[Remote] Head of Customer Care at Fluence

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.