The role involves directly engaging with US homeowners to prevent cancellations before solar consultations by addressing concerns and reinforcing value during pre-close conversations.
We are looking for a senior, voice-first Client Relationship Manager who can confidently handle pre-close customer conversations and prevent cancellations before the sale is finalized.
This role sits between appointment setting and sales close.
Your responsibility is simple and critical: protect customer commitment.
You will speak directly with US homeowners who are scheduled for a solar consultation, address concerns, remove hesitation, reinforce value, and ensure customers remain confident and engaged through the close.
This is not a scheduling role.
This is not customer support.
This is a retention and relationship ownership role.
- Speak directly with US customers before their sales consultation
- Reinforce expectations, value, and next steps clearly and confidently
- Handle objections, doubts, hesitation, and cancellation intent
- De-escalate emotional or skeptical customers without discounts
- Prevent pre-close cancellations and no-shows
- Maintain strong customer trust and confidence throughout the pre-close stage
- Coordinate closely with internal scheduling and sales teams
- Take ownership of outcomes, not just tasks
Requirements
- 5+ years in a voice-heavy Client Relationship, Retention, or Customer Success role
- Direct experience handling US customers over phone
- Proven experience managing:
- Cancellation intent
- Objections
- Difficult or emotional conversations
- Strong command of spoken English with a neutral, professional accent
- Ability to think clearly under pressure and respond in real time
- Comfortable leading conversations without scripts
Benefits
- Clear scope of responsibility and decision-making authority
- Direct interaction with US customers and internal leadership
- Structured processes and defined expectations
- Professional, performance-accountable work environment
- Opportunity to shape and own pre-close customer communication standards
- Career progression based on capability and consistency, not sales numbers
- Paid leave and standard company holidays
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