User Success Manager (Remote Job)

  • OpenSolar
  • Remote (US Pacific Time Zone)
  • 03 Jul, 2020
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Job Description

U.S. User Success Manager


Location:  US, Preferably Pacific Time Zone, Ideally Bay Area (Remote work for foreseeable future)


Start Date: Immediate


About Us

OpenSolar is a global software organization that develops products to facilitate the deployment and acceleration of clean energy solutions. We were founded in 2017 by global pioneers in solar software. We have an established user base across Australia and we’re growing rapidly in the US after our recent launch.


OpenSolar is headquartered in Sydney, Australia where the core development team is based, with regional teams in California and UK. We’re an innovative start-up, supported by technology investors in the US with affiliation to some of the largest global software platforms.


The Role

The U.S. User Experience Manager will be instrumental in driving the success of Pro Users (solar sales and installation companies) and Partner Users (solar industry suppliers, like manufacturers, distributors and finance companies) in the U.S..  


As OpenSolar continues to add Pro Users, the U.S. User Experience Manager will be expected to execute on - and, crucially,  improve upon - our scalable approach to onboarding and supporting Pros (e.g. Webinars, HelpCenter).  The U.S. User Experience Manager will look at OpenSolar through the Pro User’s eyes, tailoring training and communications to their needs and interests, and being the voice of the US Pro user internally at OpenSolar.  


As OpenSolar continues to add Partner Users, the U.S. User Experience Manager will be expected to configure the tool to each Partner’s unique needs, provide training and ongoing support, and collaborate with the Partner to ensure their success.  


OpenSolar is a small team working to do big things in an exciting and dynamic market!  As the industry and the organization evolve, this role - and the associated responsibilities - will evolve with it.


What you’ll be doing: 

  • Ensure OpenSolar Partner Users are succeeding with OpenSolar by helping new Partners configure Opensolar to achieve their objectives, and by soliciting ongoing feedback and providing support to existing partners
  • Implement and improve upon scalable solutions for supporting OpenSolar Pro Users
  • Lead regular webinars to demonstrate value of OpenSolar and keep users abreast of latest features
  • Conduct 1:1 screenshare trainings with new users
  • Provide support to active users by replying in writing to inbound questions via ZenDesk and email
  • Create HelpCenter materials (e.g. videos, articles) to help users use OS effectively
  • Collect product feedback from users and, generally, be the voice of the user internally

What you’ll need: 

  • Comfort in a dynamic startup environment - ability to operate effectively with uncertainty and change and willingness to wear many hats
  • Empathetic, positive attitude with a desire to help our customers reach their goals
  • Excellent communication and interpersonal skills.
  • Detail oriented and highly organized approach to work - the ability to effectively manage multiple priorities at once
  • Self-motivated, proactive and enthusiastic attitude - a “can do” approach with a bias towards speed and action
  • Ability to learn on the job and quickly put that knowledge into action
  • Desire to be part of a TEAM and support colleagues in contributing to our collective success
  • Preferred: Experience in the solar energy industry
  • Preferred: Experience supporting SaaS products
  • Preferred: Strong analytical skills, including experience with Excel


What we bring: 

  • A contemporary organization culture
  • A fast-paced work environment with exposure to industry leading technologies
  • Flexible working arrangements
  • An opportunity to be part of the clean energy movement, creating a lasting impact on the world
  • Share option plan

If you are a talented User Experience Manager with all of the requisite skills, seeking an opportunity to join our fast-paced start-up, please apply with a cover letter and your latest resume to Interviewing now for an immediate start.

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