CPower is the leading, national distributed energy resources monetization and Virtual Power Plant provider, creating the Customer-Powered Grid® that will enable a flexible, clean and dependable energy future. With ~6.7 GW of capacity at 27,000+ sites across the U.S., we unlock the full value of DERs to strengthen the grid when and where reliable, dispatchable resources are needed most.
CPower is based in Baltimore, MD., and is owned by LS Power, a development, investment and operating company focused on the power and energy infrastructure sector.We are looking for a Customer Success Analyst who will be responsible for collaborating, scheduling, and monitoring CPower customers that participate simultaneously in a wide array of programs to help maximize customer revenue with minimal impact on customer operations. A deep understanding of both the customer operations and ISO programs is essential to effectively manage customer participation.
In addition to the above, the Customer Success Analyst will need to assist and advise customers on program participation, the potential for demand response events, as well as assist in any current event which the customers may be a part of. Due to different ISO offer deadlines and the nature of events, the Customer Success Analyst will need to work with minimal oversight, exercising discretion and swift independent judgement pertaining to customer and CPower compliance with ISO rules and regulations.
This position is located at our Baltimore Office with the option of hybrid/remote work.
Essential Duties and Responsibilities
The Customer Success Analyst will be specifically responsible for, but not limited to:
- Firm understanding of customer operations and participating programs to effectively manage their participation.
- Continual review of current ISO grid conditions to advise CPower customers regarding specific market situations.
- Monitor the customer success e-mail inbox and field customer calls regarding program participation and event assistance.
- Schedule regular customer check-in meetings with the customer to discuss operations, program participation, and performance.
- Maintain a log of customer events, customer issues, and act as a customer service-oriented desk either by immediately assisting the customer or escalating to the proper internal CPower team.
- Monitor customers in real time in order to ensure compliance within the various markets.
- Coordinate and schedule offers on behalf of customers to maximize potential revenue for the customer, as well as minimize exposure in various markets.
- Develop and maintain Standard Operating Procedures and process diagrams for all regions and programs that the customers participate in.
- Assist and build any performance or ad-hoc reporting needs required by the customer.
- Handle any internal or ISO tests/audits based upon customer needs or ISO requirements.
- Responsible for the process and hand-off procedures to the Dispatch Desk during nights, weekends, and holidays providing full 24x7 customer support.
Requirements
- Bachelor's Degree in Science, Engineering, Technical or equivalent applicable experience.
- 1 – 2 years of related experience preferably in the energy industry, specifically within the demand response area.
- Ability to prioritize efficiently while multi-tasking, dealing with interruptions and working in a high paced energetic environment.
- Excellent computer skills with heavy proficiency in spreadsheet, database applications, and computer programming.
- Strong problem-solving, analytical, with the ability to think and work independently.
- Strong communication skills (written and verbal) and interpersonal relationship skills.
- Must be highly accurate, detail oriented, with high sense of urgency during dispatch periods.
- Self-Motivated, enthusiastic, and self-starting is a must in order to excel in this position.
- Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards.
- Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards.
- Must be able to lift and carry up to 50 lbs.
- Must be able to talk, listen and speak clearly on telephone
- All applicants must be able to provide documentation that they are legally eligible to work in the United States for an extended period, and will not now, or in the future, require sponsorship for employment visa status to work legally for our Company in the United States.
Benefits
Unique opportunity to work at a successful, growing company with a strong entrepreneurial spirit. We focus heavily on developing our employees and linking successes to our core values. CPower offers a great benefits package that includes medical, dental, vision, 401K, vacation, up to $10,000 per calendar year in tuition reimbursement, etc. CPower’s leadership prides itself on maintaining a rewarding culture, and always striving to offer a great team-member experience.CPower is committed to hiring and retaining a diverse workforce.
We are proud to be an Equal Opportunity Employer, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class. We believe that diversity and inclusion among our team members is critical to our success as a company, and we seek to recruit, develop, and retain the most talented people from a diverse candidate pool.
