About Treehouse Treehouse is on a mission to accelerate the decarbonization of the places we live and work. Backed by Flourish Ventures.
About the role
We are hiring a Customer Experience Manager to join our team! The Manager will design, implement, and oversee customer service strategies that ensure a positive and seamless experience for Treehouse customers. This role involves working cross-functionally with internal teams including Sales, Field Operations, and Engineering to enhance customer engagement and satisfaction across the lifecycle of their project.
What they're looking for
- Create and implement customer service strategies and initiatives that align with company goals and industry best practices
- Establish Voice of the Customer processes and act as the primary advocate for the customer within the organization, ensuring their needs, preferences, and feedback are central to internal decision-making
- Oversee the timeliness and coordination of installation and inspection scheduling, coordinating Field Operations, building departments, and customers to ensure coordination and alignment
- Oversee complex customer issues, change orders, and escalations, working cross-functionally to resolve problems and ensure customer satisfaction while keeping the customer's perspective at the forefront
- Develop and monitor key performance indicators (KPIs) related to customer experience, ensuring they reflect the true voice of the customer and drive continuous improvement
- Work closely with Sales, Field Operations, and Engineering teams to ensure that customer insights are integrated into product development, service delivery, and overall business strategy
More about this role
About the Role
We are hiring a Customer Experience Manager to join our team! The Manager will design, implement, and oversee customer service strategies that ensure a positive and seamless experience for Treehouse customers. This role involves working cross-functionally with internal teams including Sales, Field Operations, and Engineering to enhance customer engagement and satisfaction across the lifecycle of their project. As the voice of the customer, the Manager will advocate for the customer's perspective and ensure their needs and feedback drive company initiatives.
Responsibilities
- Develop and optimize the customer journey to identify critical touchpoints and project milestones, working with internal stakeholders to improve the overall customer experience from initial contact to post-installation support.
- Create and implement customer service strategies and initiatives that align with company goals and industry best practices.
- Establish Voice of the Customer processes and act as the primary advocate for the customer within the organization, ensuring their needs, preferences, and feedback are central to internal decision-making.
- Gather, analyze, and act on customer...
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