Enterprise Customer Success Manager (Large Asset Market Operations)
Description
The Position
Do you dream about creating a more sustainable future? At Uplight, we are motivating energy users and providers to accelerate the clean energy ecosystem. Working with over 90 of the world’s leading electric and gas utilities, Uplight provides an end-to-end customer energy experience. Uplight delivers personalized experiences that customers have now come to expect–improving satisfaction, increasing revenue, reducing the cost to serve, and contributing to carbon reduction goals. We are B Corp certified, enabling us to put our values into action by not only making decisions for the benefit of our shareholders, but also for our customers, environment, employees, and community.
We are seeking a Enterprise Customer Success Manager to join our team and help us achieve our ambitious goals for our business and the planet.
What you will contribute:
As an Enterprise Customer Success Manager (Market Operations), you will join the Large Assets team, which is a fast paced, results-oriented, hands-on group focusing on delivering end-to-end business and technical solutions to Uplight’s clients.
The Enterprise CSM (Market Operations) is a business leader and truly cross-functional. You will be working closely with our customers and partners to help ensure that the business value generated by AutoGrid solutions is fully realized, identify ways to expand our relationships with customers, and to help our customers navigate along their path into a smarter energy ecosystem and asset monetization. You’ll also interface closely with our Sales, Pre-Sales, and Product teams, as the advocate for the customer within Uplight
Successful Enterprise Customer Success Managers (ECSM) have a solid understanding of the energy markets, monetization of assets within ISOs, the regulatory landscape, and challenges facing all stakeholders in the energy ecosystem. As an ECSM, you’ll develop relationships with customers resulting in opportunities for the ECSM to guide customers to adopt industry best practices and solution approaches compatible with the needs of both organizations.
This involves an ability to think strategically, be highly organized, and be able to dive into appropriate technical depth when required and evangelize the solution that would best meet the customer needs – internally and externally. This role will report to the VP of Delivery and Operations.
What you get to do:
- Be the trusted advisor to our clients, helping them confirm, identify, quantify, and achieve their goals, while maximizing value.
- Develop solid, trusted client relationships and grow both megawatts of capacity and program scope.
- Responsible for reporting progress towards goals to client stakeholders at quarterly and executive business reviews.
- Empower our customers to become expert users of the AutoGrid platform and transfer the knowledge you create while solving their most valuable problems.
- Advocate for the client by identifying and surfacing client pain points and requirements to the Product team for the inclusion in roadmap prioritization.
- Partner with the AutoGrid Sales team and the Project Managers to craft account and program strategies that will deepen customer relationships and drive incremental business opportunities.
- Collaborate with Customer Support to help prioritize and escalate bugs and issues to ensure timely resolution.
- Develop best practices and thought leadership content based on experiences/learning from the customer.
- Manage multiple accounts at any given time, effectively prioritizing your own efforts and those of the other team members involved.
What you bring to Uplight:
- 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, strategy or other relevant experience, ideally in a rapidly-paced top-tier consulting firm, services, or technology-related environment and working with customers in the energy industry.
- Experience developing, operating, or supporting large scale solar, wind, and/or battery energy storage projects (50 MW or larger) in the US ISO/RTO markets (ERCOT is a bonus)
- Demonstrated success working directly with customers, including developing account strategy and building senior-level relationships (Directors, VP’s, etc…).
- Strong fluency in solar, wind, and storage project finance, contracts, utility interconnection, and construction/ EPC issues.
- Willingness to learn, collaborate, comfortable with ambiguity and changing priorities as part of a start-up culture.
- An ability to understand the priorities, strategic direction, and constraints of customers in a way that allows the CSM to help grow and expand accounts.
- Ability to understand customer use cases and conduct fit / gap assessments relative to Uplight solutions; identify potential use cases not yet implemented on the Uplight Flex platform pursue opportunities to extend the customer’s use of the platform
- Knowledge of customer acceptance and testing for software solutions in the energy space including an ability to define success criteria with customers appropriate to their business and technical needs.
- Experience deploying SaaS products in enterprise environments and collaborating with multiple diverse stakeholders.
- Flexibility to work for a global team with customers and team members spread across multiple time zones
- Excellent written and oral presentation skills plus a passionate, optimistic and a winning attitude is a must.
- Enthusiasm for customer success & excellence.
- Preference to ET or CT timezones due to working with Europe
Bonus points:
- Passionate for renewable energy and helping greening our energy sources.
- Experience with Customer Success software e.g. Gainsight, Churn Zero, etc…
Don’t meet every single requirement? Studies have shown that women, marginalized genders and people of color are less likely to apply to jobs unless they meet every single qualification. At Uplight we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.
What makes working at Uplight amazing:
We are:
- Proud to be over 500+ purpose-driven individuals helping to create a more sustainable planet.
- Committed to the environment, our employees, and our communities.
- Focused on career growth by following defined career ladders.
- Committed to taking our work and mission seriously and….we love to laugh!
We also provide:
- 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 cool office spaces
Salary Range: $79,000-$131,000 USD
In accordance with the Colorado Equal Pay for Equal Work Act, the approximate annual base compensation range is listed above. The actual offer, reflecting the total compensation package and benefits, will be determined by a number of factors including the applicant's experience, knowledge, skills, and abilities, as well as internal equity among our team.
Uplight provides equal employment opportunities to all employees and applicants and prohibits discrimination and harassment of any type without regard to race (including hair texture and hairstyles), color, religion (including head coverings), 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.