Senior Channel Agent Experience Specialist

Senior Channel Agent Experience Specialist

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• **Date**: May 7, 2024
• **Location**: Juno Beach FL, US 33408
• **Company**: NextEra Energy
• **Requisition ID**: 79948

NextEra Energy Resources is the world's largest generator of renewable energy from the wind and sun and a world leader in battery storage. We provide energy-related products and services that grow our economy, protect the environment, support our communities, and help customers meet their energy needs. We are leading the decarbonization of the U.S. economy with our goal to reach Real Zero carbon emissions from our operations by 2045 while improving customer affordability and reliability. Are you interested in creating a cleaner environment for future generations? Join our world-class innovative team today.

Position Specific Description

• This position can be based out of our HQ in Juno Beach FL or can be fully remote.
• The Customer Experience and Success team at EverBright is seeking a dynamic individual to oversee strategic initiatives pertaining to agent experience and channel management. As the Senior Channel Manager Agent Experience Specialist, you will be responsible for enhancing the agent journey by refining processes, optimizing technology usage, and fostering effective communication channels. Collaborating closely with cross-functional teams, you will identify areas for improvement and implement solutions to maximize operational efficiency and enhance agent satisfaction. Your role will be pivotal in driving agent engagement and productivity, ultimately contributing to the success of our channel partners and the overall growth of EverBright.

Job Overview

• Employees in this role lead the development, implementation, and ongoing management of customer experience strategies to increase and improve service levels, customer retention efficiencies, and profitability across all business lines. Individuals will act as the voice of the customer in all programs and company efforts and own the overall customer experience. This position works cross-functionally and has both strategic and hands-on elements, which includes direct customer interactions as well as leading cross-functional teams. Employee success will be measured by improvements in customer value, satisfaction, loyalty, repeat business, and retention.

Job Duties/Responsibilities

• Lead cross-functional team to develop and implement a comprehensive customer experience model.
• Implement means to cost-effectively measure customer satisfaction across all business lines.
• Design and support user experiences, system enhancements, and process changes, as well as develop requirements, perform system testing, and ensure business goals are met.
• Act as a change agent by engaging stakeholders cross-functionally and advocating for improvements and adoption of changes.
• Lead customer retention initiatives across all business lines.
• Coordinate across sales, marketing, operations, and customer service to manage all customer interactions.
• Develop customer life cycle touchpoint maps to drive customer processes.
• Develop and implement an ongoing plan to capture voice of the customer and use findings to drive improvements.
• Interact with customers to improve customer satisfaction and retention.
• Perform other job-related duties as assigned.

Required Qualifications

• High School Grad/GED, Bachelor's, or Equivalent Experience.
• Experience: 2 years.

Job Overview

• Employees in this role are responsible for driving the success and satisfaction of our key accounts and work closely with the customer success team to develop strategies and initiatives designed to maximize customer retention and expansion. The primary focus will be to ensure customers achieve their desired outcomes, maintain a high level of engagement, and derive maximum value. Through effective relationship building and strategic thinking, this job plays a crucial role in driving customer success and fostering long-term partnerships. This job will also share their proficiency with customers through technical evaluations, demos, presentations, and ongoing advisory support.

Job Duties/Responsibilities

• Develop and implement customer success strategies to drive adoption, engagement, and customer satisfaction.
• Collaborate with cross-functional teams to align customer success initiatives with overall business goals.
• Drive product adoption and proactively engage with key accounts to ensure their success.
• Oversee the onboarding process for new accounts.
• Address escalated technical issues from the software support team.
• Mentor team members and establish strong personal relationships with customers.
• Perform other job-related duties as assigned.

Required Qualifications

• Bachelor’s Degree.
• Experience: 4 years.

Preferred Qualifications

• Bachelor’s Information Systems.
• Bachelor’s Engineering.
• Project Management Professional (PMP).
• Six Sigma Yellow Belt Certified.

Employee Group

• Exempt

Employee Type

• Full Time

Job Category

• Customer Service

Organization

• NextEra Energy Project Management LLC

Relocation Provided

• Yes, if applicable

NextEra Energy is an Equal Opportunity Employer. Qualified applicants are considered for employment without regard to race, color, age, national origin, religion, marital status, sex, sexual orientation, gender identity, gender expression, genetics, disability, protected veteran status, or any other basis prohibited by law. We are committed to a diverse and inclusive workplace. NextEra Energy provides reasonable accommodation in its application and selection process for qualified individuals, including accommodations related to compliance with conditional job offer requirements consistent with federal, state, and local laws. Supporting medical or religious documentation will be required where applicable and permitted by applicable law. To request a reasonable accommodation, please send an email to recruit@email.com.