Senior Director, Client Services

Summary

Join EnergyHub as the Senior Director, Client Services and lead, manage, and develop the Client Success, Customer Support, and Implementation Services departments. Partner with Go To Market and technical teams to deliver exceptional client experiences and optimal outcomes for utility customers. This role demands strategic leadership, operational excellence, and P&L management to achieve financial targets and drive sustainable growth. You will represent 'delivery' in the GTM organization, build strong customer relationships, and champion the development of operational and delivery performance capabilities. The position requires extensive experience in software delivery, utility business development, and team leadership, along with strong communication and stakeholder engagement skills. EnergyHub offers a generous benefits package.

Requirements

• Bachelor’s degree in business, engineering, energy management, or a related field required; Master’s degree highly preferred
• 10+ years’ experience as a leader growing and scaling software delivery and support teams, in a fast paced, client-centric, environment
• 10+ years of experience in utility business development, grid services, or energy program leadership, with a proven record of success in the utility sector
• Excellent leadership, communication, and relationship-building skills, with experience managing high-stakes negotiations and complex partnerships
• Strong background in navigating regulatory frameworks and building strategic relationships with government bodies and regulatory agencies
• Experience setting strategic direction for delivery and client service, aligning with the overall company vision
• Proven expertise in driving revenue growth through Client Success, Support, and Technical Operations, with strong skills in risk management, negotiation, and decision-making
• Extensive experience developing and motivating high-performing teams, managing senior business development functions, and navigating complex relationships
• Skilled communicator and storyteller with exceptional collaboration, influencing, and stakeholder engagement abilities
• Adept at managing corporate customer expectations, resolving cross-functional issues, and delivering complex digital products on time and within budget
• Data-driven leader with a customer-first mindset, focused on creating long-term value and fostering innovation

Responsibilities

• Represent 'delivery' in the GTM organization, with a focus on informing, influencing and navigating cross-functional decision making across all areas of the business
• Develop and execute strategies to meet or exceed financial targets by managing the Client Services team P&L and client relationships
• Champion development of our operational & delivery performance capabilities to enable us and our clients to hit ambitious growth and quality KPIs
• Develop and manage the Client Services strategy, and ensure seamless day-to-day program operations in alignment with our client goals
• Build deep relationships with our customers and serve as an escalation point for internal and external teams
• Drive development and implementation of VPP programs; build best practices across product verticals, a strong team POV on program development and management, and ensure the continued improvement of client and end-user customer experience
• Proactively identify and move forward initiatives that enable the success of our delivery team. This could involve researching, trialling and building the business case for new tools or processes
• Provide coaching, guidance, and support to Client Services teams, helping them grow their careers, enhance delivery practices, and increase impact, while fostering a collaborative, high-performance culture that encourages the sharing of best practices and mutual support
• Define how Client Services interacts with other business areas such as product, marketing, sales, business development; Partner closely with Sales, Marketing and Product leadership to align GTM operations and strategy and implement a delightful client experience that will be a competitive advantage to EnergyHub’s success and growth
• Lead, inspire and develop the CS, Support and Operations leaders and their teams to drive innovation to ensure predictable and scalable results that drive growth and improve profitability
• Collaborate closely with product to ensure we ship valuable features for our clients, ensuring cross-collaborative alignment and adherence to project timelines and tasks
• Help evolve the services included in our client offerings based on feedback and insights from the market
• Be hands on - dive into the nitty gritty of project delivery when needed
• Lead, inspire, and develop the CS, Support, and Operations leaders and their teams to drive innovation, ensuring predictable and scalable results that drive growth and improve profitability

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