Customer Service Manager

CYPRESS CREEK RENEWABLES, LLC•Durham, NC

50d•$75,000 - $95,000•Hybrid

About The Position

Cypress Creek Renewables is powering a sustainable future, one project at a time. We develop, finance, own and operate utility-scale and distributed solar and storage projects across the country. Fostering a diverse group of innovative thinkers from all backgrounds, Cypress people are drawn to work in a purpose-driven organization. We hope you will join us. We are seeking a detail-oriented and client-focused Customer Service Manager (CSM) to oversee day-to-day client support and operational excellence within our Solar and Storage Operations and Maintenance (O&M) division, Cypress Creek Solutions. The CSM will ensure service delivery aligns with client expectations, maintain strong relationships, and continuously seek improvements to enhance client satisfaction. This role requires strong organizational, communication, and problem-solving skills, as well as an understanding of the renewable energy industry.

Requirements

Bachelor's degree in business, engineering, renewable energy, or a related field (or equivalent experience).
3+ years of experience in customer service, operations, or a related role, preferably within the renewable energy or utilities sector.
Familiarity with Solar PV and Energy Storage systems, including their operations and maintenance.
Experience with service management tools, CMMS platforms, and reporting systems.
Exceptional interpersonal and communication skills.
Strong organizational and problem-solving abilities.
Ability to manage multiple priorities and maintain attention to detail in a fast-paced environment.
Embrace and live by the mission and values of Cypress Creek Renewables.

Responsibilities

Serve as a primary point of contact for daily operational inquiries and client requests.
Troubleshoot and resolve service-related issues promptly, ensuring alignment with service level agreements (SLAs).
Prepare for and facilitate weekly or bi-weekly customer discussions to review ongoing activities, updates, and concerns.
Ensure the delivery of Solar and Storage O&M services meets client expectations and SLAs.
Collaborate with internal teams, including field technicians and engineers, to address operational challenges and maintain service continuity.
Proactively monitor service activities to ensure timely and efficient execution of maintenance schedules and issue resolution.
Conduct regular check-ins to monitor client satisfaction and address concerns.
Facilitate service performance reviews with clients to ensure transparency and alignment.
Obtain updates on ongoing service activities and communicate effectively with clients to manage expectations.
Identify areas for improvement in operational workflows and collaborate with internal teams to implement solutions.
Provide regular, detailed reports on service metrics, including uptime, response times, and client satisfaction levels.
Manage ShareFolder and CMMS (Computerized Maintenance Management System) access, ensuring proper documentation uploads and compliance with client requirements.
Partner with the Account Manager (AM) to ensure alignment on client strategies, objectives, and growth opportunities.
Escalate strategic concerns, client challenges, or potential growth opportunities to the AM as needed.
Collaborate with cross-functional teams to ensure smooth service delivery and continuous improvement.