Vice President, Customer Experience

Solstice Cambridge , MA 02138

Posted 2 weeks ago

Title:VP, Customer Experience

Term: Full-time

Location:
Remote, within the U.S.

Overview:

Solstice is an award-winning clean energy company working to put affordable renewable energy in the hands of every household, including low-income populations and communities of color. The clean energy revolution is happening now; Solstice is working to ensure this transition is equitable and widespread by making it simpler and more affordable than ever for homeowners, businesses, and even renters to go solar.

With surging demand for renewable energy, Solstice is poised for significant scale. In light of this scale, we are seeking a high-performing, self-starting VP of Customer Experience to serve as one of the organizations key executives and lead our customer-facing teams (Customer Success and Asset Management) into this next phase of growth. In this role, you will work directly with the founders and managers and own the delivery of the ongoing customer experience for both our end-users, which include consumers and small businesses, and our solar developer partners, whose community solar projects we manage. You are a seasoned startup executive, with experience building long term value for customers (consumers and businesses alike), continually improving the customer experience, and keeping clients happy.

Responsibilities will include:

  • Oversee and manage customer-facing teams: Customer Success, which interfaces with our end user customers, and Asset Management, which interfaces with utilities and solar developers and oversees the administrative aspects of community solar customer management
  • Ensure Customer Success and Asset Management teams are coordinated with respect to communication of project and utility timelines with end-user customers; develop processes between teams to ensure seamless communication for the benefit of all our customers
  • Coordinate with Revenue teams (Sales/Marketing/BD) around new project launches and transitions from customer acquisition to customer management
  • Create accountability across customer-facing teams by developing appropriate metrics and coordinating compensation and promotions with these metrics
  • Develop strategy around enhancing lifetime value of our customers for existing community solar business and planned expansion into new product offerings

Requirements

Qualifications:

  • 5-10 years of experience in diversified leadership roles, having led customer experience or customer success teams in the past, ideally at fast-growing startups (Series A/B/C)
  • Strong process and structure mindset to keep teams tightly coordinated and steering in the same direction; highly organized, detail oriented, and data-driven
  • Significant general management and P&L experience
  • Excitement to design and implement structures/processes that will enable our business to achieve new levels of scale and continuously improve
  • Leadership ability to organize and empower diverse teams to row in the same direction
  • Self-starter, with the ability to execute and implement change
  • Demonstrated maturity, with ability to balance risk-taking with good judgment
  • Ability to establish and maintain excellent relationships and credibility quickly
  • Ability to create a team atmosphere with internal staff while achieving key objectives
  • Outstanding written and verbal communication and people skills; comfort with speaking to a range of people, from the internal team to the board to large scale corporate client prospects
  • Proficiency with project management tools such as Trello, Asana, etc. as well as MS Office/Google suite
  • Proficiency with customer-facing tools such as Salesforce, HubSpot, ZenDesk, etc.
  • Passion for clean energy and energy equity; experience in the clean energy or energy industry a plus

Benefits

As VP, Customer Experience, you will gain:

  • Leadership experience and significant responsibility at an award-winning company in the climate/cleantech industry, one of the fastest growing segments of the US economy
  • Ability to shape and positively affect the companys growth trajectory and impact and delivery of the customer experience
  • A deep understanding of the solar and renewable energy space, particularly the rapidly growing community solar industry
  • Knowledge that you are positively contributing to environmental and social impact every day in your work: getting clean energy savings to households, deploying more solar projects in the world, and working to create a more just and equitable energy industry

In addition, every Solstice Power Technologies employee enjoys:

  • Competitive salary, dental coverage, and inclusive healthcare, including expense reimbursement for out-of-state reproductive care
  • 401k with matching
  • Leadership development annual stipend
  • Gender-neutral paid parental leave policy
  • Five weeks of PTO a year, including when we close the office for ~1.5 weeks in late December each year
  • Flexible personal time to allow employees to run errands and go to doctors appointments without taking PTO
  • Ability to work remotely from within the United States
  • A team of passionate, collaborative, dedicated, and empathetic employees


About Solstice:
Climate change mitigation requires massive clean energy expansion, yet 77 percent of American households cannot install rooftop solar power due to rented housing, the structure of their rooftop, the upfront cost, or access to financing. Solstice connects households and community organizations to community solarshared solar farms that are installed in a centralized location where local residents can enroll in a portion for free, without any home installations, and enjoy guaranteed savings on their monthly utility bill.

One of the only companies in the solar industry co-founded and led by women of color, Solstice has generated demand for nearly 139MW of clean energy across 43 community renewable projects in multiple states, with the total clean energy capacity from enrolled households, small businesses, and nonprofits representing the environmental equivalent of not burning 62 million pounds of coal. In addition, Solstices software manages the end-to-end customer experience for the life of the 20-year renewable energy project on behalf of developers and financiers, from customer enrollment to billing/crediting to ongoing customer engagement.

Solstice was founded to advance equity and inclusion in America. We are committed to living those values, not just in the work we do to promote environmental and energy justice, but in how we grow as an organization. We always seek to expand leadership opportunities for marginalized communities in the global transition to clean energy.

Solstice is an equal opportunity employer. We hire, train, compensate, and promote without regard to race, religion, gender identity or expression, sexual orientation, disability, age, national origin, genetics, veteran status, or any of the other characteristics that give each of us unique perspective and capacities.

Were a team of mission-driven, passionate, and dedicated individuals. Weve fostered an inclusive and fun culture through monthly outings, solar farm field trips, and all-team strategy retreats throughout the year. To ensure the health and safety of our teammates, all employees are required to be vaccinated against COVID-19 in order to attend in-person events. Apply today and get to know us!

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Vice President, Customer Experience

Solstice