Customer Onboarding Specialist

As a Customer Onboarding Specialist, you will be pivotal in ensuring seamless customer transitions to the Redaptive ONE platform. As a Service Delivery team member, your primary responsibility will be to oversee and implement the onboarding process to ensure that clients receive exceptional service. You are a good fit for this role if you:

·       Have experience in the energy industry,

·       Thrive in a fast-paced environment,

·       Excel at supporting complex, multi-stakeholder programs, and

·       Are a strategic thinker to anticipate customer needs and proactively address them to support platform adoption and engagement and to facilitate expansion and renewals  

Redaptive is an Energy-as-a-Service provider that funds and installs energy-saving and energy-generating equipment. Redaptive’s programs help many of the world’s most sophisticated organizations reduce energy waste, save money, lower their carbon emissions, and meet their sustainability goals across their entire real estate portfolios. With Redaptive, customers can quickly overcome capital and contractual barriers to achieve energy-saving benefits, all with real-time data powered by Redaptive’s proprietary Data-as-a-Service metering platform. 

Required Abilities and Skills

• Customer Centricity: Champion a customer-centric approach throughout the onboarding process, ensuring that client objectives are met, and requests prioritized.
• Managing Large, Multi-Stakeholder Programs: develop and execute comprehensive onboarding plans tailored to each client's requirements, considering their unique goals, timelines, and complexities.
• Cross-Department Collaboration: communicate effectively with internal teams to provide updates on client progress, share insights, and address any challenges or dependencies impacting the onboarding process.
• Energy Systems Knowledge: accelerate successful implementation, adoption, and engagement by leveraging energy and utility industry expertise.
• Data Analysis and Reporting: The specialist should be proficient in analyzing data related to the onboarding process, such as customer feedback, usage metrics, and performance indicators, to optimize the experience for clients and to facilitate program expansion and renewals.  

Experience and Education

• Bachelor's degree in Business Administration, Marketing, Communications, Energy Management, or related field.
• Proven experience in customer onboarding, account management, or a similar client-facing role.
• Previous experience in the energy industry, preferably in roles related to energy consulting, project management, or customer support.
• Strong program management skills, with the ability to manage complex, multi-stakeholder programs and drive them to successful completion.
• Excellent communication skills, with the ability to convey complex technical concepts to non-technical audiences.
• Excellent interpersonal skills, with the ability to build rapport, influence stakeholders, and navigate challenging situations diplomatically.
• Analytical mindset with a focus on data-driven decision-making and continuous improvement.
• Proficiency in using CRM systems, project management tools, and other relevant software applications.
• Demonstrated commitment to customer success and a passion for delivering exceptional service.

The Perks!

• Equity plan participation
• Company-subsidized benefits: medical, dental, vision, life insurance
• Flexible Spending Accounts: healthcare and dependent care
• 6% 401(k) match with immediate vesting
• Flexible Time Off
• Occasional travel (less than 10%) is expected for the position. 
• Expected annual salary: $63,000 - $75,000 (subject to adjustment for relevant experience, skills, geo location)
• Annual bonus target of 10%, subject to company and individual performance

The company is an Equal Opportunity Employer, drug free workplace, and complies with ADA regulations as applicable. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities.

Physical Demands and Work Environment

The physical demands described here represent those that an employee must meet to perform the essential functions of this position successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.

While performing the duties of this position, the employee is regularly required to talk or hear. The employee must frequently use hands or fingers and handle or feel objects, tools, or controls. The employee is occasionally required to stand, walk, sit, and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate.