Senior Client Success Manager

2 weeks ago

Boulder, Colorado, United States upLIGHT Full time
Position Overview


Are you passionate about fostering a sustainable future? At Uplight, we are dedicated to empowering energy consumers and providers to enhance the clean energy landscape.

Collaborating with over 90 of the foremost electric and gas utilities globally, Uplight offers a comprehensive customer energy experience.

We provide tailored experiences that customers have come to expect, enhancing satisfaction, boosting revenue, minimizing service costs, and aiding in carbon reduction objectives.

As a certified B Corp, we are committed to translating our values into action, making decisions that benefit not only our shareholders but also our customers, the environment, our employees, and the community.


We are looking for a Senior Client Success Manager to join our team and assist us in reaching our ambitious objectives for both our business and the planet.

Key Responsibilities


As a Senior Client Success Manager (Market Operations), you will be part of the Large Assets team, a dynamic, results-driven group focused on delivering comprehensive business and technical solutions to Uplight's clients.

The Senior Client Success Manager (Market Operations) serves as a business leader and operates cross-functionally.

You will collaborate closely with our clients and partners to ensure that the business value generated by AutoGrid solutions is fully realized, identify opportunities to deepen our relationships with customers, and assist them in navigating their journey towards a more intelligent energy ecosystem and asset monetization.

You will also work closely with our Sales, Pre-Sales, and Product teams, acting as the customer advocate within Uplight.


Successful Senior Client Success Managers possess a robust understanding of energy markets, asset monetization within ISOs, the regulatory environment, and the challenges faced by all stakeholders in the energy ecosystem.

As a Senior Client Success Manager, you will cultivate relationships with clients, leading to opportunities for you to guide them in adopting industry best practices and solution strategies that align with the needs of both organizations.


This role requires strategic thinking, exceptional organizational skills, and the ability to delve into technical details when necessary, promoting the solution that best meets customer needs—both internally and externally.

This position will report to the VP of Delivery and Operations.

What You Will Achieve

- Serve as a trusted advisor to our clients, assisting them in confirming, identifying, quantifying, and achieving their objectives while maximizing value.
- Build solid, trusted relationships with clients and expand both capacity and program scope.
- Report progress towards goals to client stakeholders during quarterly and executive business reviews.

- Empower our clients to become proficient users of the AutoGrid platform and share the knowledge you create while addressing their most pressing challenges.

- Advocate for the client by identifying and communicating client pain points and requirements to the Product team for inclusion in roadmap prioritization.

- Collaborate with the AutoGrid Sales team and Project Managers to develop account and program strategies that will strengthen customer relationships and drive additional business opportunities.

- Work with Customer Support to prioritize and escalate bugs and issues to ensure timely resolution.
- Develop best practices and thought leadership content based on experiences and insights gained from customers.

- Manage multiple accounts simultaneously, effectively prioritizing your efforts and those of other team members involved.

Qualifications

- BS/MS/PhD in computer science, engineering, science, or equivalent work experience.

- 5+ years of customer-facing experience in customer success, strategic account management, management consulting, or other relevant fields, ideally in a fast-paced top-tier consulting firm, services, or technology-related environment, particularly within the energy sector.

- Experience in developing, operating, or supporting large-scale solar, wind, and/or battery energy storage projects (50 MW or larger) in the US ISO/RTO markets (experience with ERCOT is a plus).
- Proven success in working directly with clients, including developing account strategies and building relationships with senior-level stakeholders (Directors, VPs, etc.).
- Strong knowledge of solar, wind, and storage project finance, contracts, utility interconnection, and construction/EPC issues.
- Willingness to learn, collaborate, and adapt to ambiguity and changing priorities in a start-up culture.

- Ability to understand the priorities, strategic direction, and constraints of clients, enabling you to help grow and expand accounts.

- Proficiency in understanding customer use cases and conducting fit/gap assessments relative to Uplight solutions; identifying potential use cases not yet implemented on the Uplight Flex platform and pursuing opportunities to extend the customer's use of the platform.

- Familiarity with customer acceptance and testing for software solutions in the energy sector, including the ability to define success criteria with clients that align with their business and technical needs.

- Experience deploying SaaS products in enterprise environments and collaborating with diverse stakeholders.
- Flexibility to work with a global team, engaging with clients and team members across multiple time zones.
- Excellent written and oral presentation skills, along with a passionate, optimistic, and winning attitude.
- Enthusiasm for customer success and excellence.
- Preference for ET or CT time zones due to collaboration with European clients.

Bonus Qualifications

- Passion for renewable energy and contributing to the greening of our energy sources.
- Experience with Customer Success software such as Gainsight, Churn Zero, etc.


At Uplight, we are committed to building a diverse, inclusive, and authentic workplace. We encourage individuals from all backgrounds to apply, even if their past experience does not align perfectly with every qualification in the job description.


What Makes Working at Uplight Exceptional:
- Proud to be a team of over 500 purpose-driven individuals dedicated to creating a more sustainable planet.
- Committed to the environment, our employees, and our communities.
- Focused on career growth through defined career ladders.
- Dedicated to taking our work and mission seriously while fostering a culture of enjoyment and laughter.

We Also Offer:
- 401k Match
- Medical, vision, and dental insurance
- Monthly wellness stipend
- Peer-to-peer recognition program
- Management by objectives bonus plan
- Innovative flexible time off policy
- Exceptionally collaborative and modern office spaces

Salary Range:
$79,000-$131,000 USD


Uplight provides equal employment opportunities to all employees and applicants and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

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