Director, Sales & Customer Experience

Company: Nexamp Inc.
Location: Lawrence
Posted on: May 21, 2023

Job Description:

Does working for a fast paced, growing company that is making a difference in our environment excite you? Do you have a passion for making our environment better for this generation and the ones that follow? -Let's make a difference together. Join our team! -
SUMMARY
The Customer Experience & Operations department is a growing organization with a vision to continuously enhance Nexamp's customer-facing business processes. The Director, Sales & Customer Experience will lead the teams responsible for the end-to-end consumer experience, from the start of the sales process through ongoing service interactions. They will oversee the customer contact center team, inside sales, as well as a team of specialists responsible for complex account management. These teams are responsible for providing direct and indirect support to the entirety of Nexamp's community solar residential and commercial customer base.
In this role the Director will lead our service and sales contact centers. The Director will be focused on building the teams' capabilities and enhancing their processes to strengthen and streamline our operations. Managing a team of supervisors/managers, the Director will be responsible for ensuring that Nexamp consistently delivers an industry leading customer experience and achieves its annual sales goals.
The role will be focused on implementing changes that allow the team to deliver an exemplary customer experience at scale. The Director will drive internal process enhancements, identify and implement automation solutions, lower costs, and improve customer and team member NPS. The role will also be focused on developing the talent on the team and helping them to achieve success in our high-growth environment. We are looking for individuals who can enhance our team with their knowledge, skills, innovation and "can do" attitude. Candidates should be able to drive strategic change, but also not be afraid to roll up their sleeves and get to work.
RESPONSIBILITIES

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• Lead multiple teams responsible for ongoing interactions with our residential and commercial customers. This includes the Inside Sales team, which is responsible for converting inbound customer leads, and the Customer Loyalty Team, which handles all inbound contacts from customers in a contact center environment. -
  
• Meet or exceed all critical KPIs for the team, including annual sales targets, phone/email service levels, customer and team member NPS.
  
• Help the organization scale through process optimization, while continuously seeking out opportunities to create efficiencies through automation.
  
• Act as a customer advocate across each step of the value chain, ensuring that the appropriate KPIs, policies and recognition programs are in place.
  
• Coach and develop talent, focusing on ongoing professional development, and enabling Nexamp's core leadership capabilities across the team.
  
• Enhance processes to monitor the day-to-day work on the team to ensure that all team members are delivering an industry leading customer experience in each and every interaction.
  
• Understand the sales funnel and implement processes to improve funnel performance.---
  
• Partner with product & technology teams to identify the systems infrastructure (phone systems, CRM, scheduling, etc.) needed to achieve our long-term growth goals.
  
• Assist in the data governance practices concerning all customer data.
  
• Establish and maintain relationships with Nexamp's strategic business partners.
  
• Motivate and inspire employees to do their best work by creating an inclusive and innovative culture where each individual feels valued and thrives.
  
• Integrate and interpret data from diverse sources to drive decision making and provide recommendations to leadership.
  
• Communicate effectively - both verbally and in writing - across the organization.
  
• Support the development of new product offerings, working with internal teams to integrate the new products into existing business processes (or define new processes, as needed).
  
• Address ad hoc issues impacting the customer experience with speed and urgency, working with internal teams to drive positive outcomes.
  
  QUALIFICATIONS
  
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  • 5+ years of professional experience, ideally in an Operations leadership role
    
  • Prior experience working in a consumer-facing organization
    
  • Strong team leadership and delegation skills; proven ability to manage a diverse workforce operating across multiple physical locations in a hybrid work environment
    
  • Familiarity with contact center software tools (telephony, scheduling, quality assurance)
    
  • Ability to make decisions based on insights and data
    
  • Possess strong interpersonal skills, and excellent written and verbal communication skills in terms of being clear, concise, and professional with the ability to work effectively across teams.
    
  • Willing and able to adapt to a high energy, fast paced environment
    
  • Familiarity with community solar a plus
    
    If you don't meet 100% of the above qualifications, but see yourself contributing, please submit an application. - We encourage people from minority or marginalized groups to apply.
    At Nexamp, our mission is building the future of energy, so it is clean, simple, and accessible for all. We believe a diverse team brings different perspectives and experiences, thus benefiting our work. We are committed to providing a work environment free from discrimination. We are proud to be an equal opportunity employer. We do not discriminate against applicants on the basis of race, ethnicity, religion, sex, gender, sexual orientation, gender identity, disability status, veteran status, or any other basis protected by law. By encouraging a culture where ideas and decisions come from all people, we believe it will help us grow, innovate, and be a part of environmental and social change.
    PERKS & COMPENSATION
    Not only will you get to work with a group of innovative, dedicated, and motivated peers, you will also have access to all the benefits that Nexamp offers! This includes: our competitive compensation package; a 401(k) employer-match; health, dental, & vision insurance starting day one; Flexible Paid Time Off and Holiday PTO; Commuter Benefits, Cell Phone Reimbursement; as well as a hybrid work environment, headquartered in Boston, MA with a fun, collaborative, downtown office! We provide healthy snacks, coffee, yoga sessions, volunteer opportunities, company outings, and more!
    NEXAMP VALUES AND MISSION
    Building the future of energy so it is clean, simple and accessible.
    Nexamp is building the energy infrastructure of tomorrow and reinventing the way people interact with the electricity that powers their lives. By deploying a distributed network of locally sourced clean energy, we seek to reduce the negative effects of climate change. Our team's diverse experience drives innovation from the ground up and with a singular passion: to deliver an accessible and sustainable energy future for all.

Keywords: Nexamp Inc., Lawrence , Director, Sales & Customer Experience, Executive , Lawrence, Massachusetts