Customer Success Coordinator

Edo is an independent company with strategic investment from McKinstry and Avista.

Decarbonizing our electricity system is foundational to reducing our collective greenhouse gas emissions. At Edo, we work every day to create an energy system that is reliable, equitable, and carbon-free.

The fundamental infrastructure and regulatory compact of our electrical grid were designed for a different time and is hindering our ability to achieve our environmental and economic goals. We cannot solve this problem at the individual building scale - it's not economically or technologically feasible. Edo will empower utilities and built environment leaders through a partnership model that unlocks rapid innovation towards the grid of the future. We must reimagine a physical and virtual grid that connects nodes of prosumers. We will develop the technology and knowledge platform necessary to achieve impact through scale.

The Opportunity with Edo

We are looking for a Customer Success Coordinator to join our growing Edo team.

Our Customer Success Coordinators are essential as they provide vertical sector ownership and support of Active Issue Management Department 24/7/365 operations. This includes the responsibility as a Primary "Help & Service Desk" coordinator for clients and stakeholders processing issue management, providing solution base options, gathering quality documentation, and timely communication. You will support the Active Issue Management leadership with ensuring & measuring operational excellence, continuous quality process improvements, and ensuring completion of special projects.

• Responsible as the vertical market client primary point of contact (VM Primary)
• Responsible for identifying and creating client process improvements and optimization.
• Responsible in vertical market onboarding
• Responsible for intake and triaging all customer inquiries through various channels (phone, email and/or Edo platforms).
• Responsible for all customer satisfaction and provide professional customer support by maintaining a positive and empathetic communication.
• Responsible for operational excellence and providing world class service as the subject matter expert.
• Responsible for meeting internal and external KPIs
• Responsible for on-call shift (rotation)
• Serve as the subject matter expert of AIM services (workflow management) workflows) and platforms (CMMS and other ancillary).
• Participate and/or lead assigned vertical market business operational meetings (MBR/QBR/ABR) & reviews.

What You Need to Succeed at Edo:

• Associate or bachelor's degree or equivalent combination of education and experience
• 4 years of experience as Help Desk Support, Customer Success Coordinator, Call Center or Business Operations using complex software systems (CMMS)
• Experience using and supporting Microsoft related technologies - Word, Excel, Outlook, Teams, SharePoint
• Experience facilitating presentations and internal training
• Strong organizational, leadership, communication skills and interpersonal skills (soft skills)
• Ability to provide high quality, accurate and consistent customer service to all stakeholders
• Ability to collect, analyze and triage issues in high pressure and deadline-oriented environments while remaining calm
• Ability to follow procedures, improve processes, problem solve complex issues and provide critical thinking
• Knowledge of mechanical, electrical, and plumbing maintenance and equipment

The pay range for this position is $20.00 - $26.00 per hour; however, base pay offered may vary depending on job-related knowledge, skills, and experience. This is a non-exempt role and will be paid hourly. A bonus may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered. Base pay information is based on market location.

Edo is an equal opportunity employer. We are committed to providing equal employment opportunities to all employees and qualified applicants without regard to sex, gender identity, sexual orientation, age, race, color, creed, marital status, national origin, disability, veteran status, genetic information or any other basis protected by law. This policy applies to all terms and conditions of employment including, but not limited to employment, advancement, assignment, and training. This commitment to Equal Employment Opportunity is made equally as a social responsibility and as an economic and business necessity.

Edo is a drug-free workplace. Employment is contingent upon successfully passing a pre-employment drug and alcohol test, complying with the requirements of the Immigration Reform and Control Act and a Confidentiality Agreement, in addition to successful outcomes of background and reference checks.

Applicants for this role will only be considered if they possess current US Work Authorization, and do not require employer-sponsored VISA support to begin or remain in this role.