Cx -Customer Experience Manager

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

• Run weekly and bi-weekly status meetings with customers and internal account team members. Provides regular status reporting to customers
• Collaborate with internal departments to ensure customer issue resolution
• Represent the voice of the customer with internal teams
• Cultivate strong internal relationships to drive customer success within Redaptive
• Act as the customers main point of contact post-sale
• Complete customer stakeholder analysis and develop robust account communication plans
• 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
• 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.)
• Communicating and managing customer energy savings performance and resolving customer billing inquiries
• Drive customer advocacy in the form of reference, referrals, and case studies
• Develop strong relationships with assigned customers with the goal of being a trusted advisor and customer advocate
• Identify and help cultivate account growth and cross-sell opportunities

Job Requirements/Qualifications

• 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.
• Skilled at influential information sharing.
• Commercially minded, anticipating customer need in big picture.
• Willingness to travel up to 25 - 50%.
• Ability to break down complex structures into relevant points for a diverse set of stakeholders.
• Superb probing and listening skills to anticipate customer needs.
• Energy efficiency and/or energy analytics project development experience preferred but not required.
• High standard for self and others; Strong ambition to succeed; Driven and hard working.
• Strong quantitative analysis and quantitative and qualitative problem-solving skills.
• Excellent written and oral communication skills and strong presentation building and delivering.
• 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.
• 5-8+ years of experience in B2B account management or customer success with a strong customer-first mindset.
• Strategic relationship management and trust building.

Permanent Authorization in the US is required at this time.

The Perks!

• Flexible Spending Accounts: healthcare and dependent care
• Expected annual salary: 120k (subject to adjustment for relevant experience, skills, geo location)
• Flexible Time Away
• Monthly internet and cell phone allowance
• Immediately-vested 6% 401(k) match
• Monthly Virtual Happy Hour
• Volunteer activities
• Company-subsidized benefits: medical, dental, vision, life insurance
• Annual at-target bonus: minimum 10% of salary depending on level of role
• Equity plan participation

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.

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