Customer Success Representative

Customer Engagement & Proactive Outreach
o Act as a primary liaison for customers, addressing inquiries and providing timely updates
on project milestones.
o Proactively reach out to customers to anticipate needs, resolve issues, and gather feedback
to drive continuous improvement.
o Deliver high-quality customer service, ensuring that all customer interactions reflect Dual
Fuel’s commitment to excellence.
• Project Coordination & Documentation
o Maintain project documentation, including schedules, updates, and closeout reports,
ensuring all stakeholders have up-to-date information.
o Manage customer billing process, including invoice generation.
o Coordinate with internal teams to track project progress, manage timelines, and
communicate any changes or delays effectively.
o Oversee logistics and administrative tasks, such as scheduling installations or site visits in
collaboration with project managers.
• Training & Onboarding
o Organize and facilitate customer onboarding sessions, introducing them to our platform’s
features, best practices, and support channels.
o Develop and update training materials to ensure customers and internal teams are wellprepared to use our tools effectively.
o Conduct follow-up sessions to confirm customers are fully equipped to optimize their
systems.
• Incentive Program Management
o Prepare and submit documentation for local and state incentive programs
o Track and follow up on rebate approvals, ensuring timely payments and accurate
documentation.
• Cross-Functional Collaboration
o Partner with sales, engineering, and operations teams to gather requirements, resolve
issues, and ensure customer expectations are met.
Dual Fuel Company
www.DualFuelCorp.com | (347) 669-2427
32 Cortlandt St, Mt Vernon, NY 10550
o Facilitate clear communication between departments to streamline processes and maintain
alignment on project goals.
o Provide customer feedback and insights to help shape product enhancements and identify
new opportunities.