Customer Experience Manager - Channel Support (New Homes)

Summary

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 highperforming 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 postsales 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 daytoday 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 postsale focusing on reducing friction and maximizing satisfaction.
• Oversee biweekly customer updates throughout the solar installation activation and postactivation 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.
• CrossFunctional 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 atrisk 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.
• DataDriven 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.

Competencies

• Leadership Skills:
• Proven track record of successfully managing and developing highperforming teams.
• Strong decisionmaking and problemsolving abilities with the capacity to handle escalations and customer issues effectively.
• CustomerCentric:
• A deep understanding of customer service excellence with a passion for driving customer success and satisfaction.
• Technical Knowledge:
• Familiarity with solar energy systems installation processes and monitoring platforms is a plus.
• Ability to work with technical teams to resolve customer issues and provide clear explanations to customers.
• Communication & Collaboration:
• Excellent communication skills with the ability to manage both internal stakeholders and customer relationships.
• Ability to collaborate crossfunctionally to address issues that impact the customer experience.
• Project Management:
• Strong organizational and project management skills to handle multiple accounts and complex customer cases.
• Experience in process improvement project tracking and performance analysis.

Education/Experience

• Minimum of 57 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.

Physical Demands

The physical requirements outlined are essential for performing the core duties of this role.

• Primary responsibilities involve regular speaking listening standing walking using hands to handle or feel objects and reaching with arms.
• Occasionally the role may require sitting climbing balancing stooping kneeling crouching or crawling. Employees must be able to frequently lift and move objects weighing up to 10 pounds and occasionally 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.

EEO Statement

PosiGen is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin ancestry marital status age physical or mental disability or status as a protected veteran. We also consider for employment qualified applicants with arrest and conviction records consistent with applicable laws. If reasonable accommodation is needed to participate in the job application interview process or onboarding please reach out to or to request an accommodation.