Job Description:Role OverviewInitially, the Director, Customer Success and Services - Module Frames will define and establish foundational and repeatable processes, procedures, documentation and systems to support onboarding and continued management of Nextpower's module frame customers. The Director will then transition to utilizing these tools to actively manage client accounts and be the primary interface between the customer and Nextpower throughout contract management. As the business unit grows the Director's role will be expected to manage a team of direct reports to effectively manage the customer portfolio.
ResponsibilitiesSOP Establishment- Evaluate matrixed internal teams and stakeholders from Sales, Product Management, Operations, Supply Chain, Executive Leadership, Finance, IT, and Engineering to understand existing Nextpower capabilities, systems, tools and resources that can be leveraged to support advanced module frame customer delivery
- Effectively leverage existing capabilities to define and establish customer-centric processes, systems, and workflows tailored to advanced module frame customers
- Create concise and accurate documentation, presentations, or other materials to communicate newly established processes
- Own and continuously improve SOPs for ongoing project delivery, with a focus on repeatable, streamlined workstreams to manage regularly recurring purchase orders
- Establish, measure and report key performance indicators for customer care to drive behavior and performance
Customer Account Management- Act as the primary point of contact between Nextpower and customers (existing and new), ensuring world class customer satisfaction and rapid, comprehensive response and resolution of any issues
- Schedule and manage regular customer meetings, deliverables, and information requirements
- Document requested changes or evolving customer requirements and effectively communicate to internal stakeholders
- Ensure legal and financial contractual requirements are well understood by necessary stakeholders, adhered to, and deadline-driven deliverables are proactively managed
- Act as the internal customer voice and advocate for customer needs within the company
- Coordinate and drive the successful on-time delivery of all products needed from purchase order acceptance to delivery, liaising with Supply, Logistics, Finance, Quality, freight forwarders and customers
- Develop and own Project Dashboards to effectively communicate and align with customers on project status and all open action items
Team Management- Potential to manage 1 or more direct reports to effectively manage a set of customer portfolios
- Responsible for overseeing the training, success and development of direct reports
Qualifications- Minimum 7 years of Project/Program Management experience gained in either energy, construction, mining, or oil & gas
- Minimum 5 years of customer account or relationship management
- Strong project management skills and qualifications; PMP preferred
- Excellent customer service skills and talent for dealing with customer support issues
- Ferocious attention to detail, tenacious with follow-ups, and committed to leading by example with personal accountability
- Experience navigating and interfacing with a highly matrixed organization
- Excellent verbal and written communication skills
- Demonstrated leadership capabilities
- Passion for solar or renewable energy
- Knowledge of PV technology and its applications
Nextpower offers a comprehensive benefits package. We provide health care coverage, dental and vision, 401(K) participation including company matching, company paid holidays with unlimited paid time off, generous discretionary company bonuses, life and disability protection and more. Employees in certain positions may be eligible for stock compensation. All plans are in accordance with relevant plan documents. For more information on Nextpowers benefits please view our company website at www.Nextpower.com.
Pay is based on market location and may vary based on factors including experience, skills, education and other job-related reasons. The annual salary range for this position is $185,000.00-$210,000.00. (Applicable to California)
