Chief Customer Officer (Greater Boston, MA or Montreal, Canada)

ABOUT POWER FACTORS

 

Power Factors is a software and solutions provider leading the next generation of clean energy with Unity, one of the most extensive and widely deployed renewable energy management suites (REMS) in the market. With over 300 GW of wind, solar, and energy storage assets managed worldwide across more than 600 customers and 18,000 sites, Power Factors manages 25% of the world’s renewable energy data.*  

  

Power Factors’ Unity REMS supports the entire energy value chain, from monitoring and controls to market analytics. The company’s suite of open, data-driven applications empowers renewable energy stakeholders to collaborate, automate critical workflows, and make more informed decisions to maximize asset returns. Energy stakeholders receive end-to-end support, including solutions for SCADA & PPC, centralized monitoring, performance management, commercial asset management, and field service management.  

  

With deep domain expertise, AI-powered insights are delivered at scale so businesses can optimize assets, unlock growth, and make smarter decisions as the world rapidly transitions to clean energy. Power Factors fights climate change with code.  

  

* Outside China and India 

 

MANDATE

The Chief Customer Officer (CCO) is responsible for leading the Global Customer Organization (GCO) for a global company that does business in 75 countries. The individual will develop and execute the company's comprehensive customer strategy, ensuring a seamless and exceptional experience throughout the customer’s lifecycle. This includes oversight of customer success, professional services, and customer support to drive growth, retention and customer satisfaction.

Reporting directly to the CEO, the CCO will leverage extensive global leadership experience to manage and scale operations across multiple regions. As a key member of the executive team, the CCO will champion a customer-first approach across the organization, developing and approving initiatives to enhance people, processes, and systems that directly impact the customer experience.

The candidate must be based in Greater Boston area or Montreal, Canada and will  work remotely from home office.

KEY RESPONSIBILITIES:

Customer Success:

• Develop and implement a customer success strategy that enables our enterprise customers to realize the full value of our solutions
• Drive cross-sell/up-sell opportunities through strong customer relationships built upon a thoughtful interaction strategy
• Create high customer touch with EBRs, monthly check-ins and weekly touchpoints across various layers in the organization
• Make customer health scores of “green” the new normal
• Build a team of talent that has the professional acumen and industry expertise to earn the trust of each customer
• Collaborate with the sales and product teams to ensure customer needs and feedback are integrated into the product roadmap.

Professional Services:

• Create an efficient onboarding process for each customer that is delivered on time and budget
• Create a revenue model that supports the overall solution sale and monetizes value added work and change orders
• Improve utilization of the team through better methods and documented methods
• Ensure that the implementation team is equipped with the necessary tools and training to support customer needs.

Customer Support:

• Evolve customer support into a market differentiator for our global customers
• Implement tiered support and 24x7 methodology
• Develop a revenue model that satisfies needs of our customers that require higher touch and also creates a revenue stream for our company
• Bring down first call response and average time to resolution times across all size customers
• Implement and monitor support metrics to ensure high levels of customer satisfaction and service
• Develop and maintain knowledge bases and support resources to empower customers and support staff.

Cross-Functional Collaboration:

• Work closely with sales, marketing, product, and development teams to ensure alignment and a customer-centric approach across the organization.
• Advocate for the customer in str