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Posted 9 months ago

OhmConnect is building a smart energy network to enable each home to unlock value from the grid. Creating meaningful efficiency out of each home, OhmConnect pays users to smooth their electricity usage to help balance the grid. We are seeking a mission-driven, growth-oriented Director of Customer Experience to help us grow and engage our community of energy savers, improve the value for each customer, and enable a clean energy economy.

Role Summary

Do you want to help speed up our transition to clean energy? OhmConnect is looking for a leader with a strong work ethic, and intense drive to make the world a better place, tackle challenging problems, and engage our community of customers.

As the Director of Customer Experience, you will take the lead on conceiving and implementing OhmConnect’s strategies that user engagement and lifetime value. The ideal candidate will have deep knowledge of how to build deep customer relationships, and increase value to customers over time.

Key responsibilities include:

  • Strategy: You will design and develop OhmConnect’s customer experience, with a focus on sustainable customer growth and long-term engagement. - - - - Direct and lead all aspects of OhmConnect’s customer experience strategy and programs.

  • Metrics: Define clear metrics framing customer experience and service success, ranging from onboarding, outbound communication, retention, and lifecycle management.

  • Execution: You will be the point person to drive customer success. This will involve internal communications and cross-departmental networking to ensure that internal stakeholders understand objectives and requirements. Build and maintain CX system to resolve customer requests in a timely and orderly fashion. Manage inbound customer communications across all customer communication channels, including Intercom, community board, and ad hoc channels.

  • CX Expert: Act as a trusted point of contact for customers by demonstrating a deep understanding of CX. Identify and coordinate the development of new resources and capabilities across internal teams to achieve Customer Experience goals. Build repeatable playbooks and scripts to enable customer success. Drive NPS and CSAT scoring across key customer touch points.

  • Enthusiasm for OhmConnect’s culture: Be a passionate participant and evangelist for our customers. Choose to have a positive impact in everything we do. Practice radical candor through direct and open collaboration. Be a self starter and strive to be a constant contributor. Always push to disrupt by using an adventurous mind.

  • Team Leader: Interpret and translate strategic roadmaps into actionable plans for customer experience team. Mentor and coach customer experience team by fostering an environment of professional development, growth, and empowerment.

Required qualifications:

  • 10+ years of customer experience success. Deep understanding of CX best practices, landscape, operations, and partners. Ability to manage outsourced vendors, operations, and process improvement.

  • Strong analytical skills, and demonstrated ability to turn detailed data analysis into useful strategic insight in order to drive customer enrollment and adoption and make appropriate recommendations to the business.

  • Results oriented with strong execution, communication, and relationship management skills. Willingness to roll up sleeves and work independently to achieve goals.

  • Experience building inbound customer support team, as well as outbound inside sales team. High comfort for navigating an undefined category and customer requirement landscape. Strong experience and proven track record of managing large inbound volume volatility.

  • High intellectual horsepower, articulate and insightful. Excellent communication skills.

  • Ability to operate in an entrepreneurial environment, to thrive at an extremely fast pace and to find creative ways to get things done.

  • Bachelor’s Degree.

Desired qualifications:

  • Knowledge of the energy space.

  • Experience working in smart home or IoT category.

  • Familiarity with working in a high-growth, technology company.

Why OhmConnect?

The world has finite resources and our environmental footprint has accelerating towards the point of no return. OhmConnect is the first service that pays you to save energy. When environmentally damaging power plants are about to turn on, our users save energy. Independent energy markets and utilities prefer to pay OhmConnect users to save energy, since it’s cleaner, cheaper, and faster than turning on another power plant. It pays to save.

Other Information

  • OhmConnect is a remote company and employees can live anywhere within a 1-business day trip from our headquarters in San Francisco. You will build a team pod structure for the customer support team, with a foundation of telephony and inbound/outbound team best practices within our remote workforce culture.

  • Outstanding benefits package, stock options, and salary commensurate with experience.

  • Equal Opportunity Employer who is committed to supporting equality and diversity in our office.

  • Value a good work-life balance. Other company perks include unlimited vacation, parental (both maternal and paternal) leave benefits.