Director of Customer Service and Deployment, Gradient Comfort
$150-200k
+ Equity
2-3 days a week in office
Hybrid cooling and heating system
Open for applications
Hybrid cooling and heating system
21-100 employees
Open for applications
$150-200k
+ Equity
2-3 days a week in office
21-100 employees
Company mission
To cool the world by transforming every home to be more comfortable and healthy for the people who inhabit it.
Role
Who you are
- 7+ years of experience in customer success, onboarding, or a related field within a B2B environment
- Self-starter with a strong commercial awareness and a proven ability to deliver solutions at the intersection of hardware and software in a fast-paced start-up environment
- Exceptional people management and leadership skills; Lead by example and role model our values
- Proven track record of leading and scaling high-performing customer success teams who drive customer satisfaction and business results
- Experience in deploying and supporting complex products or services
- Strong understanding of Support Management Systems (ex. Zendesk) and other relevant technologies
- Excellent communication, presentation, and interpersonal skills at all levels
- Strong sense of initiative with a creative approach to problem solving driven by experience working in early stage companies
- Strong organizational, analytical and problem-solving skills with a data-driven approach
- Proficiency in business tools such as Excel, Word, PowerPoint, business intelligence tool, customer issue tracking tools, KB tools, etc
- Bachelor's degree or equivalent experience
- Knowledge of HVAC systems, building management systems, and controls- a plus
- Experience working with mechanical contractors and facility managers- a plus
What the job involves
- We are seeking a dynamic and experienced Director of Customer Success & Deployment who will be critical in ensuring a seamless customer journey from initial setup, deployment and commissioning to ongoing support, ensuring peak customer satisfaction, retention, and growth
- This person will play an incredibly critical role developing the foundation on which we will drive our aggressive plan for growth
- Develop and execute a customer success strategy at scale that differentiates Gradient in the market
- Build trust and drive customer satisfaction, retention, and growth through proactive engagement, customer feedback analysis and timely, effective issue resolution
- Build a tiered Service and Support model in support of Customer needs
- Oversee the delivery of ongoing training and support to customers, including regular feature updates and best practices
- Lead and coordinate all aspects of product/site deployment preparation, including project planning, beta testing, and customer training
- Oversee customer onboarding, ensuring a smooth and seamless testing and commissioning process
- Ensure successful customer handoff to your Customer Success team with defined service levels and roles
- Conduct thorough needs analyses, translating customer requirements and HVAC wishlists into effective solutions and product enhancements
- Demonstrate in-depth knowledge of our product offerings, including the underlying technology, functionality, and compatibility, to effectively address customer needs and provide appropriate solutions
- Develop and implement a contractor training program with a focus on installation optimization and in-field service and support, in addition to building strong links to the Engineering firms who facilitate customer engagement
- Evaluate, select and onboard field operations partners and systems, to ensure accurate and efficient field experiences
- Lead, mentor, and develop a high-performing, empowered and inspired customer success team
- Foster a positive and collaborative team environment
- Provide leadership to the customer support team, stepping in on escalations and
- Oversee the work of 3rd party support contractors, ensuring quality and compliance
- Continuously analyze customer feedback and data to identify areas for improvement and potential technical specifications for product enhancements
- Develop and implement process improvements to enhance customer satisfaction and drive operational efficiency and scalability
- Track and report on key performance indicators (KPIs)
- Collaborate effectively with cross-functional teams (Sales, Marketing, Engineering, Operations, Finance) to align our Service model with our business objectives and market demands
- Build strong relationships with key customers and industry partners
Our take
The heating, ventilation, and air conditioning (HVAC) industry hasn’t really undergone much innovation in the last few decades. However with increasing awareness of climate change and growing regulations in this space, action is necessary to reduce the environmental damage caused by the increasing use of HVAC systems worldwide.
To solve this problem, Gradient has developed a hybrid air conditioner and room heater which reduces the carbon produced by as much as 95% wehn used to both heat and cool. It’s not the only company working on more environmentally friendly HVAC solutions, but what sets Gradient apart is that its window lodged device is much cheaper and easier to install as well as being quieter, and much less obtrusive than the average AC unit.
The company has attracted a large amount of investment, most recently closing a Series A round which was co-led by Sustainable Future Ventures and Ajax Strategies. It is using this funding to develop new products, add further IoT functionality to its devices and to increase its headcount. Gradient's environmentally friendly approach to heating and cooling puts it in a good position to capture a large share of the estimated $100 billion market for HVAC products.
Steph
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
12% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Jun 2023
$9m
SERIES A
Feb 2023
$18m
SERIES A
Total funding: $33m
Company benefits
- Family friendly + paid family bonding leave policy
- Flexible and open vacation policy
- Employee-contributed 401k
- Access to a 2500 sq. ft. modern prototyping shop including a waterjet cutter, high-power laser cutter, 5-axis mill, lathe, and more
- Pet-friendly office is located in a historic building in San Francisco’s vibrant Mission district
- Health, dental, and vision benefits
- Equity
- Paid parental leave
- Commuter benefits
- Relocation package ( out of state applicants only )
Company HQ
Mission District, San Francisco, CA
Articles
Leadership
Vince Romanin
(CEO)Former Research and Development Engineer at Otherlabs, from which Gradient emerged. Launched and was CEO of Treau in 2017, which was then rebranded as Gradient in 2021.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job
View 2 more jobs at Gradient Comfort