Head of Client Services

📋 Description

• • Gigaenergy Inc. is at a pivotal moment, transitioning from a phase of customer acquisition to one focused on cultivating enduring client relationships and maximizing recurring revenue. We are seeking a dynamic and strategic Head of Client Services to spearhead this transformation, evolving our client operations from reactive order management to proactive, value-driven customer success.
• • This role is uniquely positioned at the nexus of operational excellence and strategic growth. Initially, your responsibilities will encompass managing day-to-day customer support, overseeing the order management process, and adeptly resolving issues across our international operations. Looking ahead, you will be instrumental in architecting and implementing robust systems designed to anticipate customer needs, foster expansion opportunities, and cultivate a loyal base of advocates for Gigaenergy.
• • You will be the linchpin connecting our sales teams, production facilities in China, and a diverse international clientele who communicate through a variety of channels, including email, Slack, and Telegram. Your mandate will be to build the foundational processes and scalable team necessary to support Gigaenergy's growth trajectory, aiming for IPO-scale revenue.
• • This is a hands-on, operational leadership position with the unparalleled opportunity to define what world-class client services looks like within the modular infrastructure sector. You will be responsible for leading all client services functions, including but not limited to order management, customer support, and account management, ensuring a seamless and exceptional experience for our clients.
• • A key objective will be to transform our current reactive operational model into proactive customer success programs. These initiatives will be designed to significantly enhance customer retention, drive repeat business, and unlock expansion revenue opportunities, thereby contributing directly to the company's financial growth.
• • You will meticulously manage day-to-day customer communications, ensuring timely and effective engagement across a spectrum of platforms such as email, Slack, Telegram, WhatsApp, and phone calls. This requires a high degree of responsiveness and adaptability to diverse communication styles and preferences.
• • A critical aspect of the role involves owning the critical incident response framework. This includes managing customer escalations, addressing wide-scale quality issues, and coordinating rapid resolution for on-site product failures. You will orchestrate efforts across engineering, production, and leadership teams to ensure swift and effective problem-solving.
• • You will oversee the entire order management process, from the initial acceptance of a quote through to final delivery and invoicing. This involves close coordination between the sales department and our production teams to ensure accuracy and efficiency.
• • Developing comprehensive customer success playbooks will be a core responsibility. These playbooks will serve as a strategic guide to increase customer lifetime value, boost satisfaction scores, and maximize wallet share within our client accounts.
• • Collaboration will be paramount. You will work closely with sales, production (specifically our teams in China), engineering, and finance departments, fostering strong interdepartmental relationships to ensure alignment and smooth execution of client-facing initiatives.
• • Navigating the complexities of international operations is essential. This includes adeptly managing different time zones and understanding cultural nuances in communication to ensure effective global coordination with our production teams in China, Mexico, and India. Expect to participate in early morning or evening calls as needed.
• • You will be responsible for implementing and optimizing customer relationship management (CRM) tools, such as HubSpot, Monday.com, Slack, and others, to enhance operational efficiency and provide deeper insights into customer interactions.
• • Tracking and reporting on key performance indicators (KPIs) will be crucial. This includes metrics like Customer Satisfaction (CSAT), Net Promoter Score (NPS), order cycle time, issue resolution time, and repeat purchase rate, providing data-driven insights into performance.
• • Identifying and implementing opportunities for process improvement within order fulfillment and customer communication channels will be an ongoing priority, ensuring continuous enhancement of our service delivery.
• • Establishing robust customer feedback loops is vital. These mechanisms will ensure that client insights are systematically collected and used to inform product development and drive operational improvements, creating a cycle of continuous enhancement.
• • You will manage customer expectations throughout complex, multi-month infrastructure projects, ensuring transparency and consistent communication to maintain client satisfaction.
• • Creating clear documentation and effective training materials for customer onboarding and self-service resources will be part of your remit, empowering clients and reducing support load.
• • As the company scales, you will be responsible for hiring, training, and developing a high-performing client services team, building the capacity needed to support our ambitious growth targets.
• • This role is based in the United States (Houston, Long Beach, or San Francisco) and requires full-time office presence, with bi-weekly WFH Fridays. Employees are eligible for up to 4 weeks of remote work annually.
• • The opportunity represents a chance to join Gigaenergy at a critical juncture, shaping the future of client services in the rapidly evolving AI energy infrastructure sector. You will be instrumental in building systems from the ground up, solving complex operational challenges, and contributing to a profitable, category-defining company with significant equity potential.