Arcadia is a technology company revolutionizing the energy industry. We make choosing clean energy easy for everyone, no matter where you live or who your utility provider is. Founded in 2015, Arcadia set out with one purpose that continues to drive us today: a 100% clean energy future.

Tackling one of the world’s biggest challenges – climate change – requires out-of-the-box thinking and diverse perspectives, so we’re building a team of individuals from all different backgrounds, industries, and educational experiences. If you share our passion for building a future powered by 100% renewable energy, we look forward to receiving your application and learning what you would uniquely bring to our organization!

What we’re looking for:

The Senior Manager, B2B Customer Support, is the functional leader of the B2B Support team and plays a key strategic and operational role within the broader Member Experience team. This role is responsible for the development and delivery of a best-in-class customer experience for a variety of B2B customer types, ranging from large corporations to small businesses.

The ideal candidate is a fast learner, master implementer, and delegator who possess a proven ability to own projects from conception through to fruition. A commitment to understanding and using data to tell stories, make decisions, and drive outcomes is a must, as is a mastery in customer support. The Sr. Manager, Customer Support, B2B, will be a customer-obsessed team leader that will manage a team of agents tasked with meeting and exceeding company KPIs that support Arcadia’s B2B accounts with outcomes that reflect best-in-class standards and levels of member satisfaction from onboarding through to first bill and beyond. 

This role reports directly to the Sr. Director of Member Experience.

What you'll do:

• Develop and execute strategic plans to facilitate a successful partner onboarding, increase contract value, and foster improved comprehension through strategic customer engagement
• Partner with the Account Management team and other functions to maximize customer lifetime value (CLV) through higher product adoption, health scores, customer satisfaction, retention and expansion, in particular
• Grow and develop the Customer Support, B2B team into a high performing function
• Work with internal stakeholders, including Marketing, Sales, and Product, to develop assets and toolkits that excite, educate, and drive a best-in-class customer experience
• Participate in revenue and health forecasting
• Partner with stakeholders to define and deliver on a best-in-class customer experience
• Personally work with our largest accounts (companies w/ 10K+ employees) to establish meaningful relationships
• Participate in formulating key strategic decisions as a part of the CS leadership team

What will help you succeed:Must-haves:

• 7+ years of Account Management or Customer Success experience working with high-touch Enterprise-level accounts 
• Experience in the energy industry
• Prior people management experience, particularly managing customer success teams
• Proven ability to work with data and make data-driven decisions
• Exceptional organizational and interpersonal skills
• Exceptional written and verbal skills
• Passion for the environment and ability adapt to a fast-paced and ever-changing environment

Nice-to-haves:

• Familiarity with CRM software such as Zendesk or Salesforce

Benefits:

• Market-based compensation (salary + equity)
• Healthcare, dental, vision, 401(k), and commuter benefits
• Paid Time Off (holidays, vacation, professional development, volunteer, parental leave)
• Professional development opportunities
• All-company lunches
• Free clean energy
• A chance to decarbonize and disrupt the energy sector

Eliminating carbon footprints, eliminating carbon copies.

Here at Arcadia, we cultivate diversity, celebrate individuality, and believe unique perspectives are key to our collective success in creating a clean energy future. Arcadia is committed to equal employment opportunity regardless of race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, protected veteran status, or any status protected by applicable federal, state, or local law. While we are currently unable to consider candidates who will require visa sponsorship, we welcome applications from all qualified candidates eligible to work in the United States.