Job Description
The Manager, Customer Experience is responsible for leading a team that guides customers through the solar project process, ensuring high satisfaction and retention by managing escalations, improving communication, and collaborating across departments.
Key Responsibilities
- Develop and implement a comprehensive customer experience strategy for the post-sales solar project process.
- Define and monitor key performance indicators (KPIs) for customer satisfaction and team performance.
- Oversee day-to-day operations of the CustomerCare team and manage team resources.
- Recruit, train, and manage a team of Tier 0 Customer Care Agents.
- Develop and implement strategies to improve the customer journey post-sale.
- Serve as the primary escalation point for complex customer issues.
- Collaborate with Operations, Sales, and Customer Care teams for project updates.
- Develop and maintain standard operating procedures (SOPs) for the Customer Care team.
- Monitor customer satisfaction metrics and develop retention strategies.
- Oversee smart routing implementation for efficient inbound call management.
- Analyze customer data and team performance metrics for 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 create and implement strategies that balance operational efficiency with customer satisfaction.
Benefits & Perks
Compensation/salary range: 70,000 - 95,000 USD
Work schedule: Not specified
Work environment perks: Not specified
Any additional benefits: Not specified
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