Company Description Enerex is a leading software platform for the retail energy industry, connecting brokers, suppliers, and market participants through a unified data and workflow system. Our platform streamlines quoting, enrollment, commissions, compliance, and analytics—replacing fragmented tools and manual processes with a single, integrated solution. By centralizing how energy transactions are managed, Enerex enables faster deals, greater accuracy, and scalable growth across the energy ecosystem. Job Description As a Customer Success Analyst at Enerex, you will own the end-to-end customer experience across onboarding, issue resolution, and ongoing product adoption. This role goes beyond traditional customer support—you will act as a problem solver and systems operator, helping customers navigate complex workflows involving pricing, contracts, and transactional data. You will work directly with customers to diagnose issues, reconcile discrepancies, and ensure accurate outcomes within the platform. Success in this role requires comfort working with data, attention to detail, and the ability to independently drive issues to resolution. Key Responsibilities - Customer Onboarding - Lead new customers through onboarding, ensuring accurate setup and a smooth transition into production workflows - Validate configurations related to pricing, contracts, and system integrations - Customer Issue Resolution - Serve as the primary point of contact for customer issues, including investigating discrepancies in pricing, commissions, or transaction data - Diagnose issues by tracing data across systems (inputs, transformations, outputs) and coordinating fixes where needed - Take full ownership of issues through resolution, even in ambiguous or complex situations - Customer Training & Enablement - Deliver practical, workflow-oriented training sessions focused on real customer use cases - Help customers adopt best practices to minimize errors and improve outcomes - Documentation - Create and maintain clear, structured documentation that supports both customer education and internal troubleshooting - Cross-Functional Collaboration - Partner with product, engineering, and sales to surface recurring issues, improve workflows, and advocate for scalable solutions - Translate customer problems into actionable product feedback - Process Improvement - Identify patterns in customer issues and proactively develop solutions (playbooks, documentation, process changes) to reduce recurring problems Qualifications Required - Experience in a customer-facing role within a SaaS or software environment - Demonstrated ability to diagnose and resolve complex customer issues, particularly those involving data, system behavior, or workflows - Hands-on experience working with data, such as: - Excel (e.g., filtering, formulas, pivot tables), and/or - SQL, APIs, or similar tools used for troubleshooting - Strong problem-solving skills with the ability to break down ambiguous issues into structured steps - High level of ownership—able to drive issues to resolution without relying on constant escalation - Excellent written and verbal communication skills, especially when explaining technical concepts to non-technical users - Strong attention to detail and ability to work across multiple systems and data sources Preferred - Experience in the retail energy sector, energy brokerage, or utility-related workflows - Familiarity with systems involving pricing, contracts, billing, or commissions - Experience working with customer support platforms such as Zendesk (or similar), in combination with deeper troubleshooting responsibilities - Track record of improving processes, documentation, or customer workflows at scale Additional Information Benefits - Work from your home office - potential for occasional marketing trip - Health Insurance - premium paid 100% for employee - Paid Time Off - 3 weeks + company holidays - End of year performance based bonus - A dynamic and collaborative work environment where teamwork is key. - Opportunities for growth and professional development. - A culture that celebrates progress and success. - A chance to be part of a mission-driven company committed to simplicity, trust, and innovation. - Compensation: USD 50000 - USD 65000 - yearly

• Customer lifecycle management: • Acquisition via owned base: Leverage the country’s largest legal audience to build relationships that stimulate PQLs (Product Qualified Leads) and reduce reliance on paid media. • Re-engagement: Create recovery cadences for users who didn’t complete registration or who have become dormant. • Top-of-funnel conversion: Operate engagement flows to convert anonymous traffic into an identified, recurring user base. • Engagement and retention: Design onboarding and product adoption journeys across the portfolio to turn sporadic use into daily habits. • Revenue expansion: Execute upsell and cross-sell strategies for subscribers to increase LTV. • Leadership by influence: Act as an internal consultant to other teams (Product, Marketing, Sales), promoting CRM culture across the entire customer journey. • CRM operations: • Multichannel orchestration: Design and operationalize complex journeys integrating Email, WhatsApp, SMS and Push, eliminating communication silos and ensuring a single customer view. • Tool operation: Act as the power user of our CRM platform, ensuring correct setup of complex campaigns and automations. • Data architecture evolution: Serve as a key contributor to the foundation of our internal CDP, helping consolidate the Golden Record (360° view) of the user. • Dashboards, analysis and documentation: • Funnel visibility: Create and maintain dashboards that reflect CRM’s contribution to the pipeline and incremental ARR. • Technical documentation: Keep the event dictionary, segmentation logic and relationship flows up to date to ensure traceability and scalability.

• Own the end-to-end customer experience across onboarding, issue resolution, and ongoing product adoption • Lead new customers through onboarding, ensuring accurate setup and a smooth transition into production workflows • Serve as the primary point of contact for customer issues, including investigating discrepancies in pricing, commissions, or transaction data • Diagnose issues by tracing data across systems (inputs, transformations, outputs) and coordinating fixes where needed • Take full ownership of issues through resolution, even in ambiguous or complex situations • Deliver practical, workflow-oriented training sessions focused on real customer use cases • Help customers adopt best practices to minimize errors and improve outcomes • Create and maintain clear, structured documentation that supports both customer education and internal troubleshooting • Partner with product, engineering, and sales to surface recurring issues, improve workflows, and advocate for scalable solutions • Identify patterns in customer issues and proactively develop solutions (playbooks, documentation, process changes) to reduce recurring problems

• HYROS is looking to hire 2 onboarding analysts at our company who have a history of working in marketing-related companies. • If you have strong technical and problem-solving skills, used marketing software, or worked with any type of paid advertising this would be a great long-term fit for you with tons of growth potential. • Our company works with only large VIP clients spending hundreds of thousands/to millions per month and the way we do this best is working on a near 1 to 1 basic with each client as much as we can. • As a customer onboarding analyst, you will be receiving the client and helping them get their sales tracking set up in our system in the fastest and efficient manner possible. • If you are interested send me your resume here. When applying, please generate a short video mentioning who is your favorite superhero and the main reason behind that.