Customer Support Manager (USA)

Yes Energy's industry-leading electric power trading analytics software provides real-time visibility into the massive amount of data generated by the US electrical grid every day.

This, in turn, facilitates the optimal use of financial and physical capital in the energy industry-an industry that is a critical backbone of the entire economy.

We take great pride in the data management, visualization, and analysis tools we use in this industry.

Our business was founded on the principle of saying "yes" to our customers - and we excel at this. The combination of our industry-leading tools and industry-leading customer care is powerful.

As a result, our data products are growing rapidly. To support that growth, we are hiring a Senior Technical Support Representative.

Position Details

• Location : U.S.
• Full-Time
• Remote
• US Salary Range : 80,000 to 100,000

Position Summary

The Customer Support Manager is critical in ensuring that Yes Energy lives up to our brand promises : We promise prompt, friendly, and smart customer support, and are committed to collaborative partnerships with our customers.

The position serves as the most technically focused member of the Customer Support Team, answering customer questions related to technical support and application usage.

More than any other member of the Customer Support Team, the Senior Technical Customer Support Lead needs to understand how our products work "under the hood" to facilitate efficient troubleshooting and communication of issues and enhancement requests.

This position is essential in maintaining customer relationships, ensuring customer satisfaction, and helping customers optimize application usage.

It is also responsible for ensuring interactions are properly documented and communicated to stakeholders within Yes Energy.

NOTE : This position will help support our weekday Support coverage, working a schedule that includes Monday through Friday and occasional Saturday / Sunday / Holiday support, as needed.

Primary Responsibilities :

• Serves as a key member of Yes Energy's Customer Support Team, providing Tier 1 support to external customers.
• Serve as a Manager of Customer Support, which includes training and coaching support personnel to develop technical and customer service skills.
• Assist in creating internal onboarding and ongoing training programs for support staff.
• Assist in developing best practices for the team to improve customer service.
• Help customers understand optimal workflows to meet their needs.
• Serves as a technical subject matter expert on all Yes Energy products.
• Builds skills working with Yes Energy software, including our API and SQL data products.
• Develops skills in value-selling product features and customer benefits through ongoing customer support.
• Works directly with users to understand and resolve their application-related issues.
• Works closely with development staff to facilitate communication about product issues and user experience.
• Stay current on industry trends, emerging technologies, and best practices to ensure the delivery of cutting-edge technical support services.
• Clearly and thoroughly document and communicate customer feedback and trends for Product Management.
• Assists in creating and maintaining internal knowledge base documentation for the broader support team and facilitates knowledge sharing between internal subject matter experts and Tier 1 support staff.
• Generates reporting to identify and communicate product usage trends and data and application-related issues.
• Manages customer support inquiries via Client Relationship Management (CRM) through resolution within designated timeframes.
• Monitors and grooms the CRM system to ensure our customers receive the best possible experience from our support team.
• Works closely with the Yes Energy Customer Success team to communicate trends, customer risks, and opportunities.
• Manages and facilitates support scheduling and communication amongst the broader support team for known issues, new products, and features.
• Serve as Tier 2 support for more advanced technical data and product inquiries.

Minimum Qualifications :

• A minimum of five (5) years of experience in technical customer support, technical support / helpdesk, and / or technical sales roles is required.
• A minimum of five (5) years of management experience, preferably in Customer Support. Leadership skills are necessary to set a standard of excellence and guide teams through change.
• Comfortable communicating solutions to customers across various communication mechanisms, such as IM, phone, email, formal presentations, etc.
• Exceptional customer service, with the ability to digest complex technical information and translate it concisely back to customers.
• Ability to troubleshoot and resolve advanced technical support and application issues.
• Proven ability to deliver customized training based on customer needs and use cases.
• A mind for process improvement, as opposed to making do with inefficiencies.

Preferred Qualifications :

• Energy industry experience or experience in equities / commodities trading.
• Proficiency in SQL and / or Python and familiarity with APIs.
• Data analyst experience.
• Experience interacting with CRM software (Freshdesk, Jira, Salesforce, etc.).
• Experience with Yes Energy's products will set you apart from other candidates.

About Yes Energy

Overview

Yes Energy delivers real-time market data and electric power trading decision solutions. Over 1,000 market participants use Yes Energy solutions daily.

The business is a leader in all aspects of information content collection and management, developing and delivering data and market analytics solutions.

Since its inception in 2008, Yes Energy has become a trusted and respected supplier of innovative and reliable solutions focused on the needs of power market analysts, traders, and trade managers.

Yes Energy has a team of amazing professionals in Boulder, CO (HQ), Boston, MA, Chicago, IL, and Richmond, VA.

Culture

At Yes Energy, we care about saying "Yes" to customers. We like to listen, learn, and develop solutions that meet their needs.

We think of customers as business partners; when we help them succeed, we are also more successful.

Around the office, our culture is driven by some pretty fundamental values that we're proud of :

• We love innovation and solving tough challenges;
• We are "high standards people" who combine passion and pride with hard work and rewards of all kinds in an ethic that is consistent across the company;
• We're team-focused with a flat hierarchy we work in small teams on well-defined projects that directly impact the success of the business;
• We play to the strengths and experience of each person while each of us also works along a continuum of roles adjacent to our focus area.
• This presents the challenge of maintaining a broad set of skills as well as an opportunity to learn and contribute in many ways;
• We are constantly growing. Professional development happens every day and every year.

Compensation and Benefits

We offer highly competitive salaries and real bonuses that are achievable and that you can impact. Our benefits package is also very competitive, including medical insurance, a 401 (k) Plan with matching, flexible vacation, and flexible work schedules.

Yes Energy encourages and funds investment in both formal and informal professional development.

At Yes Energy, we are dedicated to building a diverse, inclusive, and authentic workplace. If you're excited about this role but your experience doesn't perfectly align with every qualification in the job description, we encourage you to apply anyway.

You may be just the right candidate for this or other roles.

Per Colorado law, the salary range provided above is Yes Energy's reasonable estimate of the base compensation for this role.

The actual amount may be higher or lower based on non-discriminatory factors such as location, experience, knowledge, skills, and abilities.

Yes Energy provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics.

In addition to federal law requirements, Yes Energy complies with applicable state and local laws governing nondiscrimination in employment in every location where the company has facilities.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.