Customer Onboarding Manager

Salary: $80,000-$100,000 based on experience (East Coast Hours) Location Type: Hybrid Employment Type: Full-time

Position Overview

Runwise is actively seeking a self-motivated, results-driven Customer Onboarding Manager with a proven track record of delivering outstanding customer experiences. Reporting directly to the Director, Customer Onboarding, you will play a key role in growing the company by guiding our clients through the onboarding process efficiently while maintaining a high level of customer service.

About Runwise

Runwise (www.runwise.com) is a fast-paced, customer-focused climate-tech startup that controls and runs the key energy systems (heating, water, etc…) in over 7500 buildings across the US. Our unique hardware and software service significantly reduces energy usage, substantially lowering costs and carbon output. Runwise's technology currently removes the equivalent of 80,000 cars' worth of carbon emissions from the road each year.

At Runwise, customer satisfaction is our primary measure of success. As a Customer Onboarding Manager, you will become an expert in orchestrating the seamless integration of our groundbreaking products and services into the operations of both new and existing clients. Your role will involve removing barriers, addressing inquiries, and ensuring a frictionless transition from sales to installation, culminating in a seamless handover to respective Customer Success Managers.

Principal Responsibilities

• Manage the end-to-end customer journey, orchestrating a seamless experience from initial purchase through installation.
• Verify the completion of all customer-related tasks prior to scheduling installation appointments.
• Utilize Salesforce as your primary project management tool to ensure data integrity.
• Provide support to customers via diverse communication channels, including emails and phone calls, ensuring consistent updates regarding installation progress.
• Address customer inquiries that arise between the sales phase and their introduction to their dedicated Customer Success Managers.
• Maintain comprehensive team communication by consistently relaying job status updates.
• Collaborate with your onboarding coordinator to expedite the processing of incentivized installations funded through national utility companies.

Essential Competencies

• Enjoy interacting with people from diverse backgrounds and possess strong interpersonal understanding skills.
• Exhibit strong written and verbal communication skills for clear and effective correspondence.
• Demonstrate proficiency in multitasking and managing multiple tasks simultaneously in a fast-paced environment.
• Possess strong organizational skills with great attention to detail.
• Be motivated and driven to ensure customer satisfaction and success with our solutions.

Our Values

• No job is too small.
• Sincerity builds trust.
• Setbacks fuel progress.
• Efficiency is vital.

Benefits

• Medical, dental, and vision insurance
• HSA & FSA options
• Paid Parental Leave
• Access to Talkspace & Health Advocate
• Flexible PTO
• Commuter Benefits
• 401K
• Company-paid life insurance
• Voluntary supplemental life insurance
• Free in-office lunch on Wednesdays
• Hybrid work environment
• Summer Fridays
• Monthly L&D Series
• Employee Resource Groups (e.g., DEIB Committee, Run Club)

Application Instructions

This role at Runwise demands an individual who is passionate about fostering positive customer experiences and capable of managing a comprehensive onboarding process that defines excellence. If you are prepared to shape the future of customer engagement within the climate-tech landscape, we eagerly await your application. Join us in our mission to reshape energy utilization and drive environmental stewardship on an unprecedented scale.

Company Information

Runwise is proud to be an equal opportunity employer. We are committed to equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other legally protected characteristics.