Customer Success Specialist, Software - (InSights Platform)

Overview

We are designing the grid of the future! 

Be a part of an innovative team shaping the grid of the future through advanced energy intelligence.  For more than half a century, Electric Power Engineers (EPE) has partnered with power and energy clients across the globe, providing consulting expertise and energy intelligence software solutions for complex engineering and grid modeling challenges. As leaders in the renewables space, we are focused on building a modern, secure, and resilient grid. Our InSights Platform is a comprehensive data integration tool providing detailed views of the transmission network and generation projects.  Join us in making an impact on the communities we serve and the environment in which we live. Together we can transform the future of energy.

Responsibilities

Join us in leading the change!

As a Customer Support Specialist and Business Analyst for the InSights Platform, you will play a crucial dual role in ensuring customer success and informing the strategic direction of our product. You will be the front line for assisting our users, leveraging your technical aptitude to help them understand and utilize the platform effectively. Concurrently, you will act as a key business analyst, gathering user feedback, researching market trends and competitors, and contributing to the business cases that shape the future of InSights.

How you can make an impact:

• Serve as the primary point of contact for incoming customer support requests, performing initial triage and escalating complex issues as needed.
• Proactively conduct post-sale follow-ups and check-ins to ensure customer satisfaction and successful adoption of the InSights platform.
• Provide timely and effective technical support to InSights users, assisting with onboarding, troubleshooting issues, and guiding them on platform features.
• Track and manage support tickets throughout their lifecycle using designated tools, ensuring timely resolution and communication with customers.
• Identify opportunities to enhance customer success and proactively share best practices or relevant platform features with users.
•  Explain complex energy concepts (like grid capacity, curtailment, LMPs) presented in the platform in a clear and understandable manner to users.
• Gather, synthesize, and report on customer feedback, identifying trends, pain points, and opportunities for product improvement.
• Provide data-driven insights from customer support interactions to inform product roadmap prioritization and feature development.
• Collaborate with sales, product management, and engineering teams to ensure alignment between customer needs, market opportunities, and product development.
• Contribute to the creation of support documentation, knowledge base articles, and training materials.

Qualifications

Bring your passion, here's what’s needed:

• Bachelor's Degree in Business, Economics, Engineering, Information Systems, or a related field, OR equivalent practical experience.
• Proven experience in a customer-facing role (e.g., customer support, customer success, technical support) for a software product, preferably SaaS.
• Strong technical aptitude with the ability to quickly learn and explain complex technical concepts related to the energy industry (transmission, generation, energy markets).
• Excellent communication, interpersonal, and problem-solving skills with a strong sense of customer empathy.
• Analytical mindset with the ability to synthesize information from various sources and provide actionable insights.
• Self-starter with strong organizational skills and the ability to manage multiple tasks effectively.
• Proven ability to manage customer relationships effectively and drive user satisfaction and retention.
• Direct experience with help desk software and support ticketing systems (e.g., Zendesk, Jira Service Management, Salesforce Service Cloud).

How we support you:

• Comprehensive health and wellness benefits including medical, dental, and vision with 100% premium coverage for you.
• Generous PTO and paid holidays
• Work with industry leaders
• 401K, up to a 4% match (100% vested from day 1)
• Flexible Work including hybrid and remote possibilities based on position.

Location: This position is ideally based in Austin, TX, but remote work within the US may be considered for highly qualified candidates.

Travel:  Occasional travel may be needed (10% or less) for team meetings, client interactions, or industry events.

EPE is an equal opportunity/AA/Disability/Veteran employer. The EEO is the Law poster, and its supplement are available using the following links: EEOC is the Law Poster

If you are interested in applying for employment with EPE and need special assistance to apply for a posted position, please send an email to: applicationassistance@epeconsulting.com

Third-Party Recruiting Notification

EPE does not accept unsolicited resumes from third-party recruiters. Any unsolicited third-party resumes forwarded by recruiters to EPE via our career page or to any of our managers or employees will be considered public information, may be treated as a direct application from the person identified in the resume, and will not be eligible for placement fee payment to the agency. EPE will not pay a fee to a third-party recruiter or agency without a previously signed third-party agreement and has not coordinated their recruiting activity with the appropriate member of the Talent Acquisition team. 

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