Client Success Management Lead

4 weeks ago

Salt Lake, Utah, United States Resource Innovations Full time
Job Description

Resource Innovations is seeking a highly skilled and motivated Client Success Management Lead to join our dynamic team. As a Client Success Management Lead with Resource Innovations, you will lead strategy and decision-making for the Client Success team, guide client onboardings, and oversee client relationships for all RI Client Services clients. The Client Success Management Lead will play a highly visible and key role in ensuring that we continually meet and exceed our client expectations.

Key Responsibilities:

  • Oversee the building and enacting of project plans to ensure satisfaction of clients (internal and external)
  • Identify client needs and translate those needs into plans for delivery
  • Ensure client-facing deliverables and company-facing scorecards are delivered accurately and on time
  • Ensure overall Client Success Management practices and services are provided as expected
  • Ensure full-scale tracking of KPIs, contractual expectations, budgets, remediations, and improvements across all programs.
  • Responsible for budget oversight for to keep budgets appropriately aligned with scopes, and to keep Client Services on budget at a program level
  • Ensure coordination of all communications/meetings regarding various programs with Clients, Project Managers and key Client Services staff
  • Tracks and ensures deadlines are met on all program initiatives, improvements, and remediation plans
  • Ensure quarterly client satisfaction assessments are completed with Project Managers to identify opportunities for improvement
  • Works with peers to ensure the allocation of appropriate resources for initiatives
  • Facilitates internal resources and activity necessary to effectively deliver tangible results for clients
  • Responsible for achievement of transition plans (new work) into Client Services
  • Responsible for achievement of transition plans (expiring work) from Client Services
  • Identifies and implements process improvements.
  • Serves as the client facing point of contact for major support performance remediations, including strategy and resolution of remediation steps.
  • Support senior staff with development of presentations and proposals
  • Supports and develops direct reports through leadership training, performance management, professional development.
  • Responsible for Client Success Management team direct costs, overhead spend, recognition budgets, labor expenses.

Requirements:

  • 3+ years of client relationship handling including escalation handling
  • 3+ years of experience in project coordination, project management, or transition management
  • 2+ years of experience in supervision or peer mentoring
  • Excellent written and verbal communication skills are mandatory.
  • Demonstrated ability to build, track, and implement project plans
  • Interest in sustainability and passionate about making a meaningful impact on the environment.

Benefits:

Resource Innovations offers competitive salaries based on candidate's qualifications. Resource Innovations also offers three weeks paid vacation per year, paid holidays, a 401(k) plan with employee matching funds, a discretionary bonus and an overall comprehensive benefits package.

About Resource Innovations:

Resource Innovations (RI) is a women-led energy transformation firm focused on impact. Building on our expertise in energy efficiency, we're constantly expanding our portfolio of clean energy solutions to guide utilities through increasingly complex, connected challenges. Load flexibility. Electrification. Carbon reduction. With every step, we're leading the charge to power change.

Resource Innovations is an Equal Opportunity Employer, committed to ensuring equal employment opportunities for all job applicants and employees without regard to race, color, religion, national origin, gender, age, disability, marital status, genetics, protected veteran status, sexual orientation, or any other protected status. In addition to federal law requirements, Resource Innovations complies with applicable state and local laws governing non-discrimination in employment in every location in which the company does work.

The above job description and job requirements are not intended to be all inclusive. Resource Innovations retains the right to make changes or adjustments to job descriptions and/or job requirements at any time without notice.

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