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Sun King
Energy + 2 more
Description
You might be a strong candidate if you
- Have Minimum of 6 years’ experience in engaging customers managing.
- Experience in product management, CX, or operations.
- Good understanding of Solar inverters systems is an added advantage.
- Ability to work cross-functionally and collaborate with different stake holders.
- Data-driven mindset with hands on experience with data.
- Good Interpersonal skills.
- Experience in energy, fintech, or subscription/financing models (preferred).
Customer Journey Ownership
- Map and own the end-to-end Solar Inverters customer lifecycle: Lead → Interested → Qualified → Sales → Installation → Active → Payment → Ownership
- Identify and eliminate friction points across the journey
- Define and enforce global CX standards across markets.
Funnel & Experience Optimisation
- Define and track key funnel metrics:
- Conversion rates
- Activation rate
- On-time payment rate (OTPR)
- Conversion rates
- Standardise customer experience processes across regions
- Drive continuous improvements in:
- Sales-to-installation timelines
- Activation speed
- Customer onboarding
- Sales-to-installation timelines
Customer Health & Retention
- Own portfolio health metrics:
- OTPR
- Default rate
- Current paying customers
- OTPR
- Design interventions to:
- Improve payment behaviour
- Reduce churn and defaults
- Improve payment behaviour
- Leverage telemetry and customer data for proactive issue resolution.
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