Senior Partner Success Specialist
2024-08-20
USA
Mosaic
Who We Are
We are creating the best way to finance clean energy for the home to help combat climate change. Mosaic partners directly with solar and home improvement professionals, who use our simple point-of-sale app to offer financing options to their customers. This makes it easy and affordable for families to make energy-efficient upgrades to their homes. Since 2012, Mosaic has funded more than $15 billion in loans through our platform and helped more than 1 million people prosper from clean energy. Join us as we work toward our vision of 100% clean energy homes across America.
The Opportunity
We are seeking an enthusiastic and experienced Senior Partner Success Specialist to help us catapult our Solar financing line of business. In this role, you will be working closely with our Sales, Operations, Product, Risk and other functional teams to strengthen partner relationships through loan-level support. If you are passionate about helping to build trust and loyalty with our installer partner network, hungry to problem solve and drive issues to resolution, and excited about our company's mission, then this is the role for you.
Location: We are a remote first company. This role can be based in most U.S. states.
Your day-to-day
A significant part of your week will be spent on the phone making both proactive outbound calls to partners and taking inbound calls from partners while providing exceptional customer service and solving problems as they arise
Own and manage accounts across the US: cultivate, retain, and foster the partnership
Guide installers through the lifecycle of a loan from start to finish through stellar installer support and troubleshooting
Partner with Sales to develop and deliver timely partner support, reporting, and analysis to larger accounts in your territory
Monitor partner health and reach out to partners before risks escalate and identify remediation options
Develop and maintain key partner relationships at the Owner, Sales Rep, and Admin levels.
Conduct pipeline reviews with installer partners to review aging jobs and establish a path forward for the loans in the pipeline
Discuss Mosaic’s product offerings with installers and initiate changes to installer offerings when needed
Implement targeted strategies to increase client engagement and improve performance for under-performing accounts within defined risk parameters
Act as escalated contact for installer issues for members of the team
Identify optimization opportunities for processes at the team, department and company level and propose a potential path forward or improvement for those opportunities
We are looking for someone with:
3+ years of Customer Support Experience
3+ years of Account Management experience
Amazing phone skills with a passion for relationship building
Demonstrated ability to meet performance goals through effective problem solving, a sense of urgency, and influencing others
Demonstrated organizational, analytical, customer problem solving skills
Deep commitment to growing the clean energy movement
Drive, intrinsic motivation and a commitment to team success
Strong integrity, interpersonal, customer engagement and account management skills
Experience using Salesforce.com to guide your work day
Comfortable with other forms of reporting technology: Tableau, Periscope, etc.
Bonus points for:
Documented top customer success, account management and/or customer support performance in a solar and/or financing industry
Experience training external customers on technology tools and company processes
Compensation: The base salary range for this position is $60,000-70,000. The position is eligible for a bonus in accordance with the terms of the applicable incentive plan. In addition, we’re proud to offer a range of competitive benefits.
Why Mosaic
As a customer focused and driven-to-win organization, there are many exciting reasons to join the Mosaic team. Mosaic has a dynamic, fast-paced, and entrepreneurial environment, which requires a professional, flexible, self-starter attitude. We believe in hiring talented and driven individuals and cultivating a culture of collaboration and appreciation.
Benefit Highlights:
Robust Health, Dental, and Vision Plans
Generous paid time off
401k Match
Lifestyle Spending accounts for professional wellness
Mental Health: Headspace subscription, online therapy sessions
…and more!
We are an equal opportunity employer and value diversity of backgrounds, perspectives and experience. Mosaic’s vision is 100% clean energy for all. In order to reach that vision, we believe we must build a diverse company where everyone is treated fairly and feels included. In turn, in accordance with Mosaic’s equal employment opportunity policy, we do not discriminate on the basis of race, religion, color, national origin, caste, gender identity or expression, sexual orientation, age, marital status, veteran status, disability status or any legally protected status.
We are creating the best way to finance clean energy for the home to help combat climate change. Mosaic partners directly with solar and home improvement professionals, who use our simple point-of-sale app to offer financing options to their customers. This makes it easy and affordable for families to make energy-efficient upgrades to their homes. Since 2012, Mosaic has funded more than $15 billion in loans through our platform and helped more than 1 million people prosper from clean energy. Join us as we work toward our vision of 100% clean energy homes across America.
The Opportunity
We are seeking an enthusiastic and experienced Senior Partner Success Specialist to help us catapult our Solar financing line of business. In this role, you will be working closely with our Sales, Operations, Product, Risk and other functional teams to strengthen partner relationships through loan-level support. If you are passionate about helping to build trust and loyalty with our installer partner network, hungry to problem solve and drive issues to resolution, and excited about our company's mission, then this is the role for you.
Location: We are a remote first company. This role can be based in most U.S. states.
Your day-to-day
A significant part of your week will be spent on the phone making both proactive outbound calls to partners and taking inbound calls from partners while providing exceptional customer service and solving problems as they arise
Own and manage accounts across the US: cultivate, retain, and foster the partnership
Guide installers through the lifecycle of a loan from start to finish through stellar installer support and troubleshooting
Partner with Sales to develop and deliver timely partner support, reporting, and analysis to larger accounts in your territory
Monitor partner health and reach out to partners before risks escalate and identify remediation options
Develop and maintain key partner relationships at the Owner, Sales Rep, and Admin levels.
Conduct pipeline reviews with installer partners to review aging jobs and establish a path forward for the loans in the pipeline
Discuss Mosaic’s product offerings with installers and initiate changes to installer offerings when needed
Implement targeted strategies to increase client engagement and improve performance for under-performing accounts within defined risk parameters
Act as escalated contact for installer issues for members of the team
Identify optimization opportunities for processes at the team, department and company level and propose a potential path forward or improvement for those opportunities
We are looking for someone with:
3+ years of Customer Support Experience
3+ years of Account Management experience
Amazing phone skills with a passion for relationship building
Demonstrated ability to meet performance goals through effective problem solving, a sense of urgency, and influencing others
Demonstrated organizational, analytical, customer problem solving skills
Deep commitment to growing the clean energy movement
Drive, intrinsic motivation and a commitment to team success
Strong integrity, interpersonal, customer engagement and account management skills
Experience using Salesforce.com to guide your work day
Comfortable with other forms of reporting technology: Tableau, Periscope, etc.
Bonus points for:
Documented top customer success, account management and/or customer support performance in a solar and/or financing industry
Experience training external customers on technology tools and company processes
Compensation: The base salary range for this position is $60,000-70,000. The position is eligible for a bonus in accordance with the terms of the applicable incentive plan. In addition, we’re proud to offer a range of competitive benefits.
Why Mosaic
As a customer focused and driven-to-win organization, there are many exciting reasons to join the Mosaic team. Mosaic has a dynamic, fast-paced, and entrepreneurial environment, which requires a professional, flexible, self-starter attitude. We believe in hiring talented and driven individuals and cultivating a culture of collaboration and appreciation.
Benefit Highlights:
Robust Health, Dental, and Vision Plans
Generous paid time off
401k Match
Lifestyle Spending accounts for professional wellness
Mental Health: Headspace subscription, online therapy sessions
…and more!
We are an equal opportunity employer and value diversity of backgrounds, perspectives and experience. Mosaic’s vision is 100% clean energy for all. In order to reach that vision, we believe we must build a diverse company where everyone is treated fairly and feels included. In turn, in accordance with Mosaic’s equal employment opportunity policy, we do not discriminate on the basis of race, religion, color, national origin, caste, gender identity or expression, sexual orientation, age, marital status, veteran status, disability status or any legally protected status.