Customer Experience Director

2 months ago

Arlington, United States Fluence Full time

**Customer Experience Director**

Arlington, VA, USA / Product Management & Marketing / Full-time Fluence, a Siemens and AES company, is the global market leader in energy storage technology solutions and services, combining the agility of a technology company with the expertise, vision and financial backing of two well-established and respected industry giants. Building on the pioneering work of AES Energy Storage and Siemens energy storage, our goal is to create a more sustainable future by transforming the way we power our world. Providing design, delivery and integration, Fluence offers proven energy storage technology solutions that address the diverse needs and challenges of customers in a rapidly transforming energy landscape.

Fluence currently has more than 2.4 gigawatts of projects in operation or awarded across 24 countries and territories worldwide. We topped the Navigant Research utility-scale energy storage leaderboard in 2018 and were named one of Fast Companys Most Innovative Companies in 2019. In 2020, our sixth-generation Tech Stack won Commercial Technology of the Year at the 22nd annual S&P Global Platts Global Energy Awards. **OUR CULTURE AND VALUES** We are guided by our passion to transform the way we power our world. Achieving our goals requires creativity, diversity of ideas and backgrounds, and building trust to effect change and move with speed.

**We are Leading** Fluence currently has 2,750+ MW of energy storage projects operated or awarded worldwide in addition to the 3,400+ MW of projects managed by our trading platformand we are growing every day.

**We are Responsible** Fluence is defined by its unwavering commitment to safety, quality, and integrity.

**We are Agile** We achieve our goals and meet our customers needs by cultivating curiosity, adaptability, and self-reflection in our teams.

**We are Fun** We value the diversity in thought and experience of our coworkers and customers. Through honest, forthcoming, and respectful communications we work to ensure that Fluence is an inclusive and welcoming environment for all.

The Customer Experience (CX) Director will lead the development and expansion of the CX function at Fluence. This role will build our CX program by defining the capabilities and team to enable Fluence to better gather insights across the customer journey, work with functional teams to identify gaps, and coordinate actions to improve the overall customer experience. The role requires a builder and a leader with a vision for how to improve organizational processes to achieve greater customer satisfaction from initial sale to implementation and ongoing support. The CX Director will lead the charge in addressing customer pain points, making informed data driven recommendations to the org on how to improve the customer experience. **As the Customer Experience Director, you will:**

+ Develop, implement, and manage tools and processes to understand customers including our digital survey platform. Expand Fluences survey touchpoints in coordination with sales, sales engineering, growth, services, product management and product marketing.

+ Monitor and measure performance against customer expectations and centralize, analyze, and synthesize customer feedback and data.

+ Identify and report on meaningful metrics to the org that are aligned to goals and outcomes (such as NPS, Satisfaction scores, customer loyalty metrics, etc.). Share insights from customer research throughout the organization.

+ Proactively design programs that help us improve customer satisfaction and customer loyalty.

+ Work cross-functionally to identify areas for improvement in the customer experience across the customer journey. Own the strategy to achieve the desired and intended customer experience. Define actions, owners, deadlines, and own the results of such strategy.

+ Develop/refresh the customer journey mapping for different regions and product lines.

+ Establish a Customer Advisory Board to gain insights and facilitate ongoing interaction and engagement with key customer accounts.

+ Prepare internal and external communications about the work that is being done.

+ 5+ years of experience in CX, market research or closely related job functions

+ Experience working in companies deploying technical products and services with complex buying cycles and long product lifetimes preferred, although any candidates with excellent CX experience are encouraged to apply. Experience in the energy sector is a plus but not required.

+ A bachelors degree with emphasis in business, marketing, market research, operations, or related field. MBA is preferred but not required.

+ Strong communication skills and the ability to build relationships across teams.

+ Desire to build, solve problems, and a hunger for learning new things.

+ Passion for helping Fluence and our customers accelerate the clean energy future.

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