Customer Experience Success Manager

TEAM:
Customer Success
LOCATION:
Campbell, CA USA
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About Tigo

Tigo is the worldwide leader in Flex MLPE (Module Level Power Electronics) with innovative solutions that significantly enhance safety, increase energy production, and decrease operating costs of photovoltaic (PV) systems. Tigo’s TS4 platform maximizes the benefit of PV systems and provides customers with the most scalable, versatile, and reliable MLPE solution available.

Tigo was founded in Silicon Valley in 2007 to accelerate the adoption of solar energy worldwide. Tigo systems operate on 7 continents and produce gigawatt hours of reliable, clean, affordable and safe solar energy daily.

We need top-notch individuals with a passion for solving complex problems and bringing renewable energy to the masses. Members of the team enjoy rewarding salaries, excellent benefits, an uninhibited work culture, and the satisfaction of helping to reduce the world’s dependency on fossil fuels. We work hard knowing our results will impact the affordability, reliability, and safety of clean and renewable energy systems.

Job Description

A Customer Experience Success Manager is responsible for developing customer relationships that promote retention and loyalty. Their job is to work closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction. Customer success departments are relatively new and are used mainly in technical companies, specifically in software. Customer Experience Success Managers often provide technical support to customers with the goal to keep customers satisfied with the business’s products.

Responsibilities

  • Establish Customer Support Practices.
  • Responsible for creating policies and procedures that optimize the customer experience.
  • Gather feedback from their customers, study other customer success programs, and analyze customer data to identify the best practices.
  • The CSM must establish policies that the entire staff can adhere to, so all customers receive the same quality of service.
  • Provide Technical and Product Support, the CSM must know the company’s products.
  • Provide training on the products to the CSR 1 and CSR 11 employees.
  • The Customer Success Manager is not focused on making sales, rather on educating their customers on the capabilities of the Tigo Energy product line so the customers are encouraged to continue using their products.

Requirements

  • Bachelor’s degree in Computer Science or related field.
  • Exceptional interpersonal skills, communication skills, both written, and spoken word.
  • 5 yrs. of experience supervising others.
  • Conduct online training sessions to new clients and lead on boarding process to ensure success rate.
  • Help drive adoption and maintain top accounts with key stakeholders.
  • Strategize on new business and expand footprint into existing accounts.
  • Create and conduct continuous best practice webinar sessions for the CSR 1 and CSR 11 teams.
  • Develop promotional email marketing campaigns to generate awareness and retain user adoption.
  • Proficient in Microsoft Office Suite, and Salesforce. Zendesk a plus.
  • Knowledge of Customer Service Best Practices.
  • Technical aptitude and ability to learn new technology.

Apply for this job

Please fill out the information below to apply. Tigo is an an equal opportunity employer and values diversity at the company. Tigo does not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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