Customer Success Facilitator

ABOUT THE COMPANY

The Efficiency Sales Professional Institute, part of EEFG Inc., focuses on teaching people how to successfully advance energy initiatives. Topics include selling energy products and services, financial analysis, and ENERGY STAR Benchmarking. The training we provide is world-class and we offer a mix of in-person and online classes and follow-on support and coaching services. We don't just teach classes, we work with our students over the course of their careers to support them in being successful.

While we are a small (and rapidly growing) family-owned business, we are leaders in the sales industry. The owners have written a Wall Street Journal best-selling book and recently won an international award for "Sales Training / Educational Professional of the Year". We have an amazing reputation and excellent customer feedback on how the trainings have successfully impacted their organization, career, and personal lives. We teach around 4,000 people per year. Typical attendees are those that provide energy efficiency or renewable products and services to commercial and residential customers including engineering firms, manufacturers and distributors, utilities, program implementers, eco-entrepreneurs, etc.

Read what our customers have to say! http://sellingenergy.com/pages/testimonials

ABOUT THE POSITION

We are looking to find an amazing rock star to join the team as a Customer Success Facilitator to build upon the level of service we have been delivering and take the value we can provide to students to the next level. This newly created role will be responsible for providing best-of-class customer service support to past students to ensure that they are successful applying that they learned. You will also lead the effort to collect qualitative and quantitative metrics to determine the effectiveness of training courses, collect success stories, and identify areas we can improve either the training or support services. Lastly, you will be responsible for informing past students of new offerings and selling additional courses or other offerings as appropriate to fit their, and their organization's, needs.  

The ideal candidate will love playing a sales and service role, as both elements are critical to success in this position. We are looking for someone that is passionate and motivated, driven, resourceful, and committed. A person that believes in the work we are doing and wants to help others be successful in their careers. As a rapidly growing small business, we are also looking for someone with an entrepreneurial spirit and strong business sense. You can learn more about the company at www.sellingenergy.com and www.eefg.com .


HOURS AND BENEFITS

This position will be based out of our San Francisco office (we are open to telecommuting, but local would be our first preference). Work hours are at least 40 hours per week with overtime available. We train people all across the U.S. and Canada so you work hours may shift as needed to accommodate students from Hawaii to Maine.  

Benefits include sick and vacation time, Kaiser health insurance (fully paid by company), and 401k / profit sharing.

RESPONSIBILITIES

• Conduct email and phone surveys of past attendees
• Analyze survey data and generate oral and written reports
• Write case studies / blog articles about successful students
• Respond to in-bound support requests (email and phone)
• Provide technical support for accessing online video content
• Develop a Frequently Asked Questions document
• Proactively sell additional courses and recurring revenue products as they map to the needs of past attendees
• Additional related duties as needed

IDEAL QUALIFICATIONS
• Extensive knowledge of excel to munch and crunch data
• Impeccable writing and oral communication skills
• Ability to build strong rapport with others over the phone
• Strong attention to detail and information organization (a little OCD is great)
• Strong sales skills and ability to understand business needs -- as a benefit, you get ongoing coaching and training from Mark Jewell

To apply, please send an email to rchristenson@eefg.com with "Customer Success Facilitator - 135" in the subject line and include a resume of your experience and answer the following questions:

1. What is the greatest strength(s) you would bring to the role?
2. What part of the job most excites you?
3. What did you like most and least about your previous jobs?
4. What is your availability to start? 
5. If you are currently unemployed, what was your reason for leaving your past company?
6. What do you like to do in your free time?
7. What are the last three books you read?
8. What are your salary requirements?