Experienced Customer Experience Manager – Solar Project Support and Customer Retention

Are you a seasoned customer experience professional with a passion for delivering exceptional service and driving customer satisfaction? Do you have a proven track record of leading high-performing teams and developing strategies that balance operational efficiency with customer satisfaction? If so, we invite you to join arenaflex as an Experienced Customer Experience Manager – Solar Project Support and Customer Retention.

About arenaflex

arenaflex is a leading provider of innovative solar energy solutions, dedicated to empowering individuals and communities to take control of their energy future. Our mission is to make clean energy accessible, affordable, and sustainable for all. As a key member of our team, you will play a vital role in shaping the customer experience and driving business growth.

Job Summary

We are seeking an Experienced Customer Experience Manager to lead our Customer Care team, responsible for guiding customers through all stages of the solar project process from customer contract signing to boarding. As a key leader, you will oversee team performance, ensure proactive customer communication, and drive collaboration across departments to resolve complex issues. Your primary focus will be on building a high-performing team, managing escalations, and continuously improving customer satisfaction and retention through thoughtful, consistent engagement.

Responsibilities

As an Experienced Customer Experience Manager, you will be responsible for:

• Developing and implementing a comprehensive customer experience strategy that spans the post-sales solar project process, from contract signing to system activation.
• Defining and monitoring key performance indicators (KPIs) to measure customer satisfaction, process efficiency, and team performance.
• Identifying opportunities for continuous improvement and innovation within the customer journey.
• Overseeing the day-to-day operations of the Customer Care team, ensuring seamless coordination across all phases of the project.
• Managing team resources effectively, including staffing, training, productivity, and development.
• Implementing and optimizing customer relationship management (CRM) tools.
• Recruit, train, and manage a team of Tier 0 Customer Care Agents within Customer Care.
• Establishing performance goals, KPIs, and metrics for the team, ensuring alignment with company objectives.
• Conducting regular team meetings, performance reviews, and providing ongoing coaching to maintain high performance and team morale.
• Developing and implementing strategies to improve the customer journey post-sale, focusing on reducing friction and maximizing satisfaction.
• Overseeing bi-weekly customer updates throughout the solar installation, activation, and post-activation phase through boarding, ensuring smooth communication and expectations are managed.
• Serving as the primary escalation point for complex or sensitive customer issues, ensuring timely resolution and coordination across internal departments.
• Leveraging data and customer feedback to identify recurring issues, providing recommendations for process improvements.
• Working closely with Operations, Sales, and Customer Care teams to ensure accurate and timely updates on project milestones, system performance, and technical resolutions.
• Collaborating with Corporate Operations to communicate project statuses and address any delays or changes that impact customers.
• Facilitating seamless communication and collaboration between departments to ensure a smooth and efficient customer experience.
• Proactively identifying and addressing potential bottlenecks or roadblocks that may impact project timelines or customer satisfaction.
• Working closely with the sales team to ensure a smooth handover of customer accounts and accurate project information.
• Developing and maintaining SOPs for the Customer Care team, ensuring processes are efficient, scalable, and aligned with broader company goals.
• Identifying gaps in current processes and working to streamline handoffs between teams, improving overall efficiency in managing customer accounts.
• Monitoring key metrics such as Net Promoter Score (NPS) and customer satisfaction, developing strategies to enhance these scores.
• Proactively identifying at-risk customers and working with the team to implement retention strategies.
• Overseeing smart routing implementation for the team to ensure customers are quickly connected with the appropriate specialists for their needs.
• Ensuring inbound contacts are managed efficiently, with minimal wait times and swift issue resolution.
• Analyzing customer data, team performance metrics, and case resolution times to identify trends and continuously improve processes.
• Developing reports and insights for leadership on team performance, escalations, and customer satisfaction.

Competencies

To succeed in this role, you will need to possess the following competencies:

• Leadership Skills:

+ Proven track record of successfully managing and developing high-performing teams. + Strong decision-making and problem-solving abilities, with the capacity to handle escalations and customer issues effectively.

• Customer-Centric:

+ A deep understanding of customer service excellence, with a passion for driving customer success and satisfaction.

• Technical Knowledge:

+ Familiarity with solar energy systems, installation processes, and monitoring platforms is a plus. + Ability to work with technical teams to resolve customer issues and provide clear explanations to customers.

• Communication & Collaboration:

+ Excellent communication skills, with the ability to manage both internal stakeholders and customer relationships. + Ability to collaborate cross-functionally to address issues that impact the customer experience.

• Project Management:

+ Strong organizational and project management skills to handle multiple accounts and complex customer cases. + Experience in process improvement, project tracking, and performance analysis.

Education/Experience

To be considered for this role, you will need to have:

• Minimum of 5-7 years of experience in customer success, account management, or customer care, with at least 3 years in a leadership or managerial role.
• Experience in the renewable energy, solar, or technical industries is highly preferred.
• Proficiency in CRM tools (Salesforce, HubSpot, etc.) and smart routing technologies.
• Experience with managing customer care/success metrics, including productivity, NPS, and customer satisfaction scores.
• Ability to create and implement strategies that balance operational efficiency with customer satisfaction.

Physical Demands

The physical requirements outlined are essential for performing the core duties of this role. Regular responsibilities include speaking, listening, standing, walking, using hands for handling or feeling, and reaching with arms. Occasionally, the employee may need to sit, climb, balance, stoop, kneel, crouch, or crawl. Lifting and moving objects up to 10 pounds frequently and up to 25 pounds occasionally is required. Vision requirements include close, distance, color vision, peripheral vision, depth perception, and focus adjustment.

EEO Statement

arenaflex is an Equal Opportunity / Affirmative Action employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability, protected veteran status, or any other factor protected by applicable federal, state, or local laws. Individuals who require reasonable accommodations under the Americans with Disabilities Act in order to participate in the search process should notify the Office of Human Resources.

Compensation

The base salary for this role is $80,000-$105,000 USD, with an on-target earnings potential of $80,000-$105,000 USD.

How to Apply

If you believe you have what it takes to excel in this role, submit your application without delay. We are keen to hear from talented candidates like you. Apply To This Job Apply for this job