Customer Support and Success Manager

Job Description

Job Description

About Wattch

Wattch enables observability, intelligence, and control for renewable energy systems of all types and sizes. As an emerging leader in asset monitoring and control, we serve customers in the solar, energy storage, EV charging, and hydroelectric spaces, with wide-ranging potential applications.

Our ultimate aim is to provide interoperability and connectivity for every distributed energy resource.

About the role

As a Customer Support and Success Manager at Wattch, you will serve as an integral connection point between Wattch and our customers.

You will leverage well-rounded knowledge of Wattch products to provide in-depth troubleshooting assistance to customers and partners.

You’ll be the owner of the support queue, responsible for managing ticket assignments and ensuring all customers receive timely, empathetic, and clear responses to their questions.

You’ll also work to deflect inbound tickets by improving and maintaining technical documentation and knowledge base articles.

You’ll serve as an expert consultant for helping customers with the software product as well as a translator for relaying complex technical information in easily understandable language.

Finally, you will help proactively maintain customer relationships through regular business review meetings, product training, and communication of new features and offerings, becoming the point of contact for customers on all non-project-related matters.

To be successful in this role, you should be organized, an amazing communicator, and interested in creating and scaling customer support and customer success processes.

On a given day, you may

• Provide product and account support via phone, email, and text message
• Collaborate cross-functionally to gain context for specific projects
• Maintain and improve customer-facing resources and technical documentation
• Define, manage, and improve support queue processes and tooling
• Develop and improve internal productivity tools alongside engineering
• Identify support ticket trends and work with engineering to identify root causes and solutions
• Drive product conversations based on need and problems learned during customer interactions
• Conduct regular quarterly business reviews with key customers
• Increase account penetration within current customers, introducing Wattch to new departments and users
• Introduce new features and solutions and provide training to current customers
• Monitor and report on customer health and project pipelines

You’re perfect for this role if you

• Have at least 3 years of experience in a customer support, customer success, or account management role in the B2B SaaS or energy industries
• Have experience as an admin with the tools in our tech stack (Zendesk, FullStory, Hubspot)
• Can articulate complex concepts verbally and in writing to audiences with varying levels of technical proficiency
• Enjoy solving challenging problems on the fly and then designing and building solutions to avoid those problems in the future
• Have high attention to detail, high accuracy, and a bias for action
• Are able to work well under pressure and respond to fast changing priorities and deadlines
• Have an entrepreneurial mindset and are comfortable in a flat organization
• Live in Atlanta or are interested in relocating to Atlanta

Bonus points if you

• Have experience in lightweight software development or scripting
• Have experience in enterprise relationship management
• Have knowledge of electrical principles or experience with renewable energy concepts, such as solar power and battery storage
• Believe in the potential of a distributed, renewable grid

Even if you don't feel that you meet every single requirement, we still encourage you to apply. We're eager to meet people who believe in our mission and can contribute to our team in a variety of ways.

Company Benefits

• Unlimited PTO, plus 11 paid federal holidays and office closed last week of the year
• Health Reimbursement Arrangement (QSEHRA) to cover medical expenses and insurance premiums
• Incentive Stock Options (ISO)
• Office on the Eastside Beltline in Atlanta (in office 4 days per week, work from home Wednesdays, some hybrid flexibility)
• Small, highly collaborative team with direct access to founders and tons of growth opportunities

Wattch is an equal opportunity employer. We believe that the unique contributions of all Wattchers create our success and we aim to offer an inclusive environment in service to one another, our products, and the communities we serve.

We value empathy, clarity, and sustainability and strive to make these values present in our daily interactions as well as our hiring process.

To ensure that our products and culture continue to incorporate everyone’s perspectives and experience, we don't discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.

We welcome all applications.

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