Manager, Member Experience Vendors - Technical.ly

Manager, Member Experience Vendors

Inspire |  Philadelphia, PA | Other

Job Description
Perks + Benefits
Company Culture
Technical.ly Coverage

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
  • 50% 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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Health & Wellness
  • Dental Insurance
  • Employee Assistance Program (EAP)
  • FSA
  • Health Insurance
  • Life Insurance
  • Long Term Disability
  • Mental Health Benefits
  • Short Term Disability
  • Vision Insurance
Other
  • Community Service Programs
  • Pet Friendly Office
Parental Benefits
  • Childcare Assistance Programs
  • Family Medical Leave
  • Flexible Work Schedule
  • Nursing Room
  • Parental Leave
Perks & Discounts
  • Bring Your Own Device Reimbursement
  • Casual Dress
  • Home Office Stipend
  • Offsite Company Events
  • Snacks Provided
Professional Development
  • Employee Recognition Programs
  • Training & Development Budget
Retirement & Stock Options Benefits
  • 401k with company contribution
Vacation & Time Off Benefits
  • Commitment to Work/Life Harmony
  • Paid Holidays
  • Paid Sick Days
  • Unlimited PTO

What makes Inspire an exciting place to work?

We are constantly working towards something bigger than ourselves. Our mission is what inspires and connects us. But we're also raising awareness for customers that they have choices when it comes to choosing an energy source.

Roughly 20% of your overall carbon emissions come from your home — which is huge. You can eliminate that 20% from your carbon footprint simply by deciding to go with Inspire.

Through data, we empower customers by informing them of their choices and giving them an option to positively impact the environment.

 

What’s unique about working on Inspire’s tech team?

Between Philly and Santa Monica, we have about 60 people on our tech team. Being small, we’re able to bond and work together closely. Everyone across the entire team has a hand in creating something for customers. No one group comes up with ideas or roadmaps and presents them to the rest of the group; we collectively decide what we should be working on and how we can work towards bringing Inspire’s overall mission to life.

We’ve created a very supportive and uplifting subculture. It’s not just about social events; it’s about asking, “How can we grow together? How can we work better together?”

 

How has Inspire has worked to improve employee work/life balance during the pandemic?

Due to the always-on nature of working from home during quarantine, we found that people had started working more hours and taking less PTO. Even when we told people to take time off, they still seemed to check in and contribute. We established “bonus days,” where every other Friday is off for the entire company. That way, no one is working, employees don’t feel that they are missing anything, and everyone can truly relax and recharge.

 

What qualities make someone a promising job candidate at Inspire?

Everyone at Inspire is driven by the mission to expand access to clean energy and work toward a zero-net carbon future. So we look for candidates who have that same passion for taking care of our earth. We’re a company of team players who collaborate closely, always ready to hop on Zoom to solve problems as a team.

From a tech perspective, we want talented engineers of all levels, but we are also looking for people who also think deeply about the Inspire user and build features and solutions that work for them. People who are interested in their careers and helping grow the careers of those they work with share knowledge and level up their skill sets.

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