Customer Success Associate

Employer
Project Canary, PBC
Location
Denver, Colorado, US
Salary
Competitive
Closing date
May 30, 2022

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Sector
Academic / Research
Field
Informatics / GIS
Discipline
Energy
Salary Type
Salary
Employment Type
Full time
Job Description
Project Canary is a SaaS-based data analytics company focused on environmental performance or the E in ESG for energy and additional business sectors. We are the leaders in assessing and scoring responsible operations and provide independent, measured emission profiles, including methane, via high fidelity continuous monitoring technology that helps companies take ESG action. Formed as a Public Benefit Corporation (B-Corp rating score 107), Project Canarys Denver-based team of technologists, engineers, and seasoned industry operators have earned recognition for their uncompromising standards and high-fidelity data.

Project Canarys mission is to fight climate change and put actionable insights starting with the energy sector. We ingest data from various sources, including our own proprietary environmental sensors/hardware, to calculate carbon emissions from different facilities in real-time via SaaS. The resulting independent data can inform the procurement of offsets in real-time using microtransactions, formulate a data-driven ESG strategy that investors now demand, improve operations by identifying problem areas in minutes, and bolster customer engagement through radical supply chain transparency.

Founded in 2019, Project Canary, PBC has quickly gained recognition as a major mover in the continuous monitoring space. Here are some highlights from last year:
  • Fundraise totaling $121M, Series A of $10M in 2021 and Series B of $111M in 2022
  • Certified as a B-Corporation with a score of 107.6
  • Recognized as Best for the World (top 5% of all B-Corps) in 2 out of 5 categories
    • Governance (transparency and ethics)
    • Workers (treatment of teammates and culture)
  • Additional recognition and awards for our culture (more to come soon!)
  • eNPS score of 72 (most recent measurement in Q4 of 2021)
  • Headcount growth by 6X and growing
  • Revenue growth of 6X and growing

Project Canarys success is attributed to the motivation, skill, and teamwork of everyone. The team understands the importance of maintaining a culture where relationships are valued, feedback is crucial, and trust in each other and our products/services is paramount. If you enjoy a growth-stage environment, mission-driven work, we want to hear from you.

The Customer Success Associate position would provide technical and administrative support for the customer success team. The customer success team needs analytical and administrative support to fully develop each quarterly business review (QBRs) for all existing customers. Specifically, they will be a recipient of the monitor performance, alarm / alert threshold effectiveness, monitor uptime metrics, and other analytical criteria that will be used to communicate program effectiveness for our customers. This position would also develop return on investment and develop benchmark criteria between operators and basins to help operators understand their emissions intensities as compared to their peers.

Responsibilities:
  • Conduct data analytics and return on investment metrics for all existing customers
  • Assist in developing QBR presentations focused on the data analytics and effectiveness metrics
  • QBR support Utilize analytical data from the Operations team to communicate to customers monitor uptime, # of leaks or vents caught, volumes of gas venting avoidance, and other metrics
  • Account analysis and update bench talent for the Customer Solutions group
  • Supporting customer success and marketing with administration of Net Promoter Score (NPS) and ongoing customer satisfaction research
  • Administration of regular internal market overview and update reports regarding market size, penetration, and competitive analysis
  • Develop consistent means to collect and collate customer feedback
  • Develop return on investment metrics for all clients. Including both hard and soft costs
  • Work directly with the Product Development team to define products that could be automated for efficiency
  • Develop benchmarking strategy between clients and operating areas
  • Operate as technical liaison between product development, operations and business development to ensure continuity of customer feedback to product development and operational focus

Requirements

Education and Experience:
  • Professional experience utilizing business intelligence tools and systems to build reporting tools and inform senior organizational leaders
  • 2+ years of experience with data analytics and environmental data
  • Foundational understanding of upstream, midstream, and downstream energy markets and economics
  • Strong quantitative and analytical mindset applied to the market/ customer research domain, background in quantitative/ statistical analysis preferred
  • Previous experience utilizing Customer Resource Management (CRM) tools to effectively drive a customer success process
  • Familiar with Know Your Customer (KYC) guidelines and frameworks for evaluating and prioritizing customer growth strategies
  • Basic proficiency utilizing Geographic Information System (GIS) tools for mapping and analysis
  • Strong continuous improvement and learning mindset willing to perform new or non-established tasks
  • Proficiency in database and spreadsheet analytics and presenting this data in simple terms
  • Experience in the oil and gas industry or other heavy industry, preferred
  • Knowledge of air quality regulations, requirements, and best practices, preferred
  • Bachelors degree in management of information systems, business analytics or economics required
  • Vaccination required

Benefits
  • Full coverage of health, dental, and vision insurance (low deductibles)
  • 401K company match (no vesting period)
  • Stock options
  • Student loan assistance
  • Unlimited PTO (minimum rule of taking at least 3 weeks off in a year)
  • Company sponsored wellness days (Fall hike, ski/snowboard days and more)
  • 12 weeks of fully paid parental leave (gender neutral) including adoptions
  • Flex Choice choice between free parking, free RTD, or wellness assistance
  • Pet friendly dogs only currently
  • Salary range: $55,000 - $75,000 annual base
  • Flexible work environment - Must reside near Denver


Project Canary provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

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