Customer Experience Manager

About the Role

We are hiring a Customer Experience Manager to join our team! The Manager will design, implement, and oversee customer service strategies that ensure a positive and seamless experience for Treehouse customers. This role involves working cross-functionally with internal teams including Sales, Field Operations, and Engineering to enhance customer engagement and satisfaction across the lifecycle of their project. As the voice of the customer, the Manager will advocate for the customer's perspective and ensure their needs and feedback drive company initiatives.

Responsibilities

The Customer Experience Manager will:

• Develop and optimize the customer journey to identify critical touchpoints and project milestones, working with internal stakeholders to improve the overall customer experience from initial contact to post-installation support.
• Create and implement customer service strategies and initiatives that align with company goals and industry best practices. 
• Establish Voice of the Customer processes and act as the primary advocate for the customer within the organization, ensuring their needs, preferences, and feedback are central to internal decision-making.
• Gather, analyze, and act on customer feedback through surveys, reviews, direct interactions, etc. to identify trends, issues, and opportunities for improvement. Use a data-driven approach to present findings and actions to internal stakeholders. 
• Oversee the timeliness and coordination of installation and inspection scheduling, coordinating Field Operations, building departments, and customers to ensure coordination and alignment.
• Oversee complex customer issues, change orders, and escalations, working cross-functionally to resolve problems and ensure customer satisfaction while keeping the customer's perspective at the forefront.
• Develop and monitor key performance indicators (KPIs) related to customer experience, ensuring they reflect the true voice of the customer and drive continuous improvement.
• Work closely with Sales, Field Operations, and Engineering teams to ensure that customer insights are integrated into product development, service delivery, and overall business strategy.
• Design and deliver training programs to enhance the skills of Customer Service Associates, ensuring they are well-equipped to deliver high-quality service.

Minimum Qualifications

Successful candidates will demonstrate:

• A Bachelor’s degree; in lieu of degree, four years relevant work experience
• Four or more years of experience in customer success or customer experience management, preferably within the residential construction industry, with at least 2 of these years leading teams
• Experience working with a customer relationship management (CRM) tool and related software/platforms

Preferred Qualifications

Additionally, candidates may demonstrate:

• Prior customer-facing experience in the home renovation or electrification industry
• A passion for electrification and/or energy sustainability
• Exceptional verbal and written communication skills with an emphasis on interpersonal communication and collaboration
• Comfort with independence, a bias for action, learning quickly, context-switching, and frequent iteration with the ability to make decisions in the absence of perfect information
• Ability to work cross-functionally, bringing together multiple teams to drive towards a common goal
• Strong analytical and problem-solving skills, with the ability to use data to make decisions
• The ability to thrive in a fast-past, early-stage company environment

This role may be based in Chicago, San Francisco, or, for an adequately experienced candidate, remotely. This role will have an annual salary, plus equity and benefits. The annual salary range for this position is $90,000 - $130,000. This is a good faith estimate of what Treehouse may pay for a new hire; actual pay may vary based on prevailing wages in geographic location and a candidate's knowledge, skills, abilities, related experience, education, certifications, and ability to meet required job qualifications.

Featured benefits include:

• Medical insurance
• Vision insurance
• Dental insurance
• 401(k)
• Unlimited paid time off