Customer Support Manager (f/m/d)

envelio

160

Cologne / remote from Germany, Germany

Posted on: 2023-03-03

Category: energy

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Employment type:

Full time

Experience required:

Senior

Salary

Salary not provided

About the company:

⚡ envelio - Supporting the smarter, faster evolution of your power grid.

We provide distribution grid operators with the Intelligent Grid Platform (IGP) – a software suite that brings all your grid data together to enable real-time decisions, long-term planning, and much, much more.

With real-time digital twins, automated grid assessments, and live monitoring, IGP empowers DSOs to manage increasing infrastructure complexity, renewable integration, and growing power demand.

Our applications cover the full spectrum of operations and planning:
🔹 Process thousands of connection requests in minutes, not days
🔹 Detect grid congestion risks before they cause trouble
🔹 Simulate and plan new grid areas with confidence
🔹 Evaluate the grid impact of EVs, PVs, and heat pumps before they’re built

IGP integrates seamlessly with existing systems like GIS, NIS, SCADA, MDM, EDM and others – enhancing visibility without overhauling existing workflows. And because it’s modular, grid operators can start where they need impact the most.

Trusted by grid operators across Europe and beyond – from Westnetz to Helen Electricity Network and Eversource – envelio's IGP is setting new standards in grid management and planning, facilitating a smoother transition to renewable energies.

💡 Not sure which part of IGP fits your needs? We’ll help you find it.
👉 Visit our product pages or message us directly.

🚀 Want to work with us? We're hiring – and with a 95% recommendation rate on Kununu, we're proud of the culture we've built. ⭐ Check our open positions on Kununu: https://www.kununu.com/de/envelio

The role

At envelio, we are proud to have been named as one of the hundred most innovative clean technology companies in the world. And we want to achieve even more with our shared vision of driving forward the energy transition using digital technologies. Our web application platforms already enable grid operators to digitize and automate their core processes.

Here, Customer Success describes a key element of our corporate philosophy. With our software product, we aim to create and maximize customer value. Our product - the Intelligent Grid Platform (IGP) - is a software for the digitization and automation of technical processes for distribution system operators. The department's task is to design and optimize processes that support our customers in using the software as intelligently as possible.

As part of the Customer Support team, you will assist our customers with problems and help them understand our software, collect feedback and thus contribute to the long-term satisfaction of our customers.

Your tasks and responsibilities

You professionally support our customers by answering queries and complaints via email and phone
You manage the customer requests in our ticket system
You perform initial analyses of the diverse and technical inquiries, evaluate them and continue to coordinate the process internally
You work closely together with our development and product teams to further develop our software in the interest of our customers
You actively contribute to the team's success by continuously optimizing and automating our support processes
You make valuable contributions to our quality assurance by testing new and existing features and by keeping the contents of our test concept up-to-date at all times
You support the collection of customer feedback and communicate and coordinate results to always ensure the further development of our software
You contribute to the creation of training materials, e.g. feature articles or explanatory videos

What you need to succeed

You have successfully completed your (bachelor's) degree or your training
You are passionate about digitization and you want to communicate with grid operators and learn how to use the Intelligent Grid Platform
You are a strong communicator with very good German (C2 level) and English skills, both written and spoken (other languages are a plus)
You work independently and approach problems proactively and solution-oriented
Your way of working is structured and reliable
You show good analytical skills as well as a technical understanding - the handling of Power Point and Word are no problem for you (further tools like Youtrack and programming experience are an advantage)

Why envelio

Flexible working mode within Germany: Hybrid, from home or in our lovely office in Cologne
Option for remote work from abroad (up to three months per year)
30 holidays + 3 corporate holidays
Support for your health through sports membership cooperations
Flexible use of a monthly mobility budget (e.g. Jobrad, ÖPNV)
Time and resources for individual growth
envelio pension plan
Regular company and team events