Client Success Manager III - Energy Efficiency

Position Description

This role presents a unique opportunity to contribute to the success of Power TakeOff's program offerings by serving as the primary point of contact for a portfolio of utility and energy efficiency program clients. Client Success Managers are responsible for ensuring the satisfaction, retention and expansion of these accounts, developing deep understanding of client needs, and collaborating with both internal and external stakeholders to effectively deliver on program goals and identity and lead new business / sales opportunities.

A strong, polished, and proactive communication style, organizational skills, detail-oriented mindset, project management experience, and the ability to cultivate relationships with a wide range of personalities is instrumental to building client trust, developing strong stakeholder relationships, and being successful in this role. This is an internally and externally facing position responsible for acting as the primary point of contact for utility partner(s), internal teams, and other stakeholders throughout program implementation and will be held accountable for translating client priorities into action and advocating internally to help ensure program delivery aligns with client expectations and contractual obligations.

Key Responsibilities

• Demand side management (DSM) and energy efficiency industry experience, including utility client management
• Serve as the primary point of contact for assigned clients, proactively managing relationships through regular virtual meetings and periodic in-person engagements
• Develop a deep understanding of each client’s DSM portfolio, regulatory context and strategic priorities
• Set appropriate client expectations about Power TakeOff’s implementation best practices and key program parameters, ensuring a positive client experience while minimizing deviations from our standard/preferred parameters and approaches
• Successfully manage clients, programs, and service offerings through the program implementation phase while maintaining high, positive CSAT survey results
• Coordinate and lead all utility client and prime implementer meetings as the representative of Power TakeOff’s Programs team.
• Maintain solid familiarity with Power TakeOff and our services across client contacts and articulate key points that highlight our expertise and set us apart as an industry leader.
• Manage internal and external contributors, holding them accountable for their action items and timelines.
• Lead internal meetings with the Program Delivery team and Technical team members to ensure alignment, address challenges, and share progress updates.
• Identify expansion opportunities within existing accounts by recognizing unmet customer needs that align with Power TakeOff products or services.
• Build relationships with multiple stakeholders beyond the day-to-day contact.
• Develop strong understanding of client strategic initiatives and business priorities.
• Act as a sales lead on RFPs, RFIs, and other sales and expansion opportunities and management of utility strategic plans, playbooks, regulatory impacts, etc.
• Maintain a high awareness of internal resources to be able to effectively involve subject matter experts to solve issues quickly and accurately.
• Build strong partnerships with internal teams including Program Delivery, Business Development, Commercialization, and Management teams.
• Ability to anticipate challenges and proactively develop solutions.
• Balance short-term customer needs with long-term business goals.
• Prepare agendas, take notes, and follow up with clear and concise external and internal communications, including comprehensive meeting notes with well-defined action items.
• Act as the primary point of contact for utility partner and other stakeholders throughout the launch process and ensure exceptional response times.
• Lead internal meetings with the technical delivery team and program delivery team to ensure alignment, address challenges, and share progress updates.
• Proactively identify, present, and implement solutions in support of continuous improvement.
• Manage program risks and initiate mitigation strategies to manage timelines and contract deliverables.
• Maintain a high awareness of internal resources to be able to effectively involve subject matter experts to solve issues quickly and accurately.  

Key Qualifications

• Minimum of 4 years of client management experience
• Strategic leadership skills and ability to set clear expectations, timelines, and priorities for all involved parties, fostering a focused and goal-oriented approach.
• Naturally collaborative and driven to cultivate strong, mutually beneficial client and partner relationships.
• Exceptional communication skills, both written and verbal, to facilitate effective collaboration across departments and with external stakeholders.
• Strong organizational abilities, including meticulous record-keeping and proficient documentation maintenance.
• Strong sales experience and ability to identify and qualify new opportunities.
• Experienced in developing detailed project plans, timelines, and resource allocations to ensure seamless execution.
• Assertive attitude, demonstrating a willingness to challenge roadblocks and seek innovative solutions, while persistently pursuing resolutions.
• Profound focus and the ability to prioritize tasks effectively, ensuring optimal utilization of resources.
• Skilled in delegation, leveraging subject matter experts and cross-functional teams to collectively solve challenges.
• Visionary thinking and a continuous commitment to foster a visionary mindset in colleagues by consistently seeking opportunities for continuous improvement.
• Prior experience in project management, product management, and data integration is advantageous.
• Strong internal drive for excellence, delivering value and achieving high performance standards.
• Proficiency in Atlassian and Salesforce products is a plus.
• Sales experience is a plus.
• Project management certifications (e.g., PMP, Six Sigma, PMI-ACP, CSM) is a plus.

Location and Travel

Power TakeOff is a 100% virtual company with no physical office location. While we are a fully remote company, we have hubs in the Denver and Kitchener areas and provide opportunities for our team members in those areas to connect in person from time to time. This position is eligible for employment in the United States.

Minimal travel is expected for this position. Power TakeOff will cover the associated accommodation and travel expenses for any company travel.

Compensation and Benefits

The expected compensation for employees residing in the U.S. is between $105,000 and $120,000 USD per year, depending on experience. Power TakeOff maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience and market conditions. This position is also eligible for a performance-based bonus.

Benefits include:

• Medical insurance, including vision and dental
• Health Savings Account contributions
• Retirement plans with company matching
• Student Loan Incentive Repayment Program (eligible 12 months after employment)
• Generous time off, including: 
• • 15 paid vacation days, increasing to 20 after the first year
  • 7 flexible well-being days
  • At least 9 paid holidays
  • All company winter break between Dec. 25th and Jan. 1st
  • Summer "Friyays", from June through August we get each 2nd and 4th Friday off!

Join our team and play a key role in driving positive impacts for our business, our customers, our utility clients, the environment, and all of society!