Senior Client Success Manager

Summary

Join EnergyHub's Client Success team as a Sr. Client Success Manager and play a key role in helping EnergyHub, utility clients, and California market partners achieve their goals. You will manage client and vendor relationships, oversee energy market participation, launch customer engagement initiatives, and collaborate with various teams. This position requires strong client management, communication, and problem-solving skills, along with experience in renewable energy, utilities, and grid services. The ideal candidate is a quick learner, self-starter, and effective multi-tasker with a passion for working with clients and software products. EnergyHub offers a generous benefits package including 100% paid medical for employees, a 401(k) with employer match, flexible scheduling, and more.

Requirements

• A BS or BA degree and at least 5-7 years of professional experience in consulting, technology services or client success
• Experience working in or with renewable energy, utilities, and grid services or adjacent industries required
• Experience with energy efficiency/demand-side management program marketing and project implementation methods

Responsibilities

• Handle key aspects of the daily operation of demand response participation in CPUC/CAISO DR programs including revenue modeling, enrollment and resource registration, market bidding, dispatch of grid services, post-event reporting and executing creative ideas for program expansion
• Proactively manage internal and external stakeholders to ensure that all customer enrollment and grid flexibility commitments are met
• Facilitate regular progress updates with state agency counterparts, develop and deliver cadence reports, and ensure compliance with a robust set of funding requirements and administrative tasks
• Manage a portfolio of subcontractors to implement key aspects of the project scope and ensure the timely exchange of administrative deliverables (e.g., invoices, monthly progress reports, device installations)
• Support EnergyHub’s California market development in partnership with the EnergyHub regulatory affairs team, for example participate in CAISO/CPUC working groups, trade organization committees and select agency proceedings, often by writing comments and partnering on advocacy efforts with other companies, to create favorable rules for DR/DER participation
• Manage internal expectations as well as those of your clients and prioritize program tasks/activities using business judgment to balance internal objectives with client goals
• Spend time understanding and driving clients’ needs and growth targets and guiding them through key decisions to design programs that align with these targets
• Partner with Market Development to assist on successful renewals and expansions in your accounts
• Creatively problem-solve when difficult situations arise and resolve operational challenges
• Analyze and present key results, facilitate meetings, and deliver nuanced technical and data driven messages to clients
• Maintain consistent and frequent communication with an array of stakeholders including clients and device partners to ensure efficient program implementation, review ongoing needs, and provide timely solutions and recommendations to help achieve program success
• Develop a comprehensive knowledge of demand management, DERs, and the drivers of program success
• Foster a deep understanding of the product, service offerings and functionality to effectively communicate capabilities to clients, shape program design and provide training to client program teams
• Participate in the Client Success dispatch duty rotation to ensure that market and utility program DR event dispatch is executed flawlessly
• Other duties as assigned

Preferred Qualifications

• Familiarity with the California utilities sector, including CAISO demand response programs (e.g., DRAM, ELRP) and state agency grant programs (e.g., California Energy Commission EPIC program) is strongly preferred
• Experience within an enterprise software/SaaS organization in the energy space is preferred
• Excellent communication skills and the ability to describe complex and technical topics in an engaging and succinct manner
• Demonstrated success working directly with clients
• Project management experience with the ability to multitask, hit deadlines, and think through risk and dependencies
• Experience with grant management or managing a program budget is a plus
• 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
• Experience working with a team in a cross-functional, fast paced work environment
• Experience managing multiple high-priority projects and the ability to make multi-tasking look effortless
• Candidates based in California
• Willing and available to be on a call several weeks per year for after-hours emergency client escalations

Benefits

• 100% paid medical for employees
• 401(k) with employer match
• Casual environment
• Flexibility to set your own schedule
• Fully stocked fridge and pantry
• Free Citi Bike membership
• Secure bike rack
• Gym subsidy
• Paid parental leave
• An education assistance program