|Senior Manager, Partner Success|
Company: Mosaic (Solar Mosaic)
Location: Remote - anywhere in the US , CA
Employment Type: Full Time
Date Posted: 07/05/2022
Expire Date: 09/05/2022
Job Categories: Banking
Senior Manager, Partner Success|
Who We Are
We are creating the best way to finance clean energy for the home to help combat climate change. Mosaic partners directly with solar and home improvement professionals, who use our simple point-of-sale app to offer financing to their customers. This makes it easy and affordable for families to make energy-efficient upgrades to their homes. Since 2012, Mosaic has funded more than $7 billion in loans through our platform and helped more than 200,000 homeowners switch to sustainable solutions. Join us as we work toward our vision of 100% clean energy for all.
We are seeking an enthusiastic and experienced Senior Manager of Customer (Partner) Success (Remote role) to help us catapult our Solar & Home Improvement financing line of business. In this role, you will be building a new team of partner success specialists that are directly responsible for owning all loan-level partner-facing support needs in both an inbound reactive and outbound proactive manner. Your team of partner success specialists will be assigned regional territories to support and be working closely with their assigned sales team members to form a small team “pod” of maniacal sales and support for our partners.
As the leader of this group, you will be working closely with our Regional Sales, Operations, Training, Product, and other functional teams to help define the strategy of the group, hire a group of all-star partner success specialists, build the right processes/procedures to scale the group, define the right KPI’s to measure performance, and ultimately performance manage the team to become a high performing group. If you are passionate about helping to grow our partner/dealer network, are passionate about building new teams and developing your people, and are enthusiastic about our company's mission, then this is the role for you.
Build a team of partner success specialists through interviewing candidates, hiring, effectively onboarding and training new team members, motivating and coaching your team to continuously improve
Draft a set of consistent team policies and procedures for team knowledge management and scalability - word of mouth sharing doesn’t cut it here
Part of your week will be spent on the phone listening to and coaching your team on their phone calls to ensure they are providing exceptional partner support, owning every opportunity to resolution and solving problems as they arise
Participate in weekly strategy meetings with each partner success specialist and their sales team members for their defined regional territories
Conduct weekly one on ones with your partner success specialist team to review their performance against the defined KPI’s, the objectives for the week/month ahead, while providing coach and support for your employees.
Work with our sales analysts & Salesforce team to build comprehensive reporting for you to be able to measure your team and employee performance
Help build our training program for both new partner success specialist hires that join your team and provide ideas and feedback to our Mosaic training team to improve external solar/home improvement partner training
Develop competency based rewards and recognition programs to help drive employee engagement and job satisfaction.
Part of your week will be spent doing ride alongs with your team doing partner pipeline reviews and helping your team to game plan proactive ways you can get in front of problems before they arise, unstuck deals, and ultimately act as an “extended team member” on behalf of our solar and home improvement partners
Implement targeted strategies to increase client engagement for under-performing territories / accounts within defined risk parameter
As a customer focused and driven-to-win organization, there are many exciting reasons to join the Mosaic team. We provide competitive salaries, quality healthcare and an enjoyable, be-yourself work environment. We are deeply mission and vision driven, have a generous PTO program, and support flexible schedules when needed. Mosaic has a dynamic, fast-paced, and entrepreneurial environment, which requires a professional, flexible, self-starter attitude. We believe in hiring the best, the brightest, and cultivating a culture of collaboration and appreciation.
Mosaic’s policy is that employees must be fully vaccinated against COVID-19, in order to travel for work, visit our office, or attend in-person meetings, to the extent permitted by applicable law. We encourage you to speak with your recruiter if you would like more details on our COVID-19 safety policies.
We are an equal opportunity employer and value diversity at Mosaic. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status or any legally protected status.
We are looking for someone with:
3-5 years of Customer Success and/or Partner Support Experience
2-4 years of experience managing teams of people
2+ years of Account Management experience
High analytical acumen - you love diving into the data and know how to take action from the data
Amazing team building skills with a passion for people development
Demonstrated organizational, analytical, customer problem solving skills
Deep commitment to growing the clean energy movement
Drive, intrinsic motivation and a commitment to team success
Strong integrity, interpersonal, customer engagement and account management skills
Experience using Salesforce.com to guide your work day
Comfortable with other forms of reporting technology: Tableau, Periscope, etc.
Bonus points for:
Documented top customer success, account management and/or customer support leadership performance in a solar and/or financing industry
Experience training external customers on technology tools and company processes
College degree in either Finance, Sustainability or other Environmental field