Manager, Customer Experience

The Manager, Customer Experience leads a specialized team responsible for guiding customers through all stages of the solar project process from customer contract signing to boarding. This leader oversees team performance, ensures proactive customer communication, and drives collaboration across departments to resolve complex issues. This position focuses on building a high-performing team, managing escalations, and continuously improving customer satisfaction and retention through thoughtful, consistent engagement.

Essential Job Functions

• Strategic Leadership:
• Develop and implement a comprehensive customer experience strategy that spans the post-sales solar project process, from contract signing to system activation.
• Define and monitor key performance indicators (KPIs) to measure customer satisfaction, process efficiency, and team performance.
• Identify opportunities for continuous improvement and innovation within the customer journey.
• Operational Management:
• Oversee the day-to-day operations of the CustomerCare team, ensuring seamless coordination across all phases of the project.
• Manage team resources effectively, including staffing, training, productivity and development.
• Implement and optimize customer relationship management (CRM) tools
• Team Leadership:
• Recruit, train, and manage a team of Tier 0 Customer Care Agents within Customer Care
• Establish performance goals, KPIs, and metrics for the team, ensuring alignment with company objectives.
• Conduct regular team meetings, performance reviews, and provide ongoing coaching to maintain high performance and team morale.
• Customer Relationship Ownership:
• Develop and implement strategies to improve the customer journey post-sale, focusing on reducing friction and maximizing satisfaction.
• Oversee bi-weekly customer updates throughout the solar installation, activation, and post-activation phase through boarding, ensuring smooth communication and expectations are managed.
• Escalation Management:
• Serve as the primary escalation point for complex or sensitive customer issues, ensuring timely resolution and coordination across internal departments.
• Leverage data and customer feedback to identify recurring issues, providing recommendations for process improvements.
• Cross-Functional Collaboration:
• Work closely with Operations, Sales, and Customer Care teams to ensure accurate and timely updates on project milestones, system performance, and technical resolutions.
• Collaborate with Corporate Operations to communicate project statuses and address any delays or changes that impact customers.
• Facilitate seamless communication and collaboration between departments to ensure a smooth and efficient customer experience.
• Proactively identify and address potential bottlenecks or roadblocks that may impact project timelines or customer satisfaction.
• Work closely with the sales team to ensure a smooth handover of customer accounts and accurate project information.
• Process Improvement:
• Develop and maintain SOPs for the Customer Care  team, ensuring processes are efficient, scalable, and aligned with broader company goals.
• Identify gaps in current processes and work to streamline handoffs between teams, improving overall efficiency in managing customer accounts.
• Customer Satisfaction & Retention:
• Monitor key metrics such as Net Promoter Score (NPS) and customer satisfaction, developing strategies to enhance these scores.
• Proactively identify at-risk customers and work with the team to implement retention strategies.
• Smart Routing & Inbound Call Management:
• Oversee smart routing implementation for the team to ensure customers are quickly connected with the appropriate specialists for their needs.
• Ensure inbound contacts are managed efficiently, with minimal wait times and swift issue resolution.
• Data-Driven Decision Making:
• Analyze customer data, team performance metrics, and case resolution times to identify trends and continuously improve processes.
• Develop reports and insights for leadership on team performance, escalations, and customer satisfaction.

Education/Experience

• Minimum of 5-7 years of experience in customer success, account management, or customer care, with at least 3 years in a leadership or managerial role.
• Experience in the renewable energy, solar, or technical industries is highly preferred.
• Proficiency in CRM tools (Salesforce, HubSpot, etc.) and smart routing technologies.
• Experience with managing customer care/success metrics, including productivity, NPS and customer satisfaction scores.
• Ability to create and implement strategies that balance operational efficiency with customer satisfaction.

EEO Statement

PosiGen is an Equal Opportunity / Affirmative Action employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability, protected veteran status or any other factor protected by applicable federal, state, or local laws. Individuals who require reasonable accommodations under the Americans with Disabilities Act in order to participate in the search process should notify the Office of Human Resources.