Customer Operations Lead

Burlington, Massachusetts, United States | Operations | Full-time

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Customer Operations Lead

 

If you have a desire to grow with a dynamic company making a major contribution to sustainability, have great advancement opportunities as we expand our solutions worldwide, and thrive in a fast-paced, exciting environment, then this opportunity with WindESCo is for you.

WindESCo is a rapidly growing company helping to create a better planet by increasing the green energy output from existing wind farms. We do this by combining the power of engineering, machine learning and IIoT. Our solutions are currently optimizing wind plants in 8 countries across 3 continents. We have an immediate opening for a Customer Operations Lead based in our headquarters in Burlington, MA.

To learn more about WindESCo, please visit www.windesco.com or view our corporate video.

Job Description

To support our growth, we are looking for a Customer Operations Lead to support the delivery of our solutions to customers at new and existing wind farms.  Each project and opportunity will have unique challenges that must be addressed to enable customer success with our solutions.  This position requires you to lead the execution of customer contracts including project management and maintaining a strong relationship with the customers.  You will also work with our sales team to support proposals and other technical sales requirements.  You will work with the rest of the WindESCo  team to help define and create scalable tools and processes to enable the Customer Operations team to quickly and effectively respond to customers with minimal input from the rest of the WindESCo team so that they can focus on developing tools and innovating.   You will also help as a representative of the voice of the customer as we define future products.  This is a highly technical product and, while do not expect you to be a technical expert, we do expect you to have the skills to learn how to be a resource for our customers in applying our product in common situations.  It is critical that you are passionate about customer service, since our future will be significantly impacted by how well you work with customers.  

Responsibilities

  • Support implementation of our wind plant optimization solutions at customer wind plants
  • Develop strong, long-term relationships with our customers
  • Be a resource for our customers in applying our products,  bringing expertise from the rest of our team as required to address requirements you can’t resolve
  • Lead the preparation and presentation of project status to customers 
  • Develop outstanding project management processes and tools including both internal and external status communication
  • Develop Customer Operations processes to ensure quality and consistency as we scale
  • Help define analysis tools needed for Customer Operations and work with the Technical Operations team to get them developed.
  • Contribute as the voice of the customer in identifying new product and product improvement opportunities
  • Partner with the sales team to deliver technical support and to review technical proposals

Requirements

  • A strong track record of developing customer relationships and very happy customers
  • Excellent project management skills and demonstrated ability to consistently meet deadlines in complex and challenging environments
  • Strong communication skills, both internal and external, including presentation & collaboration
  • Bachelor’s degree
  • Eligible to work in the US

Preferred Requirements

The following skills and experience would be beneficial to carrying out the job responsibilities, but are not required to be eligible for this position:

  • Experience with the wind industry, especially with wind farm operations
  • Experience working with international teams or customers
  • Experience with customer delivery tools and processes
  • Bachelor’s degree in engineering or science
  • PMP certification or equivalent

Benefits

WindESCo provides competitive compensation plans.  In addition, you would receive excellent health and dental insurance, 401k and paid time off.   

WindESCo has established a progressive workplace that is collaborative, and team focused.  If you believe you would be an excellent fit and would like to join the WindESCo team, please submit your resume.