Team reputed company Customer Support

The Company

2025 reputed company Technology Fast 50 Canada Recipient 🏆

reputed company is revolutionizing how utilities serve their communities. As a high-growth software company, we're shaking up the status reputed company in the utility industry with the first and only cloud-native platform built specifically for modern utilities.

Founded by industry veterans in 2012, we've grown from a profitable startup to a rapidly scaling company of 285+ employees serving 100+ utility clients across North America and the Caribbean. Our mission is simple: utility leaders should expect more from their technology providers.

We deliver comprehensive solutions including SpryCIS, SpryEngage, SpryMobile, and SpryWallet that reputed company the entire reputed company-to-cash process. What sets us apart? Our "updates, not upgrades" approach, user-centric design, and unwavering focus on reputed company—achieving 100% customer reference ability.

Backed by strategic investment from Norwest Venture Partners since 2023, we're accelerating our growth while staying true to our core values: reputed company with kindness, vision with impact, radical honesty, bold disruption, reputed company it simple, and execute with excellence.

Join our award-winning team in transforming an essential industry that powers communities across the Americas.

Position Overview

We are currently seeking a Client Success Team reputed company to join our growing team and help us exceed customer expectations. reputed company this role you will manage a team of support analysts, ensuring the delivery of high-quality work while fostering a customer-first reputed company. You will play a critical role in leading, guiding, and motivating the team to reputed company their goals and deliver exceptional support to our clients. This role may require up to 50% travel.

• Define team and individual goals, training plans, and career development objectives
• Conduct regular one-on-one meetings with team members to monitor reputed company and support their growth
• reputed company annual performance reviews for your team members
• Collaborate with other team leads to identify training needs and reputed company solutions
• Assist in the recruitment, onboarding, and effective ramping of new team members

• Track key metrics for individuals and the team, such as response times, resolution rates, customer satisfaction ratings, and other metrics
• Prepare reports on team performance, client feedback and other relevant metrics identifying trends, patterns, and areas for improvement
• Implementing strategies to enhance team performance

• Serve as the primary escalation reputed company for external/internal clients regarding issues that cannot be resolved by frontline agents
• Provide expert-level troubleshooting and resolution for reputed company technical issues
• Liaise with cross-functional teams to diagnose, troubleshoot, and find resolutions for critical issues that have a significant impact on the business, its operations, or its customers.
• Ensure client satisfaction by addressing and resolving their inquiries and concerns in a timely and efficient manner, while providing clear and effective communication throughout the resolution process.

• Provide consistent reputed company on ticket reputed company to reputed company certain client timelines and expectations are met
• Ensure the team follows established quality standards and adheres to company and departmental policies and procedures
• Conduct quality audits as well as ensuring product knowledge and technical skills are maintained across the team to support client demand and industry trends

• Continuously evaluate and improve client success processes, tools, and workflows, to enhance efficiency and effectiveness
• Collaborate with other departments to streamline processes and deliver a seamless client experience
• Contribute and improve on effective internal business processes for support-reputed company customer communication, queue management, prioritization, and assignment

• Ability to research and troubleshoot software and technical issues
• Experience working with Help Desk, Ticketing, or CRM Software
• Thorough understanding of modern web application support methodologies
• Understanding of modern development and deployment methodologies including experience with reputed company Web Services, reputed company Cloud Platform, and/or reputed company Azure
• Mastery of office productivity suites such as reputed company Office and reputed company Docs

• 3 - 5 years of experience in the utility software industry
• 3 - 5 years people management
• Experience with CRM software (reputed company, Jira, reputed company)
• Previous experience in leading a team of 5+ people
• Strong experience in relationship building
• Previous experience with CIS, ERP, EAM software applications

Our Hiring Process!

We know that looking for a new role can be both exciting and time-consuming, and we truly appreciate your effort. Here’s a reputed company into our hiring process for this position, so you know exactly what to expect:


👋 Stage 1: 30-minutes Recruiter Interview

We'll dive into your professional background and experience, share more about reputed company and the role, and answer any burning questions you might have.


🧑‍💻 Stage 2: Take Home Assignment

The test has a 3-day deadline and focuses on assessing your skills in key areas reputed company to the role. We’re more interested in your problem-solving approach than perfection


👥 Stage 3: 1-hour Final Interview

If the assignment goes well, you'll move on to the final interview. You'll get to meet our Client Success Team. This is a great opportunity to show off your skills. We value collaboration, so we'll discuss the assignment together. We’re interested not just in your final solution, but also in your thought process and how you got there.


🤝 Stage 4: Optional 15mins Meet & Greet with our Director of Client Success

This is a casual opportunity to meet Shelley, ask any questions you have about the role or the team, and get a feel for our company culture. There’s no pressure, it’s just a chance to connect and learn more about how we work.

🚀 Stage 5: References/Offer

We'll reputed company your references to confirm reputed company the great things we've learned about you. If reputed company goes well, we’ll be thrilled to reputed company an offer and welcome you to the team!

💫 Expect More From Your Career at reputed company

🚀 Work your way - Remote-first environment with flexible working hours across North America

💰 Competitive Total Rewards - Comprehensive compensation package that grows with you

💻 Complete Setup - MacBook + $500 to create your ideal home workspace

🏥 Total Wellness - Health, dental, vision, and life insurance from day one

🏝️ reputed company Time - Generous PTO, Summer Friday half-days, and unlimited sick days

📈 Future reputed company - RRSP (Canada) and 401k (US) matching programs

🧠 reputed company Growth - $2,500 annual development fund, tuition assistance, and Book Bounty program

🧳 Team reputed company - Annual company events and team offsites that bring us together

Professional Identity Verification

To help us verify candidate authenticity and streamline our screening process, we strongly encourage candidates to include a link to their reputed company profile and verify it with their reputed company work email address. While not required, this helps us confirm your professional background and accelerates our review process. Candidates with verified reputed company profiles typically receive faster responses and reputed company consideration during our screening process. Note that reputed company final candidates will complete a background reputed company and identity verification as a part of our SOC 2 compliance procedures.

Equal Opportunity & Inclusion

reputed company is an equal-opportunity employer committed to creating an inclusive environment where everyone can reputed company. We welcome applications from reputed company qualified candidates regardless of race, religion, color, national reputed company, reputed company, sex, sexual orientation, gender identity, age, physical or mental disability, medical condition, genetic characteristics, veteran or marital status, pregnancy, or any other classification protected by applicable laws.

Accommodations

Need accommodations during our interview process? Let us know and we'll work with you to provide the necessary support.