Customer Operations Manager

As part of a dynamic and growing team, the customer operations manager will be responsible for building and maintaining the processes required for managing SunShare’s subscribers. This position will work closely in conjunction with an insourced team of Customer Experience representatives and will be responsible for modifying and maintaining SunShare’s Salesforce-based CRM and subscriber portals as needed. The customer operations manager has the opportunity to highly influence a proprietary CRM within the Salesforce platform, and to lead both people and processes. This is a cross-functional role that will deliver a breadth of experience in an entrepreneurial business and the renewable energy sector.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Oversee processes related to subscriber management and customer experience, including sales QAQC, subscriber onboarding, and subscriber management
  • Escalation path for subscriber questions, concerns, and issues
  • Evaluate and enhance Salesforce platform to support cross-functional groups including Sales, Customer Experience, and Business Development
  • Enhance Salseforce-based subscriber portal to build out branded components and create a stronger user experience
  • Develop and maintain Salesforce-based dashboards for performance measurement across multiple functions
  • Manage insourced team of customer experience and operations representatives to drive performance

 

SPECIFIC REQUIRMENTS AND EXPERIENCE:

  • Three to five years customer management experience, with a minimum of one to two years using Salesforce
  • Experience in the renewable energy field preferred
  • Strong understanding of and experience with Salesforce development as sales and customer experience platform
  • Ability to lead both internal and external teams to drive results
  • Ability to work with multiple stakeholders and customize CRM to accomplish multiple tasks, while maintaining integrity of the systems and processes
  • Process oriented

Qualified applicants should email resume and cover letter to Human Resources at HR@mysunshare.com.

See original posting here: Customer Operations Manager Job Description 11.15.18