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Director, Client Success

Omnidian

Omnidian

Customer Service
Remote
Posted on Tuesday, June 4, 2024
About Omnidian
Omnidian is building a more sustainable future for the planet. We assure that IoT-enabled distributed energy assets perform at their best through our passionate teams, our innovative technology, and by creating an amazing customer experience. We're a well-funded, growth-stage company offering the potential for enormous impact, both on our products and on the world. We are headquartered in Seattle, but are open to remote location depending on role and if a candidate resides in a state we currently employ in.
The Job
The Director, Client Success will manage Omnidian’s Commercial Client Success Team. This role focuses on ensuring the satisfaction and success of our commercial clients, driving strategic initiatives, and leading a team of client success managers. The Director will work cross-functionally to maximize client value and support the growth of Omnidian's commercial business segment. Over time, this role will evolve to focus exclusively on leadership, team development, and strategic initiatives, rather than managing individual accounts.

What You'll Do

  • At Omnidian, we believe in trust and autonomy. How you create an impact is ultimately up to you. Here is an outline of some of the things you’ll be doing:
  • Leadership and Team Development (50%)
  • Lead and manage the Commercial Client Success Team, providing guidance, support, and professional development opportunities.
  • Develop and execute client success strategies that drive client satisfaction, retention, and growth.
  • Establish and maintain strong relationships with key commercial clients, serving as their advocate within Omnidian.
  • Support, empower, and coach a growing leadership team composed of managers and leads.
  • Transition from direct account management to focusing solely on leading and developing the team.
  • Operational Excellence (50%)
  • Collaborate with cross-functional teams to ensure seamless delivery of Omnidian services to commercial clients.
  • Analyze client data to identify trends, risks, and opportunities, and develop action plans accordingly.
  • Oversee client onboarding, training, and ongoing support to ensure a positive client experience.
  • Manage escalations and resolve complex client issues promptly and effectively.
  • Create and own a clear set of KPIs to measure the efficiency and effectiveness of the Client Success Team.

Who You Are

  • You are an analytical problem solver who is comfortable working in a growth-stage company that is fast-paced and learning to scale.
  • You are self-motivated and are not afraid to act independently and make quick decisions to deliver an outstanding client experience.
  • You are passionate about working in a culture to empower others and are excited to build a new function in a growing startup.
  • You are an expert in partnering with cross-functional teams and using voice of the customer analytics to shape new and innovative processes.
  • You have excellent verbal and written communication skills and presentation skills to effectively convey information to team members and business leaders.
  • You have strong analytical and data modeling skills, with a passion for analyzing data and identifying patterns.

Experience You'll Need

  • 5+ years of proven success in managing relationships with B2B clients.
  • 2+ years experience in the commercial, industrial, and/or utility solar industry.
  • 6+ months direct management experience

Experience That’s a Plus

  • 5+ years managing successful teams
  • 5+ years experience in the solar industry.
  • NABCEP or similar solar technical certification
  • Experience with cloud-based Business Intelligence (BI) tools.
  • Process Improvement experience such as Lean.
  • Established track record of advancing DEI work in companies or communities

Work-Life and Culture

  • All of our roles offer the opportunity to work remotely
  • If you are in the Seattle, WA area, we offer a vibrant and creative co-working space in the heart of downtown Seattle
  • If you are near one of our employee clusters, we offer one or more local gatherings per year
  • We provide outstanding benefits that we are continually improving upon, including family medical, dental, vision, disability, parental leave, 401(k) administration, thoughtful PTO, and paid sabbatical leave after four years
  • We offer a competitive total compensation package that includes monthly health insurance premiums, quarterly bonus and long-term stock options for every employee
  • We love to lift each other up through company-wide slack channels such as #puppiesandpets, #omnidian-wellness, #praiseandbooms and #sustainablefuture
  • We have affinity groups to help employees feel seen and supported, such as Rainbow Array, BIPOC, Thriving Survivors, Vets at Omnidian, Black Lights Matter and Neurospicy R Us
  • We are a passionate, mission driven team that believes in collaboration, mutual respect and trust. For examples, check out our posts What Makes an Ethical Company? and Why We’re Proud to Be a Certified B Corp
#LI-REMOTE
We strongly believe that diversity of experience, perspectives, and background will lead to a better environment for our employees and a better product for our customers. We are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. We value diversity and inclusion and are committed to ensuring our hiring and retention practices, as well as our office culture, reflects this value. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
Omnidian is an equal opportunity employer. We are committed to diversity in the workplace. We make employment decisions on the basis of merit and business need. We hire without consideration to age, ancestry, citizenship, disability, gender expression, gender identity, marital status, national origin, political activity or affiliation, race, religion, sexual orientation, veteran status, or any other basis protected by law.