Success Specialist

Note: The job is a remote job and is open to candidates in USA. Edged is a fast-growing provider of sustainable data centers and energy infrastructure. They are seeking a dynamic Customer Success Specialist to manage customer relationships, services, and overall customer experience, while collaborating with sales and operations teams.ResponsibilitiesCustomer Success Specialist drives collaboration with client and internal cross functional teams to manage client implementations and meet client requirements timely and efficientlyProject management and implementation oversight from customer order acceptance through provision of serviceDevelop strategies to grow customers through successful customer experienceDrive data analytics, metrics, and interpretation of a mission critical environment to identify inefficiencies, opportunities, exceptions, and correlations, and proactively respond before they impact the business and its customersMBR and QBR draft and review with customersDeliver support and service solutions for customers in line with industry best practiceMonitor the effectiveness of the service against SLA/KPI’s, drive through change as needed to deliver continual service improvementCoordinate and manage any customer audits including follow up corrective actionsIdentify and implement change within the team to ensure it can take on new service offeringsContribute proactively to new service developmentEnsure quality and up-to-date documentation exists for all service arrangementsAchieve consistent customer satisfaction ratings and respond appropriately to customer feedback on areas for improvementTake responsibility for customer escalations and act as a point of escalation both in and out of hours as requiredDrive a continual service improvement schedule based on a desire to become a world class managed service providerPrepare Sales Orders and accompanying exhibits for Customer IntakeDelivery of project requestsProvide training schedule to support implementation and operations for clientsImplement reviews and audits to ensure consistent implementation standards and identification of areas requiring improvementImplement and drive a “lessons learned” methodCoordinate escalation matrix for new clients and update accordinglyBe the “voice of the customer” internally and work to consistently improve the customer experienceCoordinate, collect and analyze customer experience surveys. Drive for improvements based on feedback gainedWork cross functionally to deliver quarterly summaries for customers across multiple lines of businessProvide training to customers on portal functionalityCoordinate with Incident Manager and Operations team on customer communications and notificationsPartner with Sales and Service Delivery to ensure accuracy and timely delivery of proposalsSkillsBachelor's DegreeMinimum of 3-5 years of experience in data centers customer support/success, Sales and or operationsExcellent customer management skillsExperience in large-scale planning and coordination, with experience delivering multiple concurrent projects on tight timelinesA solid understanding of enterprise level infrastructure and servicesKnowledge of data center infrastructure, including HVAC, electrical and security systemsRequires advanced analytical and quantitative skillsFamiliarity with industry standards and best practices, such as ITIL, ISO 27001, uptime institute guidelines and SOC IIProject or program management experience and certification(s) (e.g. Lean, Six Sigma, Kaizen, PMI, Agile...)MSOffice applications. i.e., Excel, Outlook, Word, and PowerPointA solid understanding of financial management, budgeting, and forecastingStrong written and oral communication skillsProcess and workflow developmentExcellent problem-solving and decision-making abilities while working in ambiguous situationsAbility to develop operational standards and project tracking/management documentsUnderstanding of IT infrastructure, including servers, storage, networking, and remote handsAbility to work under pressure and manage multiple prioritiesAbility to analyze and solve problems involving several options with limited informationDemonstrated success managing customersAbility to travel as needed but expected up to 25% of the timeITIL certification is a plusBenefitsMedical, dental, vision, life, and disability insurance401(k) retirement planflexible spending and HSA accountsPaid holidaysPTOEmployee assistance programOther company benefitsA flexible, autonomous work environmentGrowth and travel opportunitiesCompany OverviewEdged is an information technology company that launches a global network of sustainable data centers and energy infrastructure. It was founded in undefined, and is headquartered in New York, New York, USA, with a workforce of 51-200 employees. Its website is https://www.edgedenergy.com.