Job Description
The Manager, Customer Experience leads a team responsible for guiding customers through the post-sales solar project process, ensuring high customer satisfaction, efficient operations, and continuous improvement through strategic leadership, cross-functional collaboration, and data-driven decision making.
Key Responsibilities
- Develop and implement a customer experience strategy for the post-sales solar project process.
- Oversee daily operations of the CustomerCare team, including staffing, training, and resource management.
- Manage team performance through goal setting, KPIs, and ongoing coaching.
- Improve the customer journey post-sale by reducing friction and enhancing satisfaction.
- Serve as the primary escalation point for complex customer issues and coordinate resolution.
- Collaborate with Operations, Sales, and other departments to ensure seamless communication and project progress.
- Develop and maintain SOPs to streamline customer care processes and improve efficiency.
- Monitor customer satisfaction metrics and implement strategies to improve scores and retain customers.
- Oversee inbound call routing to ensure efficient handling and quick resolution of customer inquiries.
- Analyze customer data and team performance metrics to identify trends and drive continuous improvement.
Requirements
- 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 such as Salesforce, HubSpot, etc., and smart routing technologies.
- Experience with managing customer care success metrics, including productivity, Net Promoter Score (NPS), and customer satisfaction scores.
- Ability to develop and implement strategies that balance operational efficiency with customer satisfaction.
- Strong decision-making and problem-solving abilities, with the capacity to handle escalations and customer issues effectively.
- Excellent communication skills to manage internal stakeholders and customer relationships, and collaborate cross-functionally.
- Strong organizational and project management skills to handle multiple accounts and complex customer cases, including process improvement, project tracking, and performance analysis.
- Ability to recruit, train, and manage a team of Tier 0 Customer Care Agents, establish performance goals, KPIs, and metrics, and conduct regular performance reviews and coaching.
- Develop and implement a comprehensive customer experience strategy, define and monitor KPIs related to customer satisfaction, process efficiency, and team performance.
- Oversee day-to-day operations of the CustomerCare team, ensuring seamless coordination across all project phases, resource management, and process optimization.
- Serve as the primary escalation point for complex or sensitive customer issues, ensuring timely resolution and coordination across departments.
- Develop and maintain Standard Operating Procedures (SOPs) for the Customer Care team, identifying gaps and streamlining processes.
- Monitor key metrics such as NPS and customer satisfaction, and develop strategies to improve these scores, including proactive retention strategies for at-risk customers.
- Oversee smart routing implementation for inbound calls to ensure customers are connected with appropriate specialists efficiently.
- Analyze customer data, team performance metrics, and case resolution times to identify trends and continuously improve processes, including developing reports and insights for leadership.
- Familiarity with solar energy systems, installation processes, and monitoring platforms is a plus.
- Physical ability to perform duties involving speaking, listening, standing, walking, handling objects, reaching, sitting, climbing, balancing, stooping, kneeling, crouching, crawling, and lifting objects weighing up to 40 pounds.
- Vision requirements include the ability to focus at close and long distances, distinguish colors, maintain peripheral awareness, perceive depth, and make precise focus adjustments.
Benefits & Perks
Compensation/salary range: $60,000 - $85,000 USD
Work schedule: Not specified
Work environment perks: Not specified
Additional benefits: Opportunities for professional development through team leadership, performance reviews, and coaching; involvement in process improvement and cross-functional collaboration; potential for career growth in renewable energy and technical industries
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