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Client Support Lead, West Coast

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Summary

The Smart Energy Water has dynamic, success-driven, team-oriented and committed environment to address world’s #1 challenge for energy sustainability and water conservation working with Energy &Utilities industry to educate, empower and engage globally everybody through #1 Energy & Water Cloud Platform.

Smart Energy Water fosters career development and provides leadership training, education, workshops, and coaching for all employees. Smart Energy Water promotes a healthy work-life balance and promotes multiple employee engagement activities. Smart Energy Water emphasizes on employee benefits from Medical, Dental, Vision to access to lots of perks such as an onsite gym. The Client Support Lead is a customer centric team member with technical skills and a managerial and leadership mindset. This role is responsible for all aspects of Client Support including, but not limited to: client outreach and management, process improvement, documentation, and account upselling. A successful Client Support Lead will proactively resolve customer-facing issues in a timely, effective, and professional manner while achieving consistently high customer and employee satisfaction scores. This client support lead will manage a large book of business and will thrive with a full accountability and go-getter attitude.

Essential Duties and Responsibilities:

  • Build, optimize, and maintain an effectiveproduct application support / operation for your account list
  • Proactively manage account relationship and engagement
  • Identify cross-selling opportunities within accounts
  • Serve as escalation point for allProduct Application Support issues
  • Ensure timely, effective, repeatable, and scalable issue resolution
  • Communication with customers/clients as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
  • Manage and monitor the overallClient Support and communication
  • Establish yourself as a trusted partner to client
  • Engage appropriate internal resources to resolve technical issues and update our customers on progress towards a resolution.
  • Provide product and process feedback for improvement to cross-functional departments

REQUIREMENTS:

  • 5+ Years of experience in Product Application Support (Mobile cloud-based Applications, Web Applications, Mobile Applications)
  • 5+ years of experience in Client Support/Management
  • Previous technical management experience
  • Previous experience working in as a service provider
  • Application, Mobility, Networking, Server and Security knowledge
  • Experience working in the cross-functional environment with sales, support, product development, implementation teams
  • Interpersonal skills: including communication, active listening and customer-care
  • Ability to multi-task and adapt to changes quickly
  • Ability to work and think smart under pressure and efficiently on multiple projects in a fast-paced environment
  • Technical awareness: ability to match resources to technical issues appropriately
  • Advanced understanding of support tools, techniques, and how technology is used to provide product support services
  • Must be motivated, detail oriented, highly organized and able to handle a variety of tasks and responsibilities in an efficient manner with a high level of quality
  • Ability to communicate clearly and effectively with clients, vendors, and peers

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