Director, Customer Success at ConnectGEN

Philadelphia, Pennsylvania, United States

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Not SpecifiedCompensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Renewable Energy, Clean Technology, Solar EnergyIndustries

Requirements

Experienced in customer success leadership roles
Highly motivated and strategic mindset
Ability to design and optimize customer success processes
Expertise in building and scaling customer success functions, including vision, structure, strategy, and organizational design
Skills in developing and enhancing customer support channels (phone, partner, field, training, timezone support)
Proficiency in standardizing processes, guidelines, protocols for customer interactions, technical support, and escalation paths
Experience overseeing warranty, RMA processes, issue analysis, quality control, and feedback loops
Knowledge of order-to-cash lifecycle (onboarding, order entry, invoicing, accounts receivable)
Ability to drive strategic partnerships and manage SLAs for customers, distributors, utilities, and vendors
Strong cross-functional collaboration skills with Product, Engineering, Sales, Supply Chain, and other teams
Alignment with company values: Get the Right Things Done, Find a Way or Make One, Don’t Compromise on Quality, Embrace Autonomy, Know that “It’s Going to Be Messy”
Willingness to work on-site 5 days a week in Philadelphia, PA Office

Responsibilities

Define and scale the Customer Success function, including establishing vision, structure, strategy, Customer Support Initiative Charter, and organizational design for growth
Build and optimize customer support channels to ensure seamless, effective support
Standardize processes and guidelines for customer interactions, technical support, and escalation paths to promote efficiency and satisfaction
Oversee warranty and quality programs, including design/management of warranty/RMA processes, issue analysis, quality control, and feedback loops
Lead the order-to-cash lifecycle, streamlining onboarding, order entry, invoicing, and accounts receivable
Drive strategic partnerships and SLAs for direct customers, distributors, utilities, and third-party vendors
Collaborate cross-functionally with Sales, Supply Chain, Product, Engineering, and other teams to deliver seamless customer journey from onboarding through engagement
Mentor and develop Customer Success team talent
Improve customer satisfaction, retention, and long-term success

Skills

Key technologies and capabilities for this role

Customer SuccessStrategic PlanningProcess OptimizationLeadershipTeam ManagementCustomer OnboardingAccount Management

Questions & Answers

Common questions about this position

Is this position remote or on-site?

This is an on-site position requiring 5 days a week in the Philadelphia, PA office.

What skills or traits make someone thrive at ConnectDER?

People who thrive get the right things done, find a way or make one, don’t compromise on quality, embrace autonomy, and know it’s going to be messy.

What experience is required for the Director of Customer Success role?

The role requires an experienced, highly motivated, and strategic leader to design and optimize customer success processes, build and scale the team, mentor talent, and partner cross-functionally.

What is the salary for this position?

This information is not specified in the job description.

What kind of candidate is ConnectDER looking for?

They seek talented individuals who can deliver high-quality service, drive clean energy value, thrive in a dynamic environment by embracing autonomy, creativity, persistence, and adaptability to messy situations.

ConnectGEN

Develops and operates renewable energy projects

About ConnectGEN

ConnectGen develops, constructs, and operates large-scale renewable energy and energy storage projects in North America, focusing on wind and solar technologies. Their projects provide sustainable energy solutions to utility companies and corporate clients, helping them transition to renewable sources and reduce their carbon footprint. ConnectGen's business model covers the entire project lifecycle, from planning to operation, generating revenue through long-term electricity sales. They differentiate themselves by collaborating with landowners and local communities, offering competitive compensation and stimulating local economies. The goal of ConnectGen is to deliver reliable, clean energy alternatives while fostering economic development and sustainability.

Houston, TexasHeadquarters

2018Year Founded

ACQUISITIONCompany Stage

Energy, Social ImpactIndustries

11-50Employees

Risks

Integration challenges with Repsol could delay project execution.

Cultural clashes with Repsol's management may impact employee morale.

Strategic shifts post-acquisition could affect long-term contracts with clients.

Differentiation

ConnectGen focuses on large-scale renewable energy and storage projects across North America.

The company collaborates with landowners, offering competitive compensation for land use.

ConnectGen's end-to-end project development ensures reliable and efficient energy solutions.

Upsides

Increased demand for energy storage solutions boosts ConnectGen's market potential.

Corporate sustainability commitments drive investment in renewable energy projects.

The Inflation Reduction Act provides tax incentives for renewable energy development.

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