Customer Success Manager

Date: Aug 14, 2022

Location: Birmingham, AL, US, 35203

Company: Spire Inc.

Company Overview

At Spire, we believe energy exists to help people. To enrich their lives, grow their businesses, advance their communities. It’s a simple idea, but one that’s at the heart of our business. We’re dedicated to understanding our customers’ needs and goals to better serve them today and tomorrow. That’s why we’re always looking for driven, collaborative people to join our team. Because we believe that offering our customers the best service means bringing together the best people.

And we find the best by hiring those who share our values of safety, inclusion and integrity, and demonstrate our four essential behaviors that bring the Spire culture to life: 

  • We Collaborate: We reach across boundaries to connect with each other and deliver on our promises. We put teamwork first, knowing that our collective energy makes us stronger.
  • We Care: We create good memories by treating people how we want to be treated. We are inclusive, respectful and kind. We actively create a caring culture that feels like a handshake at the front door.
  • We Advance: We are active learners who never stop looking for ways to innovate and improve ourselves, and our company. We embrace ongoing development and process improvement with passion and tenacity.
  • We Have Perspective: We strive to gain additional perspective about Spire’s business and the ever-changing energy industry. We know that every employee plays an important role in Spire’s success, and we give our best to better understand how to help move the company forward.

By living our values and behaviors every day, we strive to create an environment where every employee feels welcome, respected and valued. 

Summary

Spire is hiring Customer Success Managers in Birmingham (AL).  As a Customer Success Manager, you help new Spire customers get started and current ones get proactive, and support our rate and limited income programs by developing strong, positive relationships with Spire. You predict which customers need assistance and quickly assess their situation. The Success Manager takes care of customers with advice or a solution on the spot, using your knowledge of current Spire programs and technology to help customers be successful in managing their accounts and paying their bills. You provide training for new customers, reaching out to help them acquire the basic skills they need to choose the right rate program, sign up and understand Spire customer service programs and get started in the online account management system. Based on your research and data, you proactively work with limited-income customers to understand their capabilities and enroll them in a payment program that will help them be successful. The entire team benefits from your commitment to providing the best care for customers. By helping Spire maintain strong relationships with customers, you are instrumental to our success. 

Duties and Responsibilities

Develop & EXpand Customer Opportunities

  • Source customer database for opportunities to educate customers on available programs
  • Proactively manage accounts (new, high value and limited-income accounts) to explain Spire’s rate programs, limited-income programs and account programs to ensure customers’ success 
  • Produce personalized program recommendations and follow up with customers
  • Confirm new customer information to enable appliance conversion and retention leads and ensure information is complete and accurate in Salesforce
  • Develop special payment arrangements to help limited-income accounts succeed in managing payments
  • Source, build and maintain relationships with additional and new partners that provide support for limited-income accounts
  • Advocate the benefits of natural gas

 

Act as Process Owner

  • Be the main point of contact for new customers during onboarding and resolve any issues during onboarding, taking ownership of customers’ success
  • Stay up to date with all of Spire's products/services and understand how to implement each
  • Successfully and seamlessly transition new accounts from the Sales team to ongoing use of the product and management of their account 
  • Onboard new accounts onto the web self-service and/or customer programs
  • Schedule and conduct new customer onboarding video calls to assist new customers in navigating Spire’s self-service channels, online account management, rate programs and customer service programs 
  • Assist with community meetings for customer feedback and conduct assistance events in coordination with Community Services, Regulatory and Corporate Communications initiatives. Gather customer feedback and incorporate into new solutions 
  • Provide technical support to customers for online account management, text service, electronic billing, etc.
  • Document, maintain, and share accurate procedure guides

 

Measure & Report

  • Maintain ongoing contact with assigned accounts, including new accounts, high value accounts and limited-income accounts
  • Monitor and measure the wellness of key account relationships
  • Obtain financial assistance, coordinate LIHEAP applications and document financial assistance obtained to help limited-income customers succeed
  • Meet goals for bad debt reduction and increase of assistance dollars obtained and applied to limited-income accounts
  • Meet goals of new customer enrollments to customer programs and self-service channels that decrease expenses and increase capacity
  • Design, deploy and make recommendations for process improvement, program or technology enhancements focused on the success of customers and provide data to support those recommendations
  • Understand customer goals and value drivers through ongoing collection and analysis of data and feedback, connecting with onboarding and retention strategies and providing input into the product/service road map
  • Present to management to show progress toward goals, challenges and recommend go forward strategies

Essential Characteristics and Competencies

  • Ability to demonstrate the core and job category competencies: customer-focused, results-driven, teamwork, communications, adaptability, initiative, problem solving and quality
  • Ability to lead by example in support of the company’s essential characteristics and values: strong ethics and integrity, dedication to a safe work environment, commitment to a diverse workforce that recognizes and respects every individual’s unique skills and perspectives

Supervisory Responsibilities

  • None

Required Education (certifications, licenses)

  • Bachelor’s degree in social work, business, marketing, communications, sales or related field is required
  • Industry designations/certifications (ACSW, DCSW, PCM, etc.) preferred

Required knowledge, skill and abilities

  • Project management, account management preferred
  • Experience effectively managing a portfolio of customers with varied needs preferred
  • An operative and organized multi-tasker, with the ability to focus when items require your undivided attention for review, as you will be tasked with managing your work schedule and goals
  • Excellent written and verbal communication skills
  • Comfortable managing difficult conversations with ease and confidence
  • Strong negotiation skills
  • High attention to detail and thorough follow-up
  • Ability to remain poised, calm and collected when dealing with internal teams and customers
  • Ability to problem solve and offer alternative solutions to internal teams when presented with a blocker
  • Collaborate with other teams to see issues through to resolution
  • Communicate professionally and effectively with customers and prospective customers to understand issues and propose solutions
  • Adaptable and enjoy being in the community, partnering with customers
  • Thrives in high pressure environment (Always evaluating strategy to produce sound resolution)
  • Goal motivated, curious, and self-driven

Physical demands, environment and schedule

  • Work is normally performed in a hybrid work-from-home/shared-office environment
  • Typically, 8 hours a day, Monday through Friday. After-hours work for account events periodically required.
  • Occasional travel to other parts of state and company.

Competencies

Posting Requirements

  • We accept online applications through our career site at jobs.spireenergy.com

 

Disclaimer:  The above statements are intended to describe the general nature of the level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. To perform this job successfully, an individual must be able to perform each duty and responsibility satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Spire Inc., and its subsidiaries are an Affirmative Action and Equal Employment Opportunity employer. 
 


Job Location: Birmingham

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