- Leads cross functional team to develop and implement comprehensive customer experience model.
- Implements means to cost effectively measure customer satisfaction across all business lines.
- Designs and supports user experiences, system enhancements and process changes as well as develops requirements, performs system testing, and ensures business goals are met.
- Acts as a change agent by engaging stakeholders cross functionally and advocating for improvements and adoption of changes Leads customer retention initiatives across all business lines.
- Coordinates across sales, marketing, operations, and customer service to manage all customer interactions.
- Develops customer life cycle touch point maps to drive customer processes.
- Develops and implement ongoing plan to capture voice of customer and use findings to drive improvements.
- Interacts with customers to improve customer satisfaction and retention.
- Performs other job-related duties as assigned.
- High School Grad / GED
- Bachelor's or Equivalent Experience
- Experience: 2 years
- Develops and implements customer success strategies to drive adoption, engagement, and customer satisfaction
- Collaborates with cross-functional teams to align customer success initiatives with overall business goals
- Drives product adoption and proactively engages with key accounts to ensure their success
- Oversees the onboarding process for new accounts
- Addresses escalated technical issues from the software support team
- Mentors team members and establishes strong personal relationships with customers
- Performs other job-related duties as assigned
- Bachelor's Degree
- Experience: 4 years
- Bachelor's - Information Systems
- Bachelor's - Engineering
- Project Management Professional (PMP)
- Six Sigma Yellow Belt Certified
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Senior Homeowner Experience Specialist - Juno Beach, United States - NextEra Energy
Description
Senior Homeowner Experience Specialist
Date: May 7, 2024
Location(s): Juno Beach, FL, US, 33408
Company: NextEra Energy
Requisition ID: 79946
is the world's largest generator of renewable energy from the wind and sun, and a world leader in battery storage.
We provide energy-related products and services that grow our economy, protect the environment, support our communities and help customers meet their energy needs.
We are leading the decarbonization of the U.S.economy with our goal to reach Real Zero carbon emissions from our operations by 2045 while improving customer affordability and reliability.
Are you interested in creating a cleaner environment for future generations? Join our world-class, innovative team today.Position Specific Description
_This position can be based out of our HQ in Juno Beach, FL or can be fully remote
_
The Customer Experience and Success team at EverBright is seeking a motivated individual to lead strategic initiatives focused on homeowner-centric design and the development and execution of homeowner journeys.
As the Senior Homeowner Experience Specialist, you will be instrumental in enhancing homeowner journeys by streamlining processes, leveraging technology effectively, and enhancing communication channels.
Working closely with cross-functional teams, you will identify opportunities for enhancement and implement solutions aimed at optimizing operational efficiency and elevating customer satisfaction.
Job Overview
Employees in this role lead the development, implementation, and ongoing management of customer experience strategies to increase and improve service levels, customer retention, efficiencies, and profitability across all business lines.
Individuals will act as voice of the customer in all programs and company efforts and owns the overall customer experience.
This position works cross functionally and has both a strategic and hands on elements which includes direct customer interactions as well as leading cross functional teams.
Employee's success will be measured by improvements in customer value, satisfaction, loyalty (repeat business), and retention.Job Duties & Responsibilities
Job Overview
Employees in this role are responsible for driving the success and satisfaction of our key accounts and work closely with the customer success team to develop strategies and initiatives designed to maximize customer retention and expansion.
The primary focus will be to ensure customers achieve their desired outcomes, maintain a high level of engagement, and derive maximum value.
Through effective relationship-building and strategic thinking, this job plays a crucial role in driving customer success and fostering long-term partnerships.
This job will also share their proficiency with customers through technical evaluations, demos, presentations, and ongoing advisory support.Job Duties & Responsibilities
Required Qualifications
Preferred Qualifications
Employee Group: Exempt
Employee Type: Full Time
Job Category: Customer Service
Organization: NextEra Energy Project Management, LLC
Relocation Provided: Yes, if applicable
NextEra Energy is an Equal Opportunity Employer.
Qualified applicants are considered for employment without regard to race, color, age, national origin, religion, marital status, sex, sexual orientation, gender identity, gender expression, genetics, disability, protected veteran status or any other basis prohibited by law.
We are committed to a diverse and inclusive workplace.
NextEra Energy provides reasonable accommodation in its application and selection process for qualified individuals, including accommodations related to compliance with conditional job offer requirements, consistent with federal, state, and local laws.
To request a reasonable accommodation, please send an e-mail to, providing your name, telephone number and the best time for us to reach you.
Alternatively, you may call Please do not use this line to inquire about your application status.
NextEra Energy will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.
However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.
NextEra Energydoes not accept any unsolicited resumes or referrals from
any third-party recruiting firms or agencies . Please see ourfor more information.
