Senior Associate Customer Experience (CX) Operations

about 1 month ago
Full time role


Redaptive makes buildings more efficient one saved kilowatt hour at a time. We are breaking down the barriers to portfolio-wide ...

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Job Description

Redaptive is hiring a Senior Associate - Customer Experience Operations (CX Ops) whose mission will be to drive the effectiveness of Customer Experience (CX) programs. The position will report to CX Head India.    This role should excite someone who is ready to take ownership of all aspects of customer success operations and be an early member of the rapidly growing team. To be successful in this role, requires a blend of strategic thinker and executor, go-getter mindset, and ability to drive and project manage impactful operational programs and processes, including but not limited to reporting/dashboarding, customer insights, data integrity management & process optimization.  Redaptive is an energy management and technology company introducing the concept of EaaS (Efficiency-as-a-Service) and IoP (The Internet of Power) to the world. By successfully deploying energy savings projects with in-house metering technology, we are not only saving our customers millions of dollars, but we are being also good to the environment with highly efficient spaces. 

Job Responsibilities

  • On a typical day, you will: 
  • Manage and support our CX Organization  
  • Define and refine the internal and external reporting playbook across the customer journey in collaboration with CXM’s, Marketing, Business Intelligence & Energy Engineering & Operations Teams 
  • Project manage and support additional analytics needs such as NPS/CSAT programs, customer health score, workstream capacity planning, and CX-managed data quality requirements 
  • Customer Journey Mapping - Continuous development of customer engagement processes by determining the timing and content of touchpoints for CXMs along the customer journey to drive optimal adoption, health & high NPS 
  • Manage customer feedback gathering, and coordinate feedback gathering through the customer journey and CXM touchpoints 
  • Develop and Manage People, Processes & Systems
  • Ongoing communication, enablement and governance of existing and new processes that impact the CS organization, our customers, and our cross-functional teams 
  • Work along and lead a team to ensure workstream deliverables and deadlines are met 
  • Onboard and ramp up new hires 
  • Build and operationalize the customer journey map within our systems and scale with automation 
  • Collateral management for internal and customer-facing materials and programs 
  • Ensure tools that are utilized by the CX team are well integrated and optimized for the processes, reporting and functionality that make us efficient and effective

Job Requirements

  • Must-Have Skills:
  • 6+ years in a customer success operations or similar role in a B2B space 
  • Graduate/postgraduate in Business Administration, International Business, or other related collegiate business degrees 
  • Competent in Salesforce administration. Experience with CS systems preferred (Gainsight) 
  • Hands-on experience in implementing large scale enterprise-wide customer surveys, customer health score & customer insights initiatives in the past 
  • Strong oral and written communication skills with the ability to conduct presentations to a large group 
  • Ability to manage multiple projects simultaneously with keen attention to detail, familiarity with project management tools such as Asana 
  • Experience applying data-driven Customer Experience/Success Strategies 
  • Experience with Technology/SaaS-oriented Customer Success/Experience function  
  • Experience working with US-based companies and cultures preferably in a US/India Structure 
  • Flexible to work in a 3PM – 11PM IST time zone (as needed) to better align with the global team 

  • Nice to have
  • Master of Business Administration or another graduate-level business degree 
  • Experience with building energy systems (e.g., HVAC, Lighting, solar, electric vehicle charging, etc) is preferred 
  • Experience within startups  
  • Energy and Sustainability industry experience preferred 
  • Proficient in Tableau 
  •  Behavioural Attribute
  • Outstanding problem-solving, strategic, and analytical skills combined with excellent eye for process improvement towards clear business outcomes 
  • Go-Getter and proactive attitude. Self-starter that heeds advice but thrives in an autonomous environment   
  • Ability to build effective relationships, listen, communicate, influence, and collaborate cross-team at all organizational levels 
  • Highly motivated, team oriented, detailed, organized with exceptional follow through 
  • Excels in a fast-paced environment 
  • Comfortable with flexible working hours 

About Redaptive Inc.Redaptive is the leading Energy-as-a-Service company that enables businesses to meet largescale energy efficiency and strategic technology objectives. With over $1 billion in project lending capacity, Redaptive deploys best-in-class energy efficiency technologies across large commercial real estate portfolios through a unique, data driven shared savings model. Redaptive is backed by CarVal, ENGIE New Ventures, Linse Capital, CBRE, Evergy Ventures and CPP Investments.
Our company culture is fun, collaborative, and fast paced. We are passionate about changing the world and helping our customers to become more environmentally sustainable and profitable. We are looking for team members who are driven, passionate, and want to take on a diverse set of challenges to help grow a great company. Redaptive, Inc is an equal employment opportunity employer and all qualified applicants will receive consideration for employment.
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Redaptive makes buildings more efficient one saved kilowatt hour at a time. We are breaking down the barriers to portfolio-wide ...

View Company Profile