Director of Client Success, EnergyHub

• Bachelors degree or equivalent work and education experience
• 10+ years of professional experience in technology/energy services or account management (with a strong preference for experience within a SaaS or enterprise software-related field, or in the energy or connected devices industry)
• 7+ years’ experience of demonstrated ability to lead and influence high-level decision-makers within utility organizations through persuasion, negotiation, and consensus building
• Demonstrated experience of successful team leadership in a cross-functional work environment, where you have shown an uncanny ability to “get things done” in a fast-paced environment
• Exceptional project management experience in a commercial environment
• Strong empathy for customers and passion for revenue and growth
• Deep understanding of value drivers in recurring revenue business models
• Demonstrated excellent communication skills, and the ability to succinctly translate complex topics across a wide range of audiences
• Successful hands-on work with clients that has resulted in engendering trust and building outstanding client and partner relationships
• Excellent written and verbal communication skills
• Comfortable working in a fast-paced environment that involves ambiguity and greenfield initiatives

Desirable

• EnergyHub’s Client Success team launches and operates best-in-class programs for electric utilities, helping them address grid challenges by engaging customers with connected devices
• As the Director, Client Success for the Northeast and Midwest Regions, ensuring our clients achieve their goals is your mandate
• You and your team own the client relationship end-to-end, including managing the launch of our platform and programs while building and maintaining strong client relationships
• You’ll also work closely with the Sales, Product, Engineering, and Marketing teams to maintain account health and drive renewals & upsells
• This is a highly visible, customer-facing role, ideal for someone who has a passion for working with clients and software products, enjoys managing teams through complex solutioning, exercises sound business judgment, and is a strategic thinker with extraordinary attention to detail
• This position will report to EnergyHub’s Senior Director, Client Services and will ensure that our Client Success team initiatives align with EnergyHub's strategic goals and drive growth and satisfaction in these regions
• Own success for your region
• Take full ownership of the Northeast and Midwest 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 senior escalation point for client issues to ensure timely and effective resolution
• Drive strategy
• Collaborate with the Executive Team to develop and execute strategic initiatives that drive growth and efficiency within the Northeast and Midwest regions, 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 senior 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 clients and internal 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