Customer Success Manager

Orion Energy Systems - Lawrence, MA

Full-time - Mid Level

Lawrence, MA

Electrical Equipment, Appliance, and Component Manufacturing

About the position

The Customer Success Manager (CSM) at Orion Energy Systems, Inc. is responsible for managing the renewal and retention of contracts for the existing customer base. This role focuses on ensuring customer satisfaction and success by proactively engaging with clients to meet their electric vehicle (EV) charging goals, addressing their inquiries, and promoting the adoption of product features. The CSM will also oversee the renewal process, negotiate contract terms, and work to create loyal customers who are willing to advocate for the company's services.

Responsibilities

• Meet goals for customer renewal, retention, and growth, ensuring long-term success and satisfaction.
• Prepare quotes for clients and negotiate prices, extension terms, and long-term contracts.
• Guide customers through the onboarding process and present the subscription process.
• Train customers to provide insight on features and benefits of the product.
• Create promoters and loyal customers who are willing to purchase additional services and act as references.
• Serve as a trusted adviser and primary escalation point for customers, addressing their needs and concerns promptly.
• Conduct monthly check-ins with primary accounts to ensure ongoing satisfaction and address any issues.
• Identify, communicate, and mitigate account risks to prevent potential issues and ensure customer value.
• Create and deliver a monthly newsletter to all digital accounts, keeping customers informed and engaged.
• Communicate opportunities for cross-sells and upsells to the sales department.
• Implement retention strategies and identify upsell opportunities.
• Prepare reports on subscription metrics and stay updated on product offerings.

Requirements

• A degree in Business Administration, Customer Service, or a related field is preferred.
• 8-10 years of sales account management and/or customer support experience.
• Proven skill in Microsoft Office (Word, Excel, Outlook) and strong written and verbal communication skills.
• Basic understanding of technology and CRM systems preferred (Salesforce).
• Previous experience in an environment that required strong organizational skills.
• Experience preparing and sending invoices, confirming billing information, and resolving billing discrepancies.