Runwise is looking for a SeniorManager, Customer Onboarding who is highly motivated, results-oriented, and focused on business growth opportunities. This is a pivotal role reporting directly to the COO.
Runwise (www.runwise.com) is a fast-paced, customer-focused New York City / Boston based energy tech startup that controls and runs the heating systems in over 4000 + buildings throughout the Northeast. Runwise’’s unique hardware and software service significantly reduces energy usage, substantially lowering costs and carbon output. As of today Runwise’s technology takes the equivalent of 15,000 cars worth of carbon emissions off the road each year.
As the Senior Manager of Customer Onboarding at Runwise, you will have the opportunity to work closely with a variety of property companies from large owners to individual coops and condos. Each customer and each building has unique needs and you will oversee the team who helps get them up and running on a path to run their heating systems in a more energy efficient way that also makes tenants more comfortable. You will be responsible for managing and building our customer onboarding team’s operations and shaping our best practices.
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Responsibilities will include, but are not limited to:
- Setting the overall vision and strategic plan for the Customer Onboarding organization - focusing on driving product adoption, leading a positive first touch customer experience, and driving growth through seamless onboarding from sales to initial building install
- Ensuring that the handoff from sales to service goes smoothly and transfers the trust the customer has built up with their AE partner
- Defining and optimizing the early customer journey by driving education and initiatives to improve engagement and adoption of the product post-installation
- Structuring the rebate onboarding specialists (process & tooling) who administer applications related to National Utilities to get funding for sold projects
- Develops and maintains strategic relationships at main National Utilities that rebate funding comes from
- Ensure the organization is data-driven - tracking metrics like CSAT
- Building and leading a world-class team of Customer Onboarding Managers & Rebate Onboarding Administrative Specialists:
- Recruiting and developing a high performing team
- Developing company-wide customer onboarding motions, integrating processes from content and data to/from stakeholder organizations (e,g., Marketing, Sales, Product/Engineering, etc)
- Driving operational practices to track performance of teams and individuals
- Working closely with the sales and operations to align on handoffs, first touch customer delight, and identification of early upsell opportunities
Who you are:
- You have 5+ years of experience as a customer onboarding/success manager
- You have 3+ years experience managing a customer onboarding/success team
- You have executive presence and can concisely articulate value to anyone, at any level
- You excel in problem-solving and have strong analytical skills - continuously thinking “How can I make this better?
- You have a strategic mindset and excellence in execution
- You have experience with tools like Salesforce
- You are willing to dive in and learn the in and outs of the real estate & HVAC business.
This is an excellent opportunity to join a fast-growing company and create a career path beyond this initial role. You will be surrounded by talented people where you will learn about real estate and software/managed services sales at a very fast growing tech company, whilst having a tangible impact on reducing carbon emissions across the country.
Target Salary: $135,000-$155,000 (Salary varies on experience)
United States
