Customer Success Manager I

Job Description Summary

HydroPoint is seeking a full-time Customer Success Manager I to help our customers (and the planet) use water as efficiently as possible.

Customer Success Managers guide our customers through the customer journey by consistently delivering value through successful outcomes. You will be working with the customer and internal teams to ensure successful onboarding, adoption, engagement, renewal and advocacy of Hydropoint’s products and services. CSMs provide training, best practice coaching, and customer outreach for HydroPoint Data Systems Performance Management, and Pilot customers.

Successful candidates will be curious, self-motivated and driven to deliver operational excellence and dedicated to best-in-class customer service. As a CSM I, you will have an ability to adapt to new systems and methods, work well with other colleagues, and are committed to consistent development and improvements that are organizationally relevant

Key Responsibilities:

• Manage post-sales activities for Key Enterprise Accounts and HydroPoint Performance Management customers through strong relationship-building, product knowledge, and proactive outreach.
• Ensure effective onboarding and drive accelerated adoption of the HydroPoint technology.
• Ensure the success of your customer by monitoring their HydroPoint technology and analyzing their key performance indicators.
• Analyze key performance indicators and leveraging the data, make recommendations to optimize their water savings and operational objectives to become a trusted advisor.
• Consistently deliver value in cadence calls, QBRs and Outcome Reporting
• Accountability for a specific book of business including renewals and expansion of existing accounts.
• Collaborate with internal teams to refine and document processes in support of HydroPoint’s customers.
• In partnership with Product Marketing, manage HydroPoint’s Beta program by recruiting testers and requesting user feedback based on survey questions.
• Respond to customer inquiries/requests and coordinate with internal teams to ensure client satisfaction and ultimately advocacy of HydroPoint and its products and services.
• Accurate logging of all customer correspondence and escalation management in Salesforce.
• Attend all meetings and actively contribute.

Required Skills & Experience:

• Bachelor’s degree and 2-5 years of relevant work experience.
• Excellent interpersonal skills, both written and verbal.
• Exceptional organizational and time management skills.
• Strong Presentation skills with all levels of customers from Executives to Field Teams
• Experience in a phone and email customer support role is a plus.
• Occasional weekend and holiday work required
• Experience with Salesforce.com (or other CRM systems), SaaS technology, software support is a plus.

Desired Characteristics:

• Team mindset and collaboration skills, but able to work autonomously
• Good Communication skills
• Strong problem solving skills
• Customer focused

HydroPoint is the leader in smart water management solutions, helping companies to maximize water savings, reduce operating costs, minimize business risks, and achieve sustainability goals. An EPA WaterSense® Partner of the Year, the company combines the latest in IoT technology, data analytics, and automation to optimize irrigation, flow management, and leak detection across an entire site. HydroPoint solutions deliver visibility and control for a broad range of commercial, government, education, and community applications. Located in the San Francisco North Bay, HydroPoint has been helping the world save, and not waste, water for more than 15 years. Our mission is to make the best and most efficient use of our world's most important resource.

HydroPoint provides a competitive compensation package including salary, 401(k) retirement plan, paid time off and holidays, and comprehensive health benefits.

HydroPoint is an Equal Opportunity Employer, committed to providing equal employment opportunities to all employees and applicants in all company facilities without regard to race, color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, childbirth, physical disability, mental and/or intellectual disability, age, military status or status as a Vietnam-era or special disabled veteran, marital status, registered domestic partner or civil union status, gender (including sex stereotyping and gender identity or expression), medical condition (including, but not limited to, cancer related or HIV/AIDS related), genetic information, or sexual orientation in accordance with applicable federal, state and local laws. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. HydroPoint participates in the E-Verify program as required by law.

Physical Demands and Work Environment (OFFICE Position)

The physical demands and work environment characteristics described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Physical Demands include constant sitting, walking, standing, simple grasping and fine manipulation with hands; frequent bending at the neck and waist; and occasional squatting, climbing, kneeling, crawling, twisting at the neck and waist, power grasping, pushing and pulling with hands, reaching above shoulder level, lifting and carrying up to 25 lbs.
• Work Environment includes exposure to or working in or around equipment and machinery including a computer keyboard and mouse.
• May require occasional travel.
• Frequency Definitions: Constant = Over 40% / Frequent = Up to 40% / Occasional = Up to 10%

Physical Demands and Work Environment (FIELD Position)

The physical demands and work environment characteristics described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Physical Demands include constant walking, standing, bending at the neck and waist, squatting, climbing, kneeling, crawling, twisting at the neck and waist, simple grasping, power grasping, and fine manipulation with hands, pushing and pulling with hands, reaching above shoulder level, and lifting and carrying up to 50 lbs.; also frequent lifting and carrying of up to 75 lbs., occasional sitting and lifting and carrying of up to 100+ lbs. Travel by air or car up to 75% of the time and will be required to drive safely for long distances.
• Work Environment includes exposure to or working in or around moving cars, trucks, forklifts, equipment and machinery including a computer keyboard and mouse; uneven ground; excessive noise; extremes in temperature, humidity, or wetness; dust, gas, fumes, or chemicals; venomous insects and animals, heights; operation of foot controls or repetitive foot movement; use of special visual or auditory protective equipment. May be required to work outdoors in an agricultural crop field, assist in putting out demonstration plots, wear respirator and other personal protection equipment.
• May require occasional travel.
• Frequency Definitions: Constant = Over 40% / Frequent = Up to 40% / Occasional = Up to 10%