Team Lead, Client Success

EnergyHub • New York, NY

6h • $135,000 - $150,000

About The Position

EnergyHub empowers utilities and their customers to create a clean, distributed energy future. Our customers are real utilities managing the real electrical grid supporting the normal lives of millions of real people. Our mission is to keep the grid running reliably while enabling more renewable energy and reducing reliance on fossil fuel.
Team Lead - Client Success
EnergyHub’s Client Success team launches and operates best-in-class programs for utilities, helping them address grid challenges by engaging customers with connected devices. As a Team Lead - Client Success, helping our clients and your team achieve their goals is your mandate. You will own the client relationship end-to-end, including supporting the launch of our programs, building and maintaining strong client relationships, and serving as a trusted partner to your clients and our sales, product, engineering and marketing teams to maintain account health.
This is a highly visible, client facing role, ideal for someone who has a passion for working with clients and software products, enjoys solving complex challenges, and is curious about the energy distribution systems that power our daily lives. The successful candidate is a quick learner and self-starter, has the ability to communicate a variety of data driven messages to varying audiences, can build relationships effortlessly, is client-focused, and consistently achieves results. This position requires a player-coach leadership style with direct contributions balanced by tactical leadership of a team.

Requirements

• Experience working in or with renewable energy, utilities, grid services or adjacent industries ( cleantech / greentech) required
• Excellent communication skills and the ability to describe complex and technical topics in an engaging and succinct manner
• Demonstrated success working directly with a portfolio clients and programs
• Project management experience with the ability to multitask, hit deadlines, and think through risk and dependencies
• An analytical, yet creative and curious mind, with a confident approach to numbers and spreadsheets
• The ability to build trust and outstanding client and partner relationships
• Good judgment in a business context
• Experience working with a team in a cross-functional environment
• Experience managing multiple high-priority projects and the ability to make multi-tasking look effortless
• A BS or BA degree
• At least 7-10 years of professional experience in technology services or customer success with a strong preference for experience within a SaaS or enterprise software-related field
• Willingness to travel (~25%)

Nice To Haves

• Familiarity with EVs, batteries, connected devices, IOT, or building automation
• Familiarity with VIrtual Power Plan (VPP) programs and initiatives
• Certifications in energy management, project management, program management

Responsibilities

• Own success for your region. Take responsibility for the Northeast regions’ P&L by driving revenue, managing ARR to meet or exceed company targets, developing and implementing strategies to grow accounts for long-term value and client satisfaction, and serving as the first escalation point for client issues to ensure timely and effective resolution.
• Drive results and strategy. Collaborate with internal stakeholders to develop and execute strategic initiatives that drive growth and efficiency within the Northeast, lead cross-functional projects and initiatives to ensure alignment with overall company goals and objectives, manage and develop team members while fostering a culture of continuous improvement, learning, and knowledge sharing, and promote excellent people management and leadership through weekly one-to-one meetings, holistic performance management, and creating an environment where high performers can thrive and grow in their careers.
• Model leadership in the business. Oversee a team of Client Success Managers, helping the team manage launches and multi-faceted programs with device partners, clients, and internal teams. Ensure program operations are seamless and client goals and success metrics are top of mind for the organization. Work with Sales to design new program structures to meet client requirements and identify new (and improve existing) tools, processes and best practices. Track and drive renewals and upsell efforts. Develop and report on key metrics of utility programs with internal teams. Foster a collaborative, proactive, problem-solving, high-performance culture within the Client Success team.
• Be a trusted advisor who ensures we meet your clients and your team’s goals. Help the team manage internal expectations as well as those of our clients. Spend time to understand client objectives and help the team guide clients through key decisions to design programs that support these targets. Help set the direction for new programs, including shaping program designs for new BYOD programs and informing required resources for delivery of contracts. Be an escalation point when difficult situations arise and help the team resolve operational challenges. Support Product and Marketing in capturing the voice of the customer and market feedback. Develop and execute strategies to meet or exceed financial targets by managing the ARR for your region.
• Be an effective communicator. Work with your team to present key results, facilitate meetings, and deliver nuanced messages to clients. Maintain consistent communication with an array of stakeholders to ensure efficient program implementation across the portfolio, review ongoing needs, and provide timely solutions and recommendations to help achieve program success. Foster effective decision-making and operational excellence by building relationships and helping internal teams understand priorities and business context.
• Be a product and service expert. Develop a comprehensive knowledge of demand management, the drivers of program success, and a deep understanding of the product to effectively communicate capabilities to clients and shape program design. Actively contribute to the refinement and development of new product features and service offerings. Support contract negotiations between EnergyHub and utility clients, SOW negotiations with partners and development for end-use customers.

Benefits

• EnergyHub offers a generous benefits package including 100% paid medical for employees and a 401(k) with employer match.
• We offer a casual environment, the flexibility to set your own schedule, a fully stocked fridge and pantry, free Citi Bike membership, secure bike rack, gym subsidy, paid parental leave, and an education assistance program.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level