Director, Customer Success and Services – Module Frames

This is a fully remote position, open to applicants in California, +1 more state.

📋 Description

• Define and create foundational, repeatable processes, procedures, documentation, and systems for onboarding and managing customers of module frames.

• Utilize established tools to effectively manage client accounts and act as the primary liaison between customers and Nextpower throughout the contract management process.

• Assess internal teams and stakeholders to pinpoint capabilities, systems, tools, and resources that support customer delivery.

• Develop customer-focused processes, systems, and workflows tailored for advanced module frame clients.

• Generate documentation, presentations, and materials that communicate the established processes.

• Take ownership of and continuously enhance standard operating procedures (SOPs) for routine purchase-order project delivery.

• Establish, measure, and report on customer care key performance indicators (KPIs).

• Serve as the primary contact for customers, ensuring their satisfaction and addressing any issues that arise.

• Organize and manage customer meetings, deliverables, and information requirements.

• Document customer changes and relay requirements to internal stakeholders.

• Ensure that contractual legal and financial obligations are understood, adhered to, and proactively managed.

• Advocate for customer needs within the organization.

• Coordinate timely product delivery from purchase-order acceptance through to delivery, collaborating with Supply, Logistics, Finance, Quality, freight forwarders, and customers.

• Develop and manage project dashboards that track project status and outstanding action items.

• Potentially oversee direct reports, supporting their training, success, and professional development.

⛳️ Requirements

• A minimum of 7 years of experience in Project/Program Management within the energy, construction, mining, or oil & gas sectors.

• At least 5 years of experience in customer account or relationship management.

• Strong project management skills and qualifications, with PMP certification preferred.

• Exceptional customer service skills and a talent for resolving customer support issues.

• Intense attention to detail, persistence in follow-ups, and a commitment to leading by example through personal accountability.

• Proficiency in navigating and interfacing with a highly matrixed organization.

• Excellent verbal and written communication abilities.

• Proven leadership skills.

• Enthusiasm for solar or renewable energy.

• Familiarity with photovoltaic (PV) technology and its applications.

🏝️ Benefits

• Health care coverage.

• Dental and vision coverage.

• 401(K) participation with company matching.

• Company-paid holidays.

• Unlimited paid time off.

• Generous discretionary company bonuses.

• Life and disability protection.

• Stock compensation may be available for certain positions.