Fluence

Head of Customer Care

Warsaw, Masovian Voivodeship, Poland

Not SpecifiedCompensation
Expert & Leadership (9+ years)Experience Level
Full TimeJob Type
UnknownVisa
EdTech, Language Learning, B2B SolutionsIndustries

Requirements

Candidates must have a minimum of 3 years of experience managing a Customer Care team, preferably in a B2B/SaaS environment. Experience in scaling Customer Success teams and strategies within high-growth organizations is required. Proven success in creating and implementing effective Customer Success strategies and programs, as well as developing and scaling teams in this area, is essential. Sales skills and experience in setting renewal and upsell targets, building pipelines, and forecasting are necessary. Experience in customer needs discovery, segmentation, and value realization is required. Strong analytical and data-driven decision-making abilities are crucial. Excellent business understanding, strategic thinking, and problem-solving skills are needed. Leadership experience, including building, developing, and scaling high-performing teams, is essential. Familiarity with CRM and helpdesk tools like Zendesk, Intercom, or Freshsales, and experience with Customer Success platforms are required. Excellent Polish and English communication skills are necessary. A customer-first mindset and natural empathy are valued. EdTech experience is a plus.

Responsibilities

The Head of Customer Care will develop, implement, and manage a customer success strategy aligned with business objectives. This role involves leading and developing the Customer Care team responsible for product adoption, value delivery, retention, growth, and customer loyalty. Responsibilities include recruiting, developing team members, and implementing processes and best practices to support team performance. Creating world-class retention programs and developing a development program for Customer Care Managers focused on building customer retention competencies are key. The role requires monitoring Customer Care effectiveness through KPIs such as customer retention, expansion, product adoption, value realization, and NPS, and developing strategies to optimize these metrics. Analyzing customer feedback, data, and insights to identify behavioral patterns and implement improvements to the customer experience is essential. Close collaboration with sales, product, marketing, and operations departments to develop retention and growth strategies and ensure an exceptional customer experience is required. Proactively identifying and resolving customer issues, escalating critical matters when necessary, and preparing reports for leadership and stakeholders on KPIs are also part of the role.

Skills

Customer Success Strategy
Team Leadership
Recruitment
Process Improvement
Customer Retention
KPI Monitoring
Customer Feedback Analysis
Cross-functional Collaboration
Problem-Solving
Reporting

Fluence

Provides energy storage technology and solutions

About Fluence

Fluence Energy provides energy storage technology and digital applications specifically designed for renewable energy. Their products include systems that store electricity generated from renewable sources, which can be tailored to meet the needs of various clients, such as utilities, developers, and commercial businesses. Fluence's solutions are comprehensive, offering all the necessary equipment and services to implement energy storage effectively. What sets Fluence apart from its competitors is its focus on optimizing energy storage for demanding industrial applications and its partnership with Siemens and AES, which enhances its credibility and resources. The company's goal is to facilitate the transition to renewable energy by providing efficient and reliable energy storage solutions.

None, VirginiaHeadquarters
2018Year Founded
$250MTotal Funding
IPOCompany Stage
Data & Analytics, EnergyIndustries
1,001-5,000Employees

Benefits

Unlimited Paid Time Off
Health Insurance
Dental Insurance
Vision Insurance
Life Insurance
Pet Insurance
401(k) Company Match
Performance Bonus

Risks

Securities law investigation may damage Fluence's reputation and investor confidence.
Rebecca Boll's resignation could disrupt product development and innovation.
Reliance on a single Utah facility poses production and supply chain risks.

Differentiation

Fluence offers turnkey energy storage solutions tailored for industrial applications.
Partnerships with Siemens and AES enhance Fluence's credibility and technological capabilities.
Fluence's AI-powered software, Mosaic, optimizes battery asset management efficiently.

Upsides

Fluence's $400 million convertible security offering strengthens its financial position.
Partnership with Excelsior Energy Capital expands Fluence's U.S. market presence.
Domestic manufacturing in Utah reduces supply chain risks and costs.

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