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Redaptive Inc. is seeking a driven, energetic, and highly personable Customer Experience Manager. Reporting to the Director of Customer Experience, the Customer Experience Manager will serve as the face of Redaptive for customers post sale.
[AS1] [LT2] The Customer Experience Manager is responsible for: 1) providing an exceptional customer experience, 2) ensuring customer goal achievement, 3) project identification and referrals, 4) resolving customer issues and 5) being the voice of the customer to internal Redaptive teams.
This is an external facing role that requires working with new and existing customers as well as internally across Redaptive's CX Operations, sales, partnerships and operations, finance, and legal teams. The role will have an opportunity to contribute in a direct and visible way to Redaptive's top and bottom-line by maintaining high customer satisfaction that result in account growth and upsells.
Must be located in the Denver Metro Area or open to relocating.
Committed to Diversity, Equity, Inclusion and Belonging
Job Responsibilities
- Have core knowledge of Redaptive's products and services, including but not limited to: 1.) Commercial Products (Lighting, HVAC RTU's, Solar, etc.) 2.) Data as a Service (DaaS) 3.) Technology Products (Redaptive Energy Dashboard, etc.)
- Cultivate strong internal relationships to drive customer success within Redaptive
- Complete customer stakeholder analysis and develop robust account communication plans
- Represent the voice of the customer with internal teams
- Develop strong relationships with assigned customers with the goal of being a trusted advisor and customer advocate
- Lead Customer Business Reviews and ensure high customer satisfaction both in person and virtually: 1.) Ability to travel to business reviews in person. 2.) Excellent presentation skills. 3.) Well versed in PowerPoint and building customer facing content.
- Provide timely, relevant and insightful customer reporting
- Act as the customers main point of contact post-sale
- Collaborate with internal departments to ensure customer issue resolution
- Run weekly and bi-weekly status meetings with customers and internal account team members. Provides regular status reporting to customers
- Identify and help cultivate account growth and cross-sell opportunities
- Drive customer advocacy in the form of reference, referrals, and case studies
- Communicating and managing customer energy savings performance and resolving customer billing inquiries
Job Requirements/Qualifications
- 5-8+ years of experience in B2B account management or customer success with a strong customer-first mindset.
- Energy efficiency and/or energy analytics project development experience preferred but not required.
- Excellent written and oral communication skills and strong presentation building and delivering.
- Ability to break down complex structures into relevant points for a diverse set of stakeholders.
- Skilled at influential information sharing.
- Superb probing and listening skills to anticipate customer needs.
- Strong quantitative analysis and quantitative and qualitative problem-solving skills.
- Commercially minded, anticipating customer need in big picture.
- Strategic relationship management and trust building.
- Organized: Prioritization skills and Project management skills to drive output from multiple workstreams and various support team members as well as customer and partner with skillful follow-up.
- High standard for self and others; Strong ambition to succeed; Driven and hard working.
- Willingness to travel up to 25 - 50%.
- Have an ergonomically correct and functional work-from-home workstation set up; amenable to a hybrid of working from home and in an office setting in the Denver Metro Area, Colorado.
Permanent Authorization in the US is required at this time.
The Perks!
- Equity plan participation
- Company-subsidized benefits: medical, dental, vision, life insurance
- Flexible Spending Accounts: healthcare and dependent care
- Immediately-vested 6% 401(k) match
- Monthly internet and cell phone allowance
- Flexible Time Away
- Volunteer activities
- Expected annual salary: 120k (subject to adjustment for relevant experience, skills, geo location)
- Annual at-target bonus: minimum 10% of salary depending on level of role
- Monthly Virtual Happy Hour
About Redaptive Inc.
Redaptive is the leading Energy-as-a-Service company that enables businesses to meet largescale energy efficiency and strategic technology objectives. With over $1 billion in project lending capacity, Redaptive deploys best-in-class energy efficiency technologies across large commercial real estate portfolios through a unique, data driven shared savings model. Redaptive is backed by CarVal, ENGIE New Ventures, Linse Capital, CBRE, Evergy Ventures and CPP Investments.
Our company culture is fun, collaborative, and fast paced. We are passionate about changing the world and helping our customers to become more environmentally sustainable and profitable. We are looking for team members who are driven, passionate, and want to take on a diverse set of challenges to help grow a great company. Redaptive, Inc is an equal employment opportunity employer and all qualified applicants will receive consideration for employment.
This employer participates in E-Verify.
Please, no third-party recruiters.
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Redaptive
life insurance, flex time, 401(k)
June 28, 2023