We offer a rewarding environment for professional development and success and we are looking for skilled and innovative individuals to help us shape the future.
Smart Energy Water has a dynamic, success-driven, team-oriented, and committed environment to address the world's #1 challenge for energy sustainability and water conservation by working with the Energy & Utilities industry to educate, empower, and engage globally through our #1 Energy & Water Cloud Platform.
Smart Energy Water fosters career development and provides leadership training, education, workshops, and coaching for all employees. We promote a healthy work-life balance and support multiple employee engagement activities. Our employee benefits include Medical, Dental, Vision, and access to perks such as an onsite gym.
The Client Support Lead is a customer-centric team member with technical skills and a managerial 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 lead will manage a large book of business and will thrive with full accountability and a go-getter attitude.
PRIMARY RESPONSIBILITIES Build, optimize, and maintain an effective product application support operation for your account list.
Proactively manage account relationships and engagement.
Identify cross-selling opportunities within accounts.
Serve as escalation point for all Product Application Support issues.
Ensure timely, effective, repeatable, and scalable issue resolution.
Communicate with customers/clients as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.
Manage and monitor overall Client Support and communication.
Establish yourself as a trusted partner to clients.
Engage appropriate internal resources to resolve technical issues and update our customers on progress towards resolution.
Provide product and process feedback for improvement to cross-functional departments.
BUSINESS SKILLS REQUIRED 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 as a service provider.
Application, Mobility, Networking, Server, and Security knowledge.
Experience working in a cross-functional environment with sales, support, product development, and implementation teams.
Interpersonal skills: including communication, active listening, and customer care.
Ability to multi-task and adapt to changes quickly.
Ability to work 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 efficiently with a high level of quality.
Ability to communicate clearly and effectively with clients, vendors, and peers.
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