Manager, Client Partnerships

ROLE OVERVIEW This position is responsible for providing strategic account management support across a portfolio of Pivot Energy’s clients, including Corporate Clients, Industry Clients, and Strategic Partners. Serving as the primary point of contact for an assigned portfolio, this position will require internal coordination of multiple services and products. This role will engage in a variety of tasks ranging from strategic planning, project management, relationship management, contract management, and risk management, among others, with an emphasis on cross-departmental communication. This position will lead the delivery of a best-in-class customer experience to our clients and partners that will drive and increase client retention, client satisfaction, and contractual expansion.

PRIMARY RESPONSIBILITIES

• Relationship Development & Management
• Manage a portfolio of strategic accounts by serving as the primary point of contact for clients across multiple products and services.
• Drive client retention and contractual expansion through the development of long-lasting partnerships rooted in trust, communication, and execution.
• Manage contractual obligations and scopes of work across multiple products and services, while maintaining a high degree of collaboration with internal cross-functional stakeholders.
• Drive a high level of client satisfaction by ensuring that Pivot Energy is delivering on client commitments, SLAs, and SOWs while meeting deadlines to exceed client expectations.
• Leverage internal resources, software, and infrastructure to execute and drive client goals, while maintaining a keen eye on contractual growth opportunities.
• Develop and drive the Client Operating Plan and client strategy, in communication and with support from the client’s larger Pivot Energy team.
• Leverage Salesforce as our main CRM and designated tool for a centralized repository of client information. Maintain client information regularly updated in Salesforce. 
• Work closely with the Business Development, Delivery, Finance, Marketing, SunCentral Operations team, and Accounting, among other departments, to ensure that we are proactively mitigating risk, maintaining client operating plans up to date, driving deliverable timelines, and onboarding new products and services.
• Leverage industry and market knowledge, along with product and service understanding, to anticipate client needs. Simultaneously educating the client on current/new products, services, and markets.
• Become the client expert by understanding client goals and common areas of discomfort, while adding value to a mutually beneficial client/Pivot Energy partnership.
• Internally communicate client insights, and feedback across various teams and departments by maintaining a Client Tracker, internal state of the client calls, and leveraging Salesforce.
• Serve as an internal and external resource during the implementation of new products/services and the contractual expansion process, by balancing the client’s goals and that of Pivot Energy.
• Manage the overall onboarding of new clients, products, and services.
• Schedule and lead regular client meetings to maintain open lines of communication and develop a relationship rooted in mutual trust, product understanding, and collaboration.
• Lead and resolve client issues and risk management both internally and externally by documenting all issues in Client Tracker, completing Client Issue Cases, and Root Cause Analysis when appropriate.
• Manage client contracts, SOW, KPI, and any other custom or key contractual obligations to ensure expectations are well aligned both internally and externally.
• Leverage Salesforce, Smartsheet, HubSpot, Jira, SunCentral, and other internal tools as appropriate resources to manage a portfolio of clients.
• Triage client software bugs/new features, while collaborating with the Software Product Team.
• Support Clients in expanding portfolios through timely communications, project management, proposal writing, risk mitigation, and software demos as appropriate.


• Project Management
• Communicate client requests across the organization by sharing key project management items with the appropriate internal stakeholders.
• Support the Operations team with regular reporting to clients on asset performance and regulatory compliance by coordinating client feedback and initiating creative communications templates.
• Coordinate Client data with the Accounting team to ensure timely invoicing, accounts receivable, and financial planning.
• Other special projects or duties as needed to support departmental goals.

REQUIRED COMPETENCIES

• Bachelor’s degree in Business, Energy, Communications or similar fields.
• Proven experience in account man