Customer Success Associate

Description

Job Summary: We are seeking a Customer Success Specialist to ensure customer retention and satisfaction, identifying growth opportunities through excellence in service. Key Highlights: 1. Ensure satisfaction and retention of installed customers. 2. Identify upselling and cross-selling opportunities. 3. Resolve post-installation issues and drive continuous improvement. **About the Role** We are looking for a **Customer Success Specialist** to ensure the retention and satisfaction of Niko’s installed customer base. Handle operational customer requests and proactively identify account growth opportunities through additional services (visits, cleanings, batteries, panel expansions). The person will be responsible for post\-installation customer relationships at Niko. This role combines specialized support with proactive management of the installed base, aiming to maximize customer satisfaction, retention, and lifetime value through excellence in service and identification of commercial opportunities. **Responsibilities** **1\. 1\. Handling Escalations** * Receive and resolve tickets that the AI agent cannot handle, related to already installed and interconnected customers. * Diagnose the customer’s issue, conduct internal investigation, and provide a clear response with next steps and estimated timeline. * Escalate structurally to internal teams when necessary, with full context. * Document each case handled for traceability and continuous system improvement. **2\. Active Retention** * Monitor the health of the installed customer base using satisfaction indicators and signals. * Detect signs of dissatisfaction or churn risk and act proactively before escalation occurs. * Execute reactive communications with customers using templates defined by the Lead. * Report frequent questions, problems, and opportunities to the Lead to improve the AI and workflows. **3\. Commercial Opportunity Management** * Identify upselling and cross\-selling opportunities: additional visits, cleanings, batteries, panel expansions. * Propose consultative solutions aligned with the customer’s actual needs. * Follow up on identified opportunities until closure or dismissal. **4\. Post\-Installation Issue Resolution** * Analyze production and consumption data to explain system behavior to the customer. * Coordinate with Niko’s technical teams to resolve faults or underperformance. * Manage warranties and corrective maintenance follow-up. **5\. Feedback and Continuous Improvement** * Report AI coverage gaps to the Lead and propose new FAQs or SOPs. * Identify patterns in recurring issues across the installed base. * Propose improvements to outbound communication flows and reactive templates. * Propose new processes enabling continuous improvement of the team and the role. **Required Profile** **Education** * Bachelor’s degree in Business Administration, Engineering, Communications, Marketing, or related field. * Preferred: Knowledge or experience in the solar or energy industry. **Experience** * 2\-3 years in Customer Success, Account Management, or customer retention. * Experience managing an installed customer base in service or technology companies. * Comfort with consultative selling (identifying needs, proposing solutions). * Experience handling difficult conversations (complaints, unmet expectations). * Analytical ability to interpret production and consumption data. * Experience implementing and improving customer support processes. * Solar or energy industry \- Plus. * English \- Preferred. **Tools** * HubSpot CRM * NocoDB * Google Sheets (advanced) * Slack / Google Workspace * Solar monitoring tools — Preferred * Claude and Lovable * Claude Code, N8N \- Preferred