Customer Success Director (South)

Customer Success Boulder, Colorado Denver, Colorado


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. We’re working with over 90 of the world’s leading electric and gas utilities to provide a personalized end-to-end customer energy experience that helps meet and accelerate carbon reduction goals. We are a certified B Corp, 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 Customer Success Director to join our team and help us achieve our ambitious goals for our business and for the planet.

What you get to do:

As a Customer Success Director, you will be the leader for Uplight engagement with customers, providing oversight for the implementation and utilization of market-leading customer engagement, marketplace, , demand response, energy savings, and other select products. You will take ownership for aligning our products with our customers’ business objectives, with a focus on driving successful adoption and greater business value for our customers. You will be responsible for building strong relationships with senior customer stakeholders by establishing yourself as a trusted advisor as well as acting as primary advocate for our customers internally. An important aspect of the Customer Success Director role will entail leading collaboratively initiatives in a cross functional environment with members of various Uplight teams, including Engineering, Product, Operations, Regulatory, Sales, Marketing and other teams, to deliver measurable value for our customers.

In General you Should:

  • Care about energy, its impact on our customers, their customers, and the world
  • Be experienced in delivering demand response or energy efficiency projects.
  • Have strong communication skills
  • Comfortable working independently and demonstrates a background of success managing key, large accounts

Account Plan, Strategy and Sales Support:

  • Collaborate with senior executives on account strategy and delivery
  • Develop a deep understanding of the client’s business at the corporate, business unit and department level to create short and long-term account strategy in collaboration with Sales
  • Create/execute a tactical plan in support of closing new business, delivering programs, building strong customer relationships and satisfaction
  • Understand and report on forces that change customers’ budgets or the strategic direction of the client
  • Meet/exceed your accounts’ annual sales target to support Uplight in reaching its goals, while being well rewarded for your efforts
  • Identify, reach and influence key decision makers and all influencers and stakeholders within your accounts
  • Sustain and expand relationships with director-level, vice president and C-suite stakeholders.
  • Coordinate and direct all Uplight resources including Executives, Sales, Marketing, Product and Operations team members to achieve the delivery, relationship, and customer satisfaction goals identified in the account plan

Client Management and Delivery:

  • Be responsible for the overall performance and development of large customer accounts
  • Maintain high customer satisfaction
  • Provide overall account leadership. Plan and scope long-term strategic deliverables
  • Communicate effectively with internal and external stakeholders
  • Manage delivery for clients by coordinating and holding accountable internal operational teams
  • Manage the team responsible for the end-to-end delivery and success of customer programs
  • Deliver each project on time, to budget and with quality while achieving Utility outcomes
  • Manage team members and provides coaching, mentoring, and technical reviews

What you bring to Uplight:

  • At least 10-12 years of experience in a comparable role
  • Regulated electric utility experience strongly preferred
  • Experience with Demand Side Management (Energy Efficiency and Demand Response) strongly preferred
  • Experience working closely with C-level / SVP-level executives
  • Outstanding written and oral communication skills
  • Natural affinity for working across departments and colleague personas to drive cross-functional work streams to completion and are an independent thinker who proactively identifies issues interdependencies, and solutions
  • Experience working on large, complex IT or similar technology integration projects requiring attention to detail, planning, and multi-channel communication requirements
  • Expertise developing and maintaining key relationships across an organization from the C-suite down
  • Attention to detail and ability to internalize and communicate a wide array of information concerning software and analytics products as well as sales process
  • Willingness to travel 20-50% of the time (whenever we get back to visiting our clients face to face)

What makes working at Uplight amazing:

In addition to all the standard medical and dental benefits, that kick in Day 1, we:

  • Are proud to be over 500+ rebels with an important cause by helping to create a more sustainable planet
  • Are committed to the environment, our employees, and our communities
  • Focus on career growth by following defined career ladders
  • Take 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
  • Exceptionally collaborative and cool office spaces (once we reopen them)
Salary: $120,000 - $130,000 (dependent upon experience)

Uplight provides equal employment opportunities to all employees and applicants for employment 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.