Customer Service Manager

 

 

The Company

Cypress Creek Renewables is powering a sustainable future, one project at a time. We develop, finance, own and operate utility-scale and distributed solar and storage projects across the country. Fostering a diverse group of innovative thinkers from all backgrounds, Cypress people are drawn to work in a purpose-driven organization. We hope you will join us.

 

The Company 

Cypress Creek Renewables (CCR) is a leading renewables IPP. We develop, finance, own and operate utility-scale and distributed solar and storage projects across the country. Our mission is to power a sustainable future, one project at a time. Since inception, CCR has a development pipeline of more than 30GW. Today we own 2.2GW of solar and through our Operations and Maintenance Services business, Cypress Creek Solutions, we operate 4.9GW of solar projects. The Cypress Creek Solutions organization offers a variety of services to the solar and storage market including turnkey operations and maintenance contracts, module washing, array services, EPC milestone inspections, and Inverter Specialty Services. 

Fostering a diverse group of innovative thinkers from all backgrounds, CCR people are drawn to work in a purpose-driven organization. We hope you will join us.

 

Position Overview
We are seeking a detail-oriented and client-focused Customer Service Manager (CSM) to oversee day-to-day client support and operational excellence within our Solar and Storage Operations and Maintenance (O&M) division, Cypress Creek Solutions. The CSM will ensure service delivery aligns with client expectations, maintain strong relationships, and continuously seek improvements to enhance client satisfaction. This role requires strong organizational, communication, and problem-solving skills, as well as an understanding of the renewable energy industry.

 

Key Responsibilities

• Day-to-Day Issue Resolution
  • Serve as a primary point of contact for daily operational inquiries and client requests.
  • Troubleshoot and resolve service-related issues promptly, ensuring alignment with service level agreements (SLAs).
  • Prepare for and facilitate weekly or bi-weekly customer discussions to review ongoing activities, updates, and concerns.
• Service Delivery Oversight
  • Ensure the delivery of Solar and Storage O&M services meets client expectations and SLAs.
  • Collaborate with internal teams, including field technicians and engineers, to address operational challenges and maintain service continuity.
  • Proactively monitor service activities to ensure timely and efficient execution of maintenance schedules and issue resolution.

• Customer Satisfaction
  • Conduct regular check-ins to monitor client satisfaction and address concerns.
  • Facilitate service performance reviews with clients to ensure transparency and alignment.
  • Obtain updates on ongoing service activities and communicate effectively with clients to manage expectations.
• Process Improvement and Reporting
  • Identify areas for improvement in operational workflows and collaborate with internal teams to implement solutions.
  • Provide regular, detailed reports on service metrics, including uptime, response times, and client satisfaction levels.
  • Manage ShareFolder and CMMS (Computerized Maintenance Management System) access, ensuring proper documentation uploads and compliance with client requirements.

 

• Internal Collaboration
  • Partner with the Account Manager (AM) to ensure alignment on client strategies, objectives, and growth opportunities.
  • Escalate strategic concerns, client challenges, or potential growth opportunities to the AM as needed.
  • Collaborate with cross-functional teams to ensure smooth service delivery and continuous improvement.

 

Education and Experience

• Bachelor’s degree in business, engineering, renewable energy, or a related field (or equivalent experience).
• 3+ years of experience in customer service, operations, or a related role, preferably within the renewable energy or utilities sector.

Technical Skills

• Familiarity with Solar PV and Energy Storage systems, including their operations and maintenance.
• Experience with service management tools, CMMS platforms, and reporting systems.

Soft Skills

• Exceptional interpersonal and communication skills.
• Strong organizational and problem-solving abilities.
• Ability to manage multiple priorities a