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Customer Communications Associate

Voltus

Voltus

Marketing & Communications, Customer Service
Remote
Posted on Friday, April 5, 2024
About Voltus
Voltus represents the "potential of us" to better manage energy through simple, cost and risk-free demand response programs. Our commercial and industrial partners generate cash by allowing us to maximize the value of their operational flexibility in energy markets. We hire teammates who are bright, gritty, and good with a genuine passion for delivering a cleaner energy future and working in a fast-paced, entrepreneurial environment.
The Role
Are you interested in tackling complex challenges to build and maintain a superior customer experience (CX) for our partners? The Customer Communications Associate will intimately understand the entire customer journey and support the development and delivery of meaningful content at the right time to help customers succeed and maximize dollars earned. You will: synthesize complex information and processes into visually appealing, easy-to-understand customer-facing materials with a diverse target audience; unite internal teams to advance customer-centric initiatives that ensure a positive and consistent experience; and use engagement data and insights to drive the development of targeted content.
As the “connective tissue” of the company, it is critical that you intimately know why our customers work with Voltus, while directing resources at your disposal to fulfill our promise. You are intellectually curious, you possess excellent communication skills, you love data, you have strong project management skills with a great bedside manner and you thrive in a fast-paced, customer-centric environment.

Responsibilities

  • Develop and deliver customer communications and content
  • Build written content (emails, newsletters, guides) for customer education and preparation for periods of high Demand Response activity in coordination with other Voltus teams
  • Develop, project manage, and execute content plan with other internal stakeholders for microvideos and webinars (includes scripting and editing)
  • Build templates and other materials in support of key touchpoints along the customer lifecycleCraft and improve communications templates, processes, and documentation for efficiency and consistency of voice
  • Work closely with internal teams to maintain and socialize communications calendar
  • Data-driven insights and tools expertise
  • Analyze engagement to monitor program efficacy and derive valuable insights
  • Apply an analytical and process mindset to execute and improve customer communications
  • Develop reports and dashboards to measure customer engagement and direct impact of comms and Voltus technology, and identify opportunities for improvement
  • Serve as a key resource in overseeing the use of HubSpot as a key communications tool
  • Develop an understanding of our tech stack and data relationships, including HubSpot, Salesforce, Qualtrics XM, and our proprietary software platform, VoltApp
  • Success in the role will include:
  • Meeting or exceeding communications and content engagement targets
  • Developing and maintaining a central catalog of customer experience templates and assets
  • Creating relevant, high-quality customer-facing assets that drive engagement & performance
  • Delivering projects on timeUltimately, the performance of our partners is how we measure the success of these critical initiatives
  • Identify and implement best practices across the organization
  • The role is a great opportunity for someone who has experience in content development, design/marketing, and data analysis to drive engagement and deliver a consistent and outstanding customer experience, and who wants to apply those skills to educating, preparing, and supporting our customers. This person is a problem solver and gets excited abouttackling challenges that directly impact customers and Voltus’s bottom line. If you aremaniacally self-initiated, intelligent, and a team player who finds great satisfaction in gettingthings done, you are a great fit!

Key Requirements

  • A passion for combating the climate crisis; strongly aligned with Voltus values (Bright, Gritty, Good)
  • Degree in Business, Marketing, Communications, Energy, Environmental Sciences, or related
  • 3+ years of relevant experience in communications, content development, marketing and/or engagement analytics
  • Pushes projects and initiatives to completion, excellent follow-through, and bias for action
  • Able to innovate and try new ideas; maniacally self-initiated
  • Deep understanding of Hubspot; experience with Salesforce and Zoom
  • Excited to work for a distributed, remote-by-design organization
  • Able to report on and analyze data to generate valuable insights and recommendations
  • Excellent communication, presentation, and copy editing skills; eye for design
  • Impeccable attention to detail
  • Process-oriented mindset; demonstrated ability to develop new, more efficient ways of doing things
  • Able to thrive in a fast-paced, dynamic, entrepreneurial environment, balance competing priorities, and quickly adjust course when necessary
  • Strong cross-functional collaboration and stakeholder engagement within complex organizations
  • Desire for continuous learning and improvement
  • Demonstrated desire for continuous learning and improvement
  • Excellent video content creation and campaign/project management skills
  • Strong empathy for customers AND passion for revenue and growth
At Voltus, we are proud to be an equal opportunity employer because we recognize that a diverse organization begins with a diverse candidate pool. This means we do not tolerate discrimination of any kind and are committed to providing equal employment opportunities regardless of your gender identity, race, nationality, religion, age, sexual orientation, veteran status, disability status, or marital status.