CUSTOMER OPERATIONS MANAGER

Monaire

Elk Grove Village, IL, United States

Full-time

Job Description

About Monaire

Monaire is on a mission to revolutionize the management of heating and cooling systems, and bring energy efficiency to every light commercial building with AI-powered HVAC / R.

Heating, Ventilation and Air Conditioning (HVAC) and Refrigeration (HVAC / R) in 94% of commercial buildings in the US are operated inefficiently and fail without warning.

Commercial building owners and operators waste billions of dollars in energy, emergency repairs, downtime and food waste due to HVAC / R equipment failing.

Tragically, these systems also generate the same amount of greenhouse gasses as 43 million gas cars and contribute significantly towards global warming.

Monaire is building a tech-enabled service platform to reduce emissions from commercial HVAC / R and help owners / operators reduce waste and downtime.

Monaire launched its v1 product and services in March 2023 and has already signed on 150+ paid locations. Early customer adoption has spread organically and we now have a backlog of additional locations to serve, all without spending any money on marketing yet.

We are now in the process of building out the team to scale Monaire to 1000s of buildings by the end of 2024.

This is a unique opportunity to be one of the earliest members of our operations team and build a best-in-class, scalable Customer Operations function.

This is a hybrid role with occasional travel to customer locations across the Midwest. Candidates should be based in or within traveling distance to Chicago, Madison or Milwaukee areas.

Remote candidates will be considered if it is a strong fit.

What you'll do :

Hold overall account ownership : Serve as the primary point of contact for owned accounts, building strong relationships and acting as their advocate.

Proactively engage with customers to understand their goals, challenges, and opportunities to improve their energy efficiency and HVAC / R systems.

Conduct regular check-ins with customers to gather feedback, address issues, and ensure satisfaction.

Build and implement best-in-class customer service process : Cultivate a customer-centric culture with a strong focus on delivering exceptional experiences.

Work closely with our customers and key contacts from our Partner Contractor Network to develop effective processes to triage complex backend alerts and inbound inquiries.

Implement process improvements as needed to enable teams to scale effectively.

Develop scalable repairs management process : Work with our HVAC subject-matter experts and engineering team to develop a scalable engine for estimating, quoting, and driving customer approvals for repairs.
Drive internal collaboration : Collaborate with internal teams, including sales, product development, and support, to address customer needs.

Specific activities include facilitating user research, testing, and gaining product feedback for all new enhancements.

Drive retention and renewals : Monitor customer usage and adoption of our products, identifying opportunities for optimization and upsell.
Own and improve NPS & other key success metrics : Establish the team's vision, direction, and goals. Develop and deliver customer success KPIs tailored to each client's unique objectives.

Work closely with partners and key stakeholders to ensure priorities and objectives are aligned. Foster a culture of continuous learning by providing coaching, mentoring, and ongoing performance feedback to all team members.

Requirements

Who you are :

Customer-centric relationship-manager : Proven track record of building and maintaining strong client relationships and providing strategic guidance to customers.

Skilled at customizing your approach to new ICPs and activating customers in unique contexts.

Analytical problem-solver : Strong problem-solving abilities and a proactive approach to addressing customer needs. Resourceful and good commercial instincts.
Strong communicator : Exceptionally strong written & verbal communication skills; strong translator between different audiences.
Detail and process-oriented : Skilled at managing multiple complex work streams simultaneously and driving quickly toward results across dozens of client relationships.
Fast learner : Able to onboard quickly to quickly build context around HVAC / R industry fundamentals.
Change leader : Adept at overcoming challenges and navigating divers perspectives, capable of driving innovative thinking and practices both within your team and across the organization.
Forward-thinker : Proactively identify future opportunities and challenges to growth, ensuring the team is strategically aligned to address them.
3-5 years of experience in customer-facing BizOps, management consulting, or a similar role.
Ability to thrive in a dynamic, fast-paced environment and manage multiple priorities simultaneously.

Additional traits that would really get us going :

Demonstrated interest in scaling innovative AI & climate tech solutions in underserved industries
Unique, swiss-army-knife background that combines data analysis & business operations
Early stage startup experience, especially in scaling joint hardware / software / and tech-enabled service solutions
Any prior experience with HVAC and Refrigeration systems is a plus, but not necessary

Benefits