Manager, Member Experience Vendors at Inspire

| Santa Monica
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About Us

Inspire is a clean energy technology company on a mission to transform the way consumers access clean energy and to accelerate the world’s transition to a net-zero carbon future.

We provide our customers with access to renewable energy from wind, solar, and hydro powered sources without service interruptions or costly installations at a flat, predictable monthly rate. For every year that a customer spends with Inspire Clean Energy, they have a greater impact on climate change than 10 years of strict recycling.

Our rapidly growing team of mission-driven, climate enthusiasts is passionate, innovative and committed to a better future for the planet.

POSITION SUMMARY

Inspire’s Manager of Member Experience (MX) Vendors will be the key thread between our internal Member Experience Team, and our external MX vendors who contribute to providing a best in class experience to our members. This person is highly organized, has excellent communication skills, and thrives at managing relationships. You are motivated in ensuring our MX vendors hit their monthly targets, and will constantly be looking for ways to optimize both performance and operations.

THE MANAGER, MEMBER EXPERIENCE VENDORS HAS 4 MAIN RESPONSIBILITIES

  • Manage all external Member Experience vendors on current programs (member support), and launch future programs (renewals, winbacks, etc) to help scale Inspire’s Member Experience capabilities
  • Report weekly on vendor performance and areas of opportunity
  • Ensure all vendors are hitting monthly Sales Conversion, Retention, and Quality targets
  • Communicate updates, trainings, marketing campaigns and any other relevant to vendors to set them up for success

SOME YEAR 1 DELIVERABLES

  • Hit Inbound Sales conversion target of 55% or better
  • Hit retention rate target of 55% or better
  • Launch a rolloff renewal program via external Mx vendor
  • Grow Inspire’s winback channel by 25% or more

SUCCESS METRICS

  • 55% IB Sales Conversion
  • 55% Retention Rate
  • 85 CSAT
  • 85% phone service level

DESIRED TRAITS

  • Problem solver (we may not have a process for everything but that won’t get in my way)
  • Adaptive (I’m able to pivot myself and my vendors to meet Inspire’s objectives)
  • People person (I am a strong communicator and will have patience with our external vendors who may operate differently than we do internally)
  • Motivated (I am activated by ambitious goals and will give my vendors the focus they need to be successful)

EXPERIENCE

  • Must Have
    • 4 years previous vendor management experience
    • Experience in a call center environment, with specific experience in a retention and sales function
    • Experience onboarding and training new vendors and agents
    • Strength in identifying areas of opportunity or growth within a program and implementing solutions for improvement
    • Ability to work cross-functionally in a fast paced environment
  • Nice to Have
    • Experience managing a P&L for a call center or call center vendor relationship
    • Previous energy industry experience
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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • RubyLanguages
    • SqlLanguages
    • SQLLanguages
    • ReactLibraries
    • AngularJSFrameworks
    • Ruby on RailsFrameworks
    • MongoDBDatabases
    • PostgreSQLDatabases
    • RedisDatabases

An Insider's view of Inspire

How does your team reward individual success?

Each month we award an "Avenger of the Month". This is an employee that embodies one of our values: Own It, Study It, Coach It, Live It.

Inspire

Team

What are Inspire Perks + Benefits

Inspire Benefits Overview

Inspire’s culture balances the serious nature and tone of a professional company with the move-fast-and-execute tone of a rapidly growing emerging tech company. We believe in working hard and producing, but doing it in a positive and friendly environment where collaboration is rampant.

Inspire calls its employees Avengers. It’s a team out to even the score on behalf of the common man, to challenge the status quo and confront apathy and old-world bureaucracy. Every Avenger lives for the mission: To build the world’s most consumer-focused clean power platform and inspire a connected moment towards a brighter energy future. Avengers are scrappy, restless, humble and committed to balancing passion with purpose and profit.

Inspire offers competitive compensation and equity packages, plus benefits such as health, vision, life, and dental insurance - Not to mention, unlimited vacation, 401(k) plan, a dog friendly workplace & LOTS of cupcakes!

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Inspire provides employees with a flexible work schedule that includes flexible start and end times.
Remote Work Program
Our remote work program includes work remotely on occasion as needed.
Family Medical Leave
Company sponsored family events
Inspire sponsors family oriented events annually.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Full-time Inspire employees receive unlimited PTO.
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Parking
Pet Friendly
Recreational Clubs
Relocation Assistance
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Inspire offers employees professional development opportunities like onsite training courses, the ability to attend job related conferences and seminars.
Lunch and learns
Inspire hosts lunch and learn meetings once per month.
Cross functional training encouraged
Promote from within
Customized development tracks
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