Lead Channel Agent Experience Specialist

Date: May 7, 2024

Location(s): Juno Beach, FL, US, 33408

Company: NextEra Energy

Requisition ID: 79949

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 will be on site/hybrid out of our HQ in Juno Beach, FL

The Customer Experience and Success team at EverBright is seeking a proactive individual to lead strategic initiatives focused on agent experience and channel management.

As the Lead Channel Manager - Agent Experience Specialist, you will oversee the development and execution of strategies aimed at optimizing the agent journey. Your responsibilities will include refining processes, implementing best practices, and leveraging technology to enhance agent engagement and satisfaction. Working closely with cross-functional teams, you will identify opportunities for improvement and drive the implementation of solutions to enhance operational efficiency and drive business results. Your leadership will be critical in fostering strong relationships with channel partners and maximizing the performance of our agent network.

Job Overview

Employees in this role lead the development, implementation, and ongoing management of customer experience strategies to delight customers, improve service levels, ensure customer retention, efficiencies, and increase profitability across all business lines. This position works cross functionally and has both strategic and tactical elements, including, but not limited to process improvements, customer interactions, technology assessments, benchmarking, research analysis, and change management.

Job Duties & Responsibilities

• Drives key initiatives that deliver exceptional customer experiences

• Establishes processes, methodologies, and benchmarks for customer experience analytic

• Serves as a subject matter expert to design and support user experiences, system enhancements and process changes as well as develops requirements, performs system testing and ensures business goals are met

• Acts as a change agent by engaging stakeholders cross functionally and advocating for improvements and adoption of changes

• Extracts and manipulates data, conducts analysis, determines conclusions, and communicates insights and actionable recommendations on the customer experience to the working team and senior leadership

• Creates ideal state customer journeys and collaborates with functional areas and owners to execute the optimal vision

• Monitors journey performance across channels and ensures it reinforces the customer experience vision

• Develops and implements ongoing plan to capture voice of customer and uses findings to drive improvements

• Leads customer retention initiatives across all business lines

• Interacts with customers to improve customer satisfaction and retention

• Performs other job-related duties as assigned

Required Qualifications

• Bachelor's Degree

• Experience: 6+ years

Preferred Qualifications

• Supervisor/Management Experience: 1+ years

Job Overview

Employees in this role are responsible for overseeing and 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 leadership, relationship-building, and strategic thinking, the customer success lead plays a crucial role in driving customer success and fostering long-term partnerships. The Customer Success Lead shares their expertise through technical evaluations, demos, presentations, and ongoing advisory support.

Job Duties & Responsibilities

• Develops and implements customer success strategies to drive adoption, engagement, and customer satisfaction

• Collaborates with cross-functional teams to align customer success initiatives with overall business goals

• Drives product adoption and proactively engages with key accounts to ensure their success

• Oversees the onboarding process for new key accounts

• Addresses escalated technical issues from the software support team

• Mentors team members and establish strong personal relationships with customers

• Performs other job-related duties as assigned

Required Qualifications

• Bachelor's Degree

• Experience: 6+ 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 e-mail to, providing your name, telephone number and the best time for us to reach you. Alternatively, you may call 1-844-694-4748. Please do not use this line to inquire about your application status.

NextEra Energy will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.

NextEra Energy does not accept any unsolicited resumes or referrals from any third-party recruiting firms or agencies . Please see ourfor more information.

#LI-VA1