Customer Success Manager

| Chicago
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Description

BrokerX is an innovative SaaS company that is disrupting the energy industry. We are a software solution for energy brokers that automates daily workflows, empowering them with more time to sell and grow their businesses. Trust and transparency are the foundation of our business and our mission is to utilize them to transform and make a positive impact within the energy industry.

Who We Are:

Our team has deep expertise in energy, technology, business optimization, and entrepreneurship. We are resilient, determined, risk-takers, and visionaries. We are passionate about building scalable software-as-a-service platforms, empowering businesses to embrace new business models in the age of digital disruption.

What You’ll Do:

BrokerX is looking for a Customer Success Manager who is passionate, enjoys the fast-paced environment of a growing start-up, and is a quick learner. The Account Manager will work hand in hand with the Sales team to solve market problems. This person will be responsible for accurate pricing for retail gas and electricity clients and provide platform support. While working within the team, they must have a high degree of accountability and responsibility for strategic data review to provide recommendations for the products that would be the best fit for the customer. The Account Manager will start out learning the basic fundamentals of the US energy market, while gradually becoming a master of their craft to assist the data and engineering teams with prioritization of product road map.

Specific Functions:

  • Monitor current market conditions to seek opportunities to maximize margins and minimize retail risk.
  • Daily monitoring of electricity and natural gas markets.
  • Perform daily transaction costing of retail gas and electricity products.
  • Analyze forward pricing curves.
  • Request pricing from energy suppliers.
  • Assist with post-sales customer support.
  • Review booking confirmations with executed contracts.
  • Assist in preparing, presenting, and reporting on findings, observations, and recommendations.
  • Provide recommendations on the best product for clients.
  • Assist with testing new releases of our platform and provide ongoing feedback to the engineering team.
  • Review, research and take action in response to customer inquiries. Report issue resolution in the ticket management system and respond to customers via email.

Requirements

  • 2-4 years of experience preferably working within a SaaS Organization in a customer success role.
  • High attention to detail and expert project management skills.
  • Analytical and creative thinker; able to provide best practices to customers.
  • Adept at problem-solving and answering technical and non-technical questions.
  • Strong presentation/demonstration skills, effectively work directly with customers and internal teams.
  • Self-driven by customer experience.
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • PythonLanguages
    • RubyLanguages
    • Google AnalyticsAnalytics
    • ConfluenceManagement
    • JIRAManagement
    • HubSpotCRM
    • IntercomCRM
    • SalesforceCRM

Location

27 N. Wacker Dr. Suite 560, Chicago, IL 60606

An Insider's view of BrokerX

What’s the vibe like in the office?

We have a very open office with tons of "energy" since we have a lot of exciting products and team goals for this first quarter and 2021. Our team has a wide array of backgrounds, but the main overlapping characteristics are entrepreneurial, gritty, curious, fun and team players. We all collaborate often to share findings and ideas.

Matt

VP of Sales

What's the biggest problem your team is solving?

The biggest problem our team is solving is establishing trust and transparency in an industry that has historically suffered from lack of regulatory oversight, standardization, and has been afflicted with bait and switch schemes. We're solving this by innovating, administering critical oversight, aligning stakeholders, and empowering consumers.

Lindsay

VP of Marketing

What are some things you learned at the company?

Being new to an industry creates an adaptable mindset that fast-tracks learning. I have learned about accounting, sales, support, and so much more. Here, there is care and guidance for each department you want to learn more about. My role is not limited to one thing; if there is help needed in another department, we jump in to help out our team.

Clinton

Head of Pricing

What is your vision for the company?

The energy industry is a volatile market, which is very deprived of regulatory oversight, standardization, and afflicted with bait and switch schemes. Our mission is to establish trust and transparency by uniting utilities, suppliers, brokers, agents, and consumers through data.

Brett

CEO

What are BrokerX Perks + Benefits

BrokerX Benefits Overview

BrokerX provides unlimited PTO, health insurance, dental benefits, vision benefits, 401k, employee equity, a flexible work schedule, and commuter benefits.

Culture
Friends outside of work
Eat lunch together
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Flexible Work Schedule
Remote Work Program
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Stocked Kitchen
Some Meals Provided
Happy Hours
Professional Development Benefits
Lunch and learns
Cross functional training encouraged
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