Sr. Manager, Customer Experience

July 11

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Sparkfund

The leading energy transition partner for the built environment

Energy Efficiency • Financial Technology • Energy Project Management • Energy Technology Procurement • Building System Retrofits

51 - 200

Description

• Sparkfund is hiring a Sr. Manager, Customer Experience to oversee the management and maintenance of a portfolio of our customers’ energy assets as well as develop and build relationships with new and existing customers. • This person will lead the customer support and service functions for the assigned customers, keep up-to-date documentation on ongoing support issues, and monitor and analyze performance KPIs. • The ideal candidate is an experienced customer service professional with strong value on building and maintaining enduring relationships with customers, an opportunistic eye for identifying leads for new or continued business, and strong communication skills to convert leads into opportunities. • The Customer Experience team sits within Sparkfund’s Projects Unit, which is responsible for best-in-class delivery of energy projects, the satisfaction of our customers, and creating an avenue for repeat customer business. • This is a new role within the organization and will report directly to the VP, Delivery. This role is an individual contributor role at present but can be a people management role in the near future.

Requirements

• 5-7 years of experience in relevant areas, preferably in B2B customer success or account management. • Experience generating sales leads from a portfolio of existing customers in a B2B market. • Proactive in identifying opportunities for new business opportunities as well as recommending process improvements. • Proven ability to demonstrate good judgment and composure in difficult situations. • Ability to handle multiple priorities and tasks with a keen attention to detail. • Demonstrated strong organizational, prioritization, and project management skills in a fast-paced environment. • Experience with some combination of Corrigo, Zendesk, and Salesforce. • Experience and / or comfort with remote collaboration tools and methods, including software and cloud-based information management tools such as Google Workplace and Slack.

Benefits

• Competitive compensation and stock option plans - we believe in shared ownership. • Comprehensive benefits package including medical, vision, and dental insurance as well as disability and life insurance. • Flexible vacation policy that encourages ~4 weeks of paid time off. We also observe all federal holidays. • 8 weeks gender-neutral paid leave for caregivers when they have a new addition to their families and an additional 4 weeks of paid leave for birthing parents. • A one-time, work-from-home stipend to help cover any equipment, hardware, etc. you need to set up your remote office. • A monthly allowance of $100 to help cover phone and WiFi expenses.

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