Customer Success Specialist We are seeking a skilled Customer Success Specialist to join our team. As a Customer Success Specialist, you will play a key role in driving customer satisfaction and retention. Your primary responsibility will be to manage high-touch customer accounts, ensuring successful onboarding and ongoing engagement. You will act as the main point of contact for customers, building strong relationships with top management and middle managers in customer organizations. You will have a deep understanding of Power Distribution Utilities' business processes and regulatory compliance principles. This knowledge will enable you to develop customized onboarding plans tailored to individual customer needs and create customer success plans that align with the customer's business goals. As a Customer Success Specialist, you will lead weekly and daily communication touchpoints with customers to provide updates, resolve issues, and offer strategic advice. You will also collaborate closely with the Operations team for seamless handoffs in last-phase project delivery and work with the Sales team for cooperative customer management. In addition, you will monitor customer health, proactively address challenges, and drive customer retention and growth through tailored engagement strategies. You will promote advocacy programs, webinars, and external presentations, positioning the customer as a success story for internal and external audiences. This is an exciting opportunity for a customer-focused professional to join our team and contribute to our customers' success. If you are passionate about delivering exceptional customer experiences and have a proven track record in customer-facing roles, we encourage you to apply. - Responsibilities: - Serve as the main point of contact for assigned high-touch customers, managing relationships from onboarding through ongoing engagement. - Build and maintain strong, long-term relationships with top management and middle managers in customer organizations. - Understand power maps and decision-making processes in customer organizations. - Develop and implement customized onboarding plans tailored to individual customer needs. - Create and manage customer success plans that align with the customer's business goals and desired outcomes. - Prepare both standard and custom documentation to support onboarding and ongoing engagement. - Lead weekly and daily communication touchpoints with customers to provide updates, resolve issues, and offer strategic advice. - Collaborate closely with the Operations team for seamless handoffs in last-phase project delivery. - Collaborate closely with the Sales team for cooperative customer management. - Organize quarterly business reviews (QBRs) and take part in annual SteerCo meetings to discuss performance, progress, and future goals. - Monitor customer health, proactively address challenges, and drive customer retention and growth through tailored engagement strategies. - Promote advocacy programs, webinars, and external presentations, positioning the customer as a success story for internal and external audiences. - Collaborate with product teams to provide input on the roadmap based on customer feedback and requirements. - Generate custom pricing proposals when necessary and assist in contract renewals. - Work intensively with Sales and Support teams to ensure a coordinated approach to customer management. Requirements: - Education: Bachelor's/Master's degree in Power Engineering or related field. - Experience: Proven experience in a customer-facing role within the software industry, with a focus on customer success, stakeholder management, account management, or similar functions. - Skills: Excellent communication, interpersonal, and negotiation skills; ability to thrive in a fast-paced, dynamic environment; and familiarity with customer success platforms and tools. - Languages: Professional proficiency in English and Spanish.