Customer Success Manager (Analytics Workbench - Remote)

About the position

The Customer Success Manager, Analytics Workbench is a multifaceted role that requires a blend of customer success and consultation skills. This role is pivotal in maintaining and expanding relationships with clients leveraging Bidgely's Analytics Workbench product. The Customer Success Manager will collaborate with various teams to implement account management plans focused on growth. They will also track and present key performance indicators, showcasing the value of Analytics Workbench to stakeholders.

Responsibilities

• Serve as the primary point of contact for clients participating in Analytics Workbench projects
• Build and maintain strong, long-lasting relationships with clients, understanding their needs and challenges
• Regularly communicate with clients to provide updates, address concerns, and gather feedback on program effectiveness
• Ensure high-quality project delivery through cross-functional management of teams supporting Analytics Workbench
• Work with existing clients to understand their immediate needs and future product enhancements
• Lead metrics and Quarterly Business Reviews (QBR) sessions with customers to highlight program successes, achievements and roadmap
• Consult for existing clients in the analytics realm and support their analytics development
• Act as the customer's subject matter expert for load research and behind the meter targeting, electric vehicle penetration, and DER grid planning
• Support sales efforts by sharing innovation vision and subject matter expertise with potential clients
• Pitch Analytics Workbench to deliver thought leadership in the analytics space
• Advance sales and revenue by leveraging market knowledge, competitive evaluation, technical expertise, and customer feedback
• Drive the team towards significant business impact and own decision-making internally for product and projects
• Develop new product value propositions and collaborate with utilities to validate and publish findings
• Share the product vision and stories both internally and externally, enhancing product visibility and market positioning
• Own program renewal and expansion quota for Analytics Workbench
• Assist in the development and implementation of operational guidelines and objectives for projects
• Provide leadership in analyzing, diagnosing, and flagging issues, proposing resolutions to ensure project success

Requirements

• At least 3 years of proven experience in customer success, account management, or related roles working on utility programs OR at least 2 years of experience in customer success AND at least 1 year of experience working with utility programs in a software, technology or consulting company
• Must have at least 1-2 years of familiarity with the energy sectors technologies, programs and regulation
• Track record of success delivering complex, cross-functional projects with large enterprise customers
• Experience with Project Management (Wrike), and Engineering (JIRA) tools
• Analytical mindset with proficiency in data analysis and reporting tools
• Strong interpersonal skills with the ability to build rapport and trust with clients
• Excellent communication skills, both verbal and written, with the ability to convey complex technical information in a clear and concise manner
• Project management experience, including the ability to manage multiple tasks and priorities simultaneously
• Ability to convert customer-level success into future account level business development opportunities
• Detail oriented and able to monitor customer health and proactively identify and mitigate churn risks

Nice-to-haves

• Project Management (PMP) certification or similar certification in customer success management
• Bachelor's degree in Business Administration, Environmental Science/Studies, Engineering, or related field
• Experience in consulting, specifically for utilities in North America

Benefits

• Medical, Dental and Vision Insurance coverage from day one
• HSA, FSA and DCFSA plans
• 401(k) Plan
• Flexible Paid Time Off
• Annual wellness stipend
• Annual professional development stipend
• Paid Parental Leave
• Bereavement leave
• Mental Health and wellness resources for your whole family