Electrum is seeking a special and capable Senior Solar Customer Success Manager to join our team and be a driving force in the growth of a disruptive company in the climate-tech space. This role will oversee our solar fulfillment department to support customers and installers through the solar installation experience. As a key member of the revenue team, you will be responsible for ensuring our solar customers have a positive customer experience while they install their solar system. This is an exceptional opportunity for a seasoned project manager to take their career to the next level by working with a dynamic and fast-growing company at the forefront of the renewable energy industry.
This role reports to the VP of Revenue Operations.
Responsibilities
- Lead the coordination of solar project management between Electrum’s customers and contractor network
- Manage Electrum’s solar installation network to provide a first class customer experience
- Maintain accurate and up to date profiles for Electrum’s solar contractor network
- Establish and maintain relationships with key partners to drive business growth and innovation
- Develop SOPs to meet and improve customer success KPIs
- Align and coordinate fulfillment strategy with sales and marketing teams to ensure a delightful experience throughout the customer journey
- Analyze market trends, customer needs, and competitor activity to continuously improve customer success strategies and tactics
- Meet or exceed quarterly and annual timeline and conversion targets and provide regular reports on performance and forecast
- Manage and resolve customer and installation company escalations
Qualifications
- Bachelor's degree in Operations Management, Engineering, or a related field
- 5+ years of experience in project management, with a proven track record of success in customer experience
- Experience in construction or solar project management preferred
- Strong leadership skills, with experience managing and motivating teams
- Experience managing 3rd party partners or vendors preferred
- Excellent communication, interpersonal, and negotiation skills
- Knowledge of renewable energy industry and products is preferred
- Experience working in a fast growing organization
- Adaptive mindset and the ability to work independently in a dynamic environment
- Ability to partner, collaborate and influence cross functional areas (e.g., Sales, Marketing, Business Development, Technology)
- Desire to stretch, learn and take on new tasks and responsibilities
