Melissa Segil

Vice President, Marketing, Sales Strategy & Operations

Span

Jan 2024 - Current (2 years 8 months)

Leading GTM, Marketing, Design / UIUX, Communications & PR, Sales Operations, Strategic Analytics & Forecasting, Sales Engineering & Technical Services to deliver an engaging customer experience and drive growth across all sales channels.

Vice President, Sales Strategy & Operations

Span

Jan 2023 - Feb 2024 (1 year 2 months)

Vice President, Customer Marketing

Sunrun

Jan 2022 - Sep 2022 (9 months)

Sunrun (RUN) is the leading residential solar, storage and energy services company, with 1,000,000+ customers nationwide. + Led cross-functional + creative agency team of >20 to design new customer app that enhances homeowner energy control, unlocks cross-selling marketing opportunities, and increases self-service/reduces customer support contacts + Set vision, drove customer experience design and comprehensive requirements planning from hardware integrations to custom homeowner impact analysis and more

Sr. Director, Sales Operations

Sunrun

Nov 2019 - Jan 2022 (2 years 3 months)

+ Led team focused on sales strategy, growth enablement & program management; worked directly with national sales leadership to drive performance for >2,000 person national sales force across in-home, retail, and virtual channels Built high-performing 40-person team and led functions including: → Sales Analytics → Sales Training, Learning & Development → Sales Processes & Systems (CRM) → Customer Loyalty & Referrals → Marketing Offers & Promotions → Channel Conflict (Compliance) → Plus other sales program management to support changing business needs + Doubled efficiency per sales rep within 90 days of launching Sales Productivity initiative amidst chaotic backdrop of COVID pandemic and shift to virtual sales

Director, Customer Experience

Sunrun

Nov 2018 - Nov 2019 (1 year 1 month)

+ Built team responsible for customer insights (NPS, cSAT); overhauled surveying strategy, gaining valuable root-cause insights that drove internal priorities + Led interdisciplinary CX design and implementation team: Oversaw journey mapping, led cross-functional alignment workshops, piloted and launched suite of new customer “moments that matter” that increased NPS and conversion rates + Short-term special project role leading working group focused on doubling installation efficiency, removing rework and decreasing customer churn throughout workflow while improving quality and safety metrics

Director, Customer Realization

Sunrun

Nov 2017 - Oct 2018 (1 year)

+ Improved NPS and increased customer pull-through rates by overhauling sales touchpoints and compensation plans, streamlining operational / installation policies, and implementing key customer reassurance touchpoints + Built trusted, cross-functional program management team of top-performers who led complex implementations across sales, operations, and technology; developed and mentored key talent that continued to take on expanded roles across the business

Sr. Manager, Customer Realization

Sunrun

Dec 2016 - Nov 2017 (1 year)

+ Designed and implemented customer experience solutions that improved the sales process, increased customer delight and retention, and achieved hundreds of millions of dollars in cost efficiencies + Architected changes to process, policy, and systems to proactively identify and address at-risk customers

Strategic Projects Manager | Investor Communications Manager

Sunrun

Jan 2016 - Dec 2016 (1 year)

+ Series of special project roles supporting executive leadership team + Improved funnel conversion by overhauling CRM and ERP processes flows; made weekly recommendations to CEO, CFO, and heads of Operations & Technology + Improved strategic messaging following Sunrun’s 2015 IPO in special short-term project role, supporting CEO, SVP of Policy, and VP of Investor Relations + Supported Policy team efforts during highs of Federal Solar Tax Credit extension (“ITC”) and tumultuous lows of Nevada solar market shutdown + Selected for “Emerging Leaders” development program; group project won CEO’s choice award for Customer Experience and Operational Efficiency recommendations

Retail Strategy Manager

Sunrun

Feb 2015 - Jan 2016 (1 year)

+ Improved relationships with key partnerships like Costco, Home Depot, and Best Buy by leading overhaul of payment processing systems and reconciliation of >$100MM / year + Launched Mystery Shopping program that identified key customer experience and sales performance improvement areas

Retail Business Analyst

Sunrun

Mar 2014 - Feb 2015 (1 year)

+ Developed funnel performance model and built data structure to analyze store and sales rep productivity + Identified opportunities and implemented process changes to improve Costco, Home Depot, and Best Buy sales channels performance by analyzing data for sales executive team and providing regional and warehouse-level insights and recommendations

Operations Administrator

Sunrun

Nov 2013 - Mar 2014 (5 months)

+ Improved customer pipeline cycle time through partner relationship management + Identified and implemented opportunities to increase automation of CRM processes

W

Outreach & Development

Whitefish Legacy Partners

Jan 2012 - Jan 2013 (1 year 1 month)

Whitefish Legacy Partners is a non-profit organization whose efforts generate miles of multi-use recreational trail in Whitefish, Montana, and revenue for Montana Schools. + Supported >$10M capital giving campaign that expanded protection of watershed area surrounding Whitefish Lake, extended the recreational trail system, and generated revenue for Montana schools.

U

Team Manager - Team Middlebury - US Department of Energy Solar Decathlon

United States Department of Energy

Jan 2010 - Jan 2012 (2 years 1 month)

+ The competition challenged 20 global teams to design and construct net-zero energy houses, transport and reassemble them in <7 days on the National Mall in Washington, D.C., and compete across 10 contests + Led 80 person team to win first place in Communications and Market Appeal competitions, and fourth place overall

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