We’re looking for those who can help us stay sharper!

Location: US, remote

Position Summary

We seek a dynamic and skilled Customer Success & Sales Support Manager to support our advanced SaaS software solution, CORE, a comprehensive Data Twin for electric utility transmission and distribution (T&D) networks. This individual will play a vital role in assisting customers with software installations, training users, addressing support inquiries, and will deliver engaging software demonstrations and presentations to potential customers through online meetings and in person conferences and events. The successful candidate will be a critical bridge between our technical teams and end-users, ensuring customer success and satisfaction.

Key Responsibilities:

Customer Relations & Software Setup

• Guide customers through the CORE software’s installation, configuration, and integration.
• Provide technical support to resolve issues and ensure successful deployment.
• Maintain detailed documentation for customer installations, configurations, and troubleshooting.

Training & User Enablement

• Design and deliver interactive training sessions to ensure customers understand and use CORE’s capabilities effectively.
• Create training materials such as user guides, video tutorials, and FAQs tailored to diverse customer needs.

Customer Inquiries & Issue Resolution

• Respond promptly to customer queries, troubleshooting technical and operational issues.
• Collaborate with internal software and product teams to resolve complex issues and ensure continuous improvement of CORE.
• Document recurring customer issues and suggest enhancements to product development teams.

Software Demonstrations/Presentations

• Conduct engaging, interactive demonstrations of CORE to support the efforts of the Customer Development team.
• Highlight CORE’s unique features, including GIS capabilities, AI/ML analytics, and Data Twin functionality, tailored to potential customer needs.
• Develop and deliver presentations or talks at industry conferences, effectively sharing industry expertise, research findings, and company developments with a broader audience of professionals.

Process Improvement & Customer Success

• Gather and analyze customer feedback to identify trends and improve customer experience.
• Recommend and implement best practices for support workflows and customer engagement.

Required Qualifications:

• Bachelor’s degree in computer science, engineering, information technology, or a related field.
• 3+ years in customer relations, technical support, or a related role, preferably in a SaaS or software solutions environment.
• Experience working with GIS platforms, AI/ML analytics, or data visualization tools is highly desirable.
• Familiarity with SQL databases, cloud platforms (AWS, Google Cloud, Oracle OCI), and APIs.
• Knowledge of enterprise data systems and integration practices.
• Hands-on experience with sensor data (e.g., LiDAR, RGB, UV, IR) and related processing tools is a plus.
• Exceptional communication skills, with the ability to convey technical concepts to non-technical audiences.
• Strong multitasking abilities.
• Proficiency in delivering presentations and training sessions, both virtual and in-person.
• Strong presentation skills, with the ability to effectively communicate complex information to diverse audiences in a clear and engaging manner.
• Ability to travel 10-20% of your time for customer visits, conferences, networking events, or other work-related events.

Preferred Qualifications:

• Advanced knowledge in the electric utility industry, with a strong understanding of operations, regulations, and technologies across power generation, transmission, and distribution.
• Experience with workflow automation, asset management, and predictive maintenance tools.
• Background in training customers on complex software solutions in the utilities or infrastructure industries.

What We Offer:

• Competitive salary and benefits package.
• Opportunities for professional growth in a cutting-edge industry.
• Collaborative and supportive work environment.
• The opportunity to work with innovative technology driving efficiency and innovation in the utilities sector.

About CORE:

CORE is a state-of-the-art SaaS solution that provides a comprehensive digital (data) twin for electric utility transmission and distribution networks. CORE integrates GIS capabilities, AI/ML analytics, and data lake architectures to create a unified “single source of truth” for utility operations. By supporting unstructured environments typical of utility networks, CORE empowers stakeholders to optimize asset management, enhance operational efficiency, and make informed decisions.

Join us to play a pivotal role in delivering transformative solutions to the utilities sector!

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