ACLARA Customer Advocate Salary in the United States

We have a future to create. So join Aclara, as we harness science and engineering to make a difference. We’re at the intersection of communications, data technology, energy, and national resource engineering.

Our 800 energy and utility customers across the globe ask us to solve complex challenges from making the power grid smarter, to delivering clear water, to empowering their customers to conserve energy. We’re a hardware, software and network engineering company building new solutions to hard problems. We’re big data gurus and in-the-field problem solvers.

Sound like your kind of challenge? Then join us.

We offer competitive benefits such as medical, dental, and vision care, flex spending, 401k, tuition reimbursement, vacation, holiday & personal time, and we are committed to diversity and to our veterans.

The Customer Advocate will guide Customers on their journey of achieving solutions and realizing success with Aclara. A successful Customer Advocate understands Aclara’s people, products and processes and leverages these relationships and knowledge to effectively engage with Customers and ensure that we deliver on our commitments. The Customer Advocate exhibits empathy and accountability in their communications and promotes internal awareness of Customer issues arising from these interactions. They thoroughly and accurately document issues, provide prompt assistance and immediate suggestions for resolution whenever possible and own and follow through on all issues to completion.

Essential Functions:

• Acquire and maintain general knowledge of all Aclara product offerings to quickly understand Customer needs.
• Provide support to Aclara Customers on incoming phone calls and e-mail requests in an expedited fashion; generate tickets in Aclara’s case management system for these requests.
• Ensure compliance in meeting Aclara’s maintenance agreements through timely response and issue resolution.
• Keep detailed notes and track customer issues through Customer Relationship Management (CRM) system.
• Triage open tickets and escalate issues to the appropriate support personnel to provide prompt issue resolution.
• Take ownership of Customer issues and provide consistent updates and communication to Customers through resolution.
• Lead efforts to identify and target concerns and inefficiencies to improve the quality and effectiveness of Aclara’s Customer interactions.

Additional Responsibilities:

• Share knowledge with the team on new and innovative processes or resolutions to improve support and customer satisfaction.
• Monitor Customer Portal discussion threads and assist customers as needed.

Required:

• Associate’s Degree in a technical field or related discipline.
• In lieu of an Associate’s degree, at least seven (7) years of experience will be considered, specifically in customer delivery, account management or in a relationship management role.
• Minimum of 3 years of experience in a customer delivery, account management, or in a relationship management role.
• Proven track record in the successful delivery of projects for external customers.
• Ability to operate under deadlines and large workloads.
• Extremely responsive and able to communicate effectively with all levels of the internal and client organizations.
• Demonstrated track record of excellent relationship building, relationship maintenance, and team-building skills; must work well with cross-functional teams; comfortable as team lead or member.
• Experience generating customer deliverables/documentation, collecting and analyzing data, presenting results, and making recommendations.
• Exceptional written and verbal communication skills.

Preferred:

• Bachelor’s Degree in business, related field or equivalent technical account management experience.
• Utility/energy industry experience, particularly related to energy management, customer service, CIS/CRM, AMI, MDM, and/or demand-response.
• 1-2 years’ experience with Professional Services administration including contracts, change orders, scope, functional requirements, and prioritization.
• Exposure to HTML, XML, Web Services, SaaS applications or other Internet technologies.
• Experience working with electric, water, or gas utilities.

Physical Demand:

• Frequent Sitting.