Customer Experience Manager

The Customer Experience Manager plays a crucial role in enhancing positive relationships between Ivy Energy and its Community Residents/Tenants. This role is focused on managing and optimizing the customer journey, fostering engagement, answering all Zendesk related service requests/questions and ensuring a seamless experience.

We are remote-friendly but also have a great office environment in downtown San Diego and a hub in Salt Lake City.

Key Responsibilities

Community User Experience Management

• Oversee the community user experience throughout the customer journey, ensuring a seamless and intuitive experience.
• Audit and analyze the community user experience, identifying issues and proposing solutions for continuous improvement.

Feedback Gathering and Analysis

• Gather feedback from the community, leveraging industry research to provide best-in-class insights for continuous improvement.
• Implement feedback mechanisms to gather insights, analyze data, and communicate actionable recommendations.

Cross-Functional Collaboration

• Collaborate with internal teams, including Operations, Growth and Product to ensure a seamless implementation execution, align strategies and deliver a cohesive client experience.
• Work closely with the Head of CX to ensure client success and satisfaction.

Community Engagement Initiatives

• Develop and implement strategies to foster a sense of community including live online educational sessions.
• Organize Community events to support Implementation Enrollment as well as ongoing events for long-term Community support.

Content Creation and Curation

• Create and curate engaging content, such as articles, newsletters, and video content, to promote product education and adoption within the community.
• Ensure content aligns with the overall customer experience strategy.
• Identify ZenDesk enhancement opportunities through macros and knowledge base articles.

Community Operations Management

• Track and analyze key performance metrics, reporting on the effectiveness of community initiatives, experience, usability, and engagement.

Strategic Communication Development

• Develop and execute communication strategies tailored to community members, ensuring clear and effective messaging for inquiries and support needs.
• Provide assistance to community members by addressing queries, concerns, and feedback.

Continuous Improvement

• Propose and implement improvements to community management tools and platforms.
• Regularly review and optimize community engagement strategies based on data insights and feedback.

Requirements

• Bachelor's Degree
• 3+ years experience in an account management/ marketing/ customer experience type role.
• Excellent written and oral communication skills.
• Good computer skills and ability to learn new programs quickly on their own.
• Extremely diligent and detail focused.
• Adds value to meetings and collaborative projects.
• Ability to work effectively remotely.
• Excellent communication and Microsoft Office skills.
• Proficient in Salesforce, Figma, Notion, and Slack.

  Salary Range $80,000 - $95,000

  Compensation is commensurate with various factors including, but not limited to, relevant experience, qualifications, skills, training, licensure, certifications, geographic cost of labor, and other business and organizational needs.

Benefits

• Health Insurance
• PTO
• Sick Pay
• 401k Plan
• Great Office Environment
• Monthly Electric Vehicle & Fitness Stipends

About Ivy

We are a team that is on a mission to evolve the way that shared buildings create, use, and think about energy.

We connected as a team with the firm conviction that we can use technology and innovative problem solving to fix the problems that exist for distributed energy asset growth in a shared building environment. Our team comes from a variety of different backgrounds including real estate development, energy monitoring software, and solar industry operations.

Hit Go - Team Values

Harmony - "Enjoy what you protect."

Innovation - "Did I create today?"

Transparency - "Embrace open dialogue."

Growth - "Seek beyond your comfort zone."

Ownership - "Know your value, own your value."