The GridX Customer Success Team is looking for a Senior Customer Success Manager, inspired and motivated every day to deliver excellent customer service to our client base. The Senior Customer Success Manager will work closely with our Customer Success team and utility clients to drive continuous product improvement, find new growth opportunities, and manage the overall relationships.

The ideal candidate will have a strong technical, product or project management, or consulting background, an affinity for data analytics, and the ability to communicate ideas effectively across internal and external stakeholders.

The Senior Customer Success Manager will work under the Senior Director of Customer Delivery and collaborate with our Product and Engineering teams, to effectively deliver and manage GridX SaaS Rate Analytics implementations and ongoing Customer support.

Roles and Responsibilities

• Provide the voice of the customer and assume responsibility for client relationships, product implementation, and project success
• Lead a team of Customer Success Managers to ensure satisfied customers, high-quality solutions and revenue growth
• Lead cross-functional teams to consistently achieve objectives for on-time, on-budget delivery and earning high client satisfaction scores; lead regular project-level client and internal meetings; track engagement success
• Be a strategic and supportive partner for your customers at every stage of the buying process, from contracting to upselling new products
• Develop and deploy strategies, action plans, and processes to improve the customer experience, increase customer retention and enable account growth
• Overall responsibility for product delivery, including professional services, program performance analysis, and ongoing project management
• Identify issues, complete descriptive tickets in JIRA, and work with the Engineering team to ensure they are understood and completed
• Configure our solution based on client needs and wants, and continually improve our product suite through process and software automation
• Project-manage pilot programs and on-boarding
• Troubleshoot the platform and identify the root cause of issues
• Understand our technical integration processes and assist customers with questions or issues throughout the integration process
• Create client reporting on a weekly, monthly, quarterly, or ad hoc basis

REQUIRED Qualifications

• Expertise in the utility or energy industries with a strong preference for meter to cash, specifically in analytics, billing, big data or distributed energy resources.
• Strong project manager with experience in a fast-paced, tech environment requiring adaptability and high-quality performance.
• Comfortable working directly with clients and expanding client relationships.
• Strong quantitative and analytical skills with an understanding of web analytics, optimization, and reporting tools.
• Experience delivering software and technology enabled services to large utility customers.
• Proven track record in technology, consulting, project and program management or engineering experience with a track record of delivering successful projects.
• Ability to adapt to a rapidly changing business environment and manage competing priorities.
• Ability to work across time zones and with offshore teams in a dynamic start-up setting

Preferred Qualifications

• Experience in management consulting or strategic account management, preferably with a software/technology company.
• Hands-on experience with software development, consulting and/or product development.
• Possess strong organizational and time management skills, with attention to detail.
• Excellent communication, presentation, and interpersonal skills.
• Ability to distill complex ideas and translate them into terms relevant to disparate stakeholders, including engineers, designers, subject matter experts, and lay people.
• Flexible with ability to adapt to quickly moving projects and capable of working independently with distributed teams.
• Apply a creative and flexible mindset to planning and problem-solving with the ability to focus on the details while maintaining perspective on the big picture.
• Creative and flexible mindset to planning and problem-solving with the ability to grasp the details while maintaining the big picture.
• Strong management presence and experience advising external and internal teams and clients.
• Experience in cloud technologies (e.g. AWS, GCS)
• Experience working with a start-up is strongly preferred

Benefits

• Flexible PTO
• Excellent Medical, Dental and Vision Insurance
• 401k Match
• Stock Options
• Parental Leave
• Be part of creating our clean energy future

Your Location
Because the client you will be working most closely with is located in the PST time zone, it is strongly preferred that the selected candidate be located in MST or PST time zones. Regardless of location, you will work on PST hours. The role may include occasional work at a GridX Industrious shared office or attendance at offsites and/or customer sites, as determined by your role’s responsibilities and agreed to with your manager.

Your time is valuable! Please note we will only be reviewing applications for those who reside in our preferred time zones.

Compensation

Compensation is based on your specific location, and, for this position, may range from $120,000 to $140,000/year base salary + benefits/perks. Please note this range is an estimate and actual pay may vary based on skill set, qualifications, experience and location.

Our Interview Process

Intro Call (20-30 minutes)

Interview #1 Interview with Sr Customer Success Manager (45-60 minutes)

Interview #2 Technical Interview with Hiring Manager, Director of Customer Sucess (45-60 minutes)

Interview #3 Interview with VP of Customer Success (45-60 minutes)

Our Values

Our values are closely-held beliefs designed to drive the right actions and decisions that are authentic to GridX. We expect results delivered in a way consistent with GridX values. In exchange, we reward high performance. We:

• eXplore the possible - Everyone is empowered to innovate, fail and iterate in delivering our clean energy future. Consistent progress is our default.
• eXecute on big goals - We are owners, taking responsibility for achieving results. We think long-term, sweat the details, and use resources wisely.
• eXcel together - Collaboration and camaraderie are at our core. We cheer for and challenge each other to be our best. We win together.
• eXemplify success - We do the right thing and act with integrity, even when no one is looking. We prove that it’s possible to do well by doing good.

About GridX

GridX is the catalyst of our clean energy future. Utilities and energy technology providers rely on our analytics solutions to tell people exactly what they can expect to pay when making clean energy decisions, like changing to a time-of-use rate plan, buying an electric vehicle, installing solar and more. The result is less strain on the electric grid, happier customers, and increased consumer investment in sustainable technologies. Working at GridX puts you at the center of realizing our clean energy future.

At GridX, we value the diversity of our employees and partners. We believe that our company thrives when we support and celebrate our differences.

No recruiters or phone calls, please. GridX does not accept unsolicited resumes from any agencies that have not signed a mutual service agreement. All unsolicited resumes and profiles will be considered GridX property, and GridX will not be obligated to pay a referral fee. This includes resumes submitted directly to hiring managers without contacting the Talent Acquisition Department.

We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor or take over sponsorship of an employment Visa at this time.