Chief Customer Officer (Greater Boston or Vermont 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 strategic planning and decision-making
• Drive customer-centric culture and practices throughout the company.

Data and Analytics:

• Be a super user of data and analytics to understand customer behavior, preferences, and pain
• Develop deep proficiency in key metrics to drive efficiency and revenue across the customer facing functions. Deliver insightful reports and insights to the executive team on customer trends and performance.

REQUIRED COMPETENCIES:

• Bachelor’s degree in business, Marketing, or a related field; MBA or other advanced degrees
• Proven experience in the top position for a global customer organization within a SaaS company,
• Exposure highly preferred in verticals such as renewable energy, energy, industrial sectors, process industries, supply chain, oil and gas, and utilities.
• Proficiency in being metrics driven to drive business performance
• Demonstrated success in driving value for customers and revenue for the organization
• Exceptional communication skills, with the ability to understand and articulate customer perspectives, transforming insights into actionable strategies for customer success and business
• Advanced business experience with the ability to create, implement, and drive strategies, guidelines, and objectives that promote business growth, supported by data-driven reporting.
• Extensive global leadership experience, successfully managing teams and operations across multiple regions, with the ability to inspire and manage diverse teams effectively.

Personal Attributes:

• Customer-centric mindset with a passion for delivering exceptional experiences.
• Proactive and results driven
• Strong problem-solving skills and the ability to navigate complex challenges
• Collaborative and able to work effectively across departments.

WHY JOIN US

By joining the Power Factors team, you’ll be part of a dynamic group of innovative and driven individuals dedicated to making a positive impact. Every day, your work will directly contribute to advancing clean energy solutions and supporting global sustainability initiatives. Our culture runs deep and shows up in how we work together - committed, conscientious and collaborative. With many opportunities for professional growth, Power Factors is here to support your development as we lead the charge in transforming the energy industry.

WE ARE AN EQUAL OPPORTUNITY EMPLOYER

Power Factors is an Equal Opportunity Employer committed to engaging a diverse workforce and sustaining an inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.