Cassie Clum
@cassieclum
Senior Account Manager at Sunrun managing 95+ subcontractor partnerships through KPIs, performance reviews, and process standardization.
United StatesWhat I'm looking for
At Sunrun, I manage partnerships with 95+ subcontractors across the US, setting KPIs and coaching partners to those standards. I review capacity, pricing, and performance to support efficient operations.
I standardize processes across regions and oversee escalations, billing support, and compliance requirements. I also locate, interview, and onboard new subcontractors.
As Supervisor, Social Media, I hired and trained the team managing social media responses. I increased the response rate by over 600% and created dashboards to track team and agent performance.
Earlier at Sunrun, I developed and facilitated training, managed the Email team’s caseload to eliminate a backlog queue of 10k+, and built quality checks. At Trulia/Zillow Group, I trained teams on new processes and created and maintained a knowledge base in Salesforce.
Experience
Work history, roles, and key accomplishments
Manage partnerships with 95+ subcontractors across the US by creating KPIs and coaching to these standards. Conduct bi-weekly touch base meetings along with quarterly and annual reviews of their performance.
Hired, generated process, and trained the team that managed social media responses. Increased response rate by over 600% to cover all interactions received on multiple platforms.
Process development and training creation/facilitation for various groups and initiatives within Care. Managed Email team caseload to eliminate backlog queue of 10k+ items.
Presented individual and group training on new processes. Created, rolled out, and maintained a Knowledge base within Salesforce.
Education
Degrees, certifications, and relevant coursework
Grandview High School
Diploma, General Studies
Completed high school diploma with a general studies curriculum.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Salary expectations
Social media
Job categories
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