Broomfield, Colorado, United States of America US54606142 2023-03-29 Hitachi Energy USA Inc Communications & Corporate Affairs Full time No General information: Hitachi Energy is seeking for an Account Relationship / Customer Support Specialist for its Velocity Suite product line in our Broomfield, Colorado location. This role has two key components.The customer support specialist component works directly with our clients to provide support and education on our software and tools. The Account Relationship Specialist component owns the evolution and execution of our client outreach and relationship development program. You should have a genuine interest in dynamic Energy Markets with a passion to deliver cutting-edge products along with a collaborative knack to educate teams to leverage efficient workflows. You are a motivated and passionate person who thrives on a dynamic team, building and maintaining relationships with our clients to help them derive value from our data and software products. You will drive for continual evolution and creative solutions in our approaches to support, onboarding, and education of our client base with a goal of increased user engagement. Your insightful problem-solving skills and clever collaboration will help drive technical innovation, strengthen relationships, and provide excellent user experiences. Your client focus will help ensure the growth, popularity, and longevity of the products you support.
Responsibilities: Product support: Provide exceptional and timely client support and outreach to answer in-depth software product and energy market data questions via our support phone line and email. Arm users with a deeper understanding of our product offerings. Maintain up to date and useful client inquiry and resolution documentation. Technical Troubleshooting: Act as the liaison for technical inquiries, issues, or escalations, working with a broad set of internal teams to seek the best result for the customer. Outreach and Education: Coordinate onboarding for new and existing clients. Facilitate consistent direct meetings with our user base (new and existing) to understand a day in the life product usage across multiple user profiles. Utilize strong listening skills during these conversations to continually recalibrate product/project value for that specific account. Derive most efficient workflows on the fly and teach these approaches to improve the client's efficiency in using our tools and data to make their jobs easier. Innovation/Strategy: Be an expert across our products and the markets we serve and invest time to understand market changes. Master most popular and valuable workflows within our software to support and expand client usage and satisfaction. Use client discussions and deep curiosity to devise creative ways to meet their needs with our tools. Expand our user base by strengthening the value proposition our flagship and SaaS product offerings provide to the market via education. Product Evangelism: Seek to deepen our relationship with our clients to continually hone our understanding of their key pain points keeping them accurate and relevant - establishing yourself as a trusted/strategic advisor to understand optimal workflows and collecting insights to ensure product adoption and continued value from our products. Client communication strategy: Help build documentation and rollout plans for new features, products and/or training opportunities across the client base. Understand our Users: Utilize available usage metrics to determine next steps for potential product development, client interventions, and/or trainings. Measure the impact of outreach efforts on engagement. Communicate relevant trends to stakeholders. Voice of our Customers: Use your learnings from our client base to define strengths in our value proposition and seek potential product blind spots. Synthesize all the above to educate the Product Management team and act as an accurate/current voice of our customers to ensure we are planning and building continuous client-driven improvements solutions valuable to the markets.
Your background: Bachelor's degree from four-year college or university and minimum 2 years of experience. Candidate must already have work authorization that would permit them to work for Hitachi Energy in the United States. Experience in the energy markets specifically focused on energy data and energy market planning and/or Experience with customer success strategies, technical support / helpdesk, and/or technical training roles preferred. Team player with outstanding communication, presentation, and collaboration skills who is comfortable communicating directly to clients, peers, and superiors. A technical mindset and the ability to digest complex scenarios and translate ideas back to customers in a concise way. Emotionally intelligent with ability to handle difficult situations with composure and professionalism. Knack for mastering new software quickly and teaching others. Excellent writing, organizational and time-management skills. Curious and driven learner interested in continual personal and career growth. Passionate about teaching new skills and empowering our user base. Sharp analytical, troubleshooting, and problem-solving skills. Creative and detail-oriented in all aspects. Items below are a plus: Experience with the Velocity Suite product or product uses. Experience interacting with customer relationship software (JIRA, Salesforce, etc.) Experience with or exposure to SQL, SQR, PL/SQL, Python, MySQL, T-SQL, Postgres, Geographic Information Systems (GIS) Knowledge and experience with market research and/or data management. Software testing/troubleshooting experience.