Associate Director, Customer Success

hace 4 semanas

Guadalajara Jal, México Rippling A tiempo completo

Radian Generation is a global provider of critical technology-forward services designed specifically to support the comprehensive lifecycle of renewable facilities—including solar, wind, and energy storage.

Who We Serve
Radian Generation’s wide range of commercial, technical, and compliance services provide developers, owners, and operators with critical insights into each aspect of their assets to make better-informed decisions.

Radian Generation is committed to supporting greater diversity in the renewable energy industry. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Role and Responsibilities

Our Associate Director, Customer Success will be responsible for building the Customer Success team, cultivating, and maintaining strong relationships within key accounts, and ensuring high levels of customer satisfaction and net revenue retention.

Responsibilities include:

  • Establish relationships with customer executives, sponsors, champions and related business units.
  • Oversee all Customer Success activities. Ensure all Customer Success training, reporting, onboarding and other Customer Success activities are regularly reviewed, completed on time, follow the process, and meet quality standards.
  • Establish and manage key performance indicators for customer retention, expansion and satisfaction.
  • Supervise a group of Customer Success Managers, setting direction and driving the team to meet goals.
  • Design and implement processes and procedures for the team to utilize across clients.
  • Define team direction. Develop, resource and manage large scope and long-term projects, making resource, scope, and delivery tradeoffs as necessary. Review work products and progress to ensure success.
  • Facilitate meetings with external stakeholders and cross-functional teams, including clients, client's partners, and other key players. Resolve issues within and across teams. Mentor team and lower-level managers on requirements and activities, communication, and collaboration. 
  • Work with Business Development team to develop contracts. 
  • Establish and assure adherence to budgets, schedules, work plans, and performance requirements. Develop compensation planning, career coaching, training, and administer company policies for the team.
  • Working with company senior management, drive cross-functional team improvement initiatives to optimize the business, and propose updates to division policies. Support development of strategic directions within the team.
Preferred Experience
  • 3+ years actively managing a software Customer Success program.
  • Familiarity with solar or renewable energy technologies.
  • Process improvement experience with Lean Six Sigma.
Required Qualification & Education
  • A passion for renewable energy and a commitment to customer service and satisfaction.
  • Excited to share what you know and to learn much more about solar.
  • Desire to support our customers and provide them a valuable experience.
  • 8+ years of experience with renewable energy software or SaaS customer success roles.
  • Excellent communications skills (verbal and written).
  • Comfortable in chat, email and video conference.
  • Strong familiarity with Excel (because many of our customers still depend on it).
  • Knowledge of renewable energy asset management and project development functions.
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