Lead - Customer Success - Clean Energy Firm

Customer Success Lead - Clean Energy Firm

- A leading clean energy company has engaged us to find an Customer Success Lead who will be responsible for managing customer relationships and driving exceptional customer satisfaction for this well-funded and strategically backed startup. This role will collaborate closely with the core leadership team to independently drive customer experience strategies that align with business objectives.

- A significant focus of the role will be to lead the enhancement of customer support processes and implement initiatives to improve customer satisfaction across the organisation. Thus, someone who has experience in scaling customer support operations, preferably in the automotive or logistics or EV industry, is preferred.

Please note experience with startups who have strong focus on improving customer journeys are preferred.

The role is about improving customer experience.

- This role requires someone who can work across various customer segments and industries, developing policies and processes based on best practices to drive continuous improvements in customer experience

- Someone who has worked with Contact Centers in the past but later been focussed on Customer Success may be preferred

- People keen on getting into clean energy/EV space preferred.

Key Responsibilities:

- Develop strategies to enhance customer satisfaction throughout the lifecycle.

- Oversee customer experience programs aligned with company values.

- Manage contact center operations for effective customer issue resolution.

- Implement digital tools like chatbots to scale customer service.

- Collaborate cross-functionally for prompt customer issue resolution.

- Manage command center to monitor on-ground assets and alerts.

- Oversee customer onboarding and training for effective product use.

- Maintain communication channels to update customers on product changes.

- Collect and analyze customer feedback for continuous improvement.

- Establish KPIs and ensure quality assurance in customer interaction

To fit the bill you must have:

- 10 yrs post-MBA experience

- Bachelor's in business/marketing (Master's preferred)

- CRM software familiarity

- Hands-on, strategic leadership qualities