Team Lead, Client Success

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.

Job Description

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.

What you'll do

• 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.

The ideal candidate will have

• 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 have

• 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

Please note that sponsorship of new applicants for employment authorization, or any other immigration-related support, is not available for this position at this time.

Why work for EnergyHub?

• Collaborate with outstanding people: Our employees work hard, do great work, and enjoy collaborating and learning from each other.
• Make an immediate impact: New employees can expect to be given real responsibility for bringing new technologies to the marketplace. You are empowered to perform as soon as you join the team!
• Gain well rounded experience: EnergyHub offers a diverse and dynamic environment where you will get the chance to work directly with executives and develop expertise across multiple areas of the business.
• Work with the latest technologies: You'll gain exposure to a broad spectrum of IoT, SaaS and machine learning obstacles, including distributed fault-tolerance, device control optimization, and process modeling to support scalable interaction with disparate downstream APIs.
• Be part of something important: Help create the future of how energy is produced and consumed. Make a positive impact on our climate.

EnergyHub is an Equal Opportunity Employer

EOE, Including Disability/Vets. Reasonable accommodations are available for individuals with disabilities throughout the application process. If you are a person with a disability needing assistance with the application process, please contact [email protected].

In connection with your application, we collect information that identifies, reasonably relates to or describes you ("Personal Information"). The categories of Personal Information that we may collect include your name, government-issued identification number(s), email address, mailing address, other contact information, emergency contact information, employment history, educational history, and demographic information. We collect and use those categories of Personal Information about you for human resources and other business management purposes, including identifying and evaluating you as a candidate for potential or future employment or future positions, recordkeeping in relation to recruiting and hiring, conducting analytics, and ensuring compliance with applicable legal requirements and Company policies. By submitting your application, you acknowledge that we may retain some of the personal data that you provide in your application for our internal operations such as managing our recruitment system and ensuring that we comply with labor laws and regulations even after we have made our employment decision.

Notice To Third Party Agencies:

EnergyHub understands the value of professional recruiting services. However, we are not accepting resumes from recruiters or employment agencies for this position. In the event we receive a resume or candidate referral for this position from a third-party recruiter or agency without a previously signed agreement, we reserve the right to pursue and hire those candidate(s) without any financial obligation to you.