Senior Manager or Director, Client Success Strategy - REMOTE

We are seeking a highly strategic and experienced Client Success Strategy Manager to lead and optimize our client success efforts. This role is designed for an individual with a robust background in driving operational excellence, client satisfaction, and business growth. The ideal candidate will have a minimum of 5 years of experience in leading teams within areas of client success, account management, product management, or project management.

A nice-to-have for this position is experience within the electric utility industry (distribution, transmission, or generation), which would provide additional context and insight into our clients’ needs. Additionally, experience with application development and data science processes would be a plus.

A little about E Source

E Source combines industry-leading research, data science, and consulting to help utilities make and implement better data-driven decisions that positively impact their customers, their bottom line, and our planet. Headquartered in Boulder, CO, we have teams across the US and Canada. Learn more at www.esource.com.

How you’ll help:

1. Client Success Strategy:
   • Lead strategic initiatives aimed at improving client retention, satisfaction, and long-term relationships, focusing on key areas such as account management, product adoption, and sales alignment.
   • Oversee the management and growth of key client accounts, ensuring that clients receive exceptional service and value from our offerings.
   • Oversee engagement managers in Client Success to tailor account plans, set measurable goals, and track performance against client success metrics.
   • Identify opportunities for process optimization and introduce best practices based on client needs and feedback.
   • Stay ahead of industry trends and best practices, ensuring the client success strategy evolves to meet changing market demands and enhance operational efficiency within the client success team.
2. Product Management Collaboration:
   • Work in tandem with the product management team to ensure that client needs are effectively communicated and that new features and improvements align with client expectations.
   • Drive product adoption by guiding clients on best practices, facilitating product training, and gathering feedback to inform product roadmaps.
   • Collaborate with internal teams (including product, engineering, and sales) to ensure alignment on project goals, resources, and schedules and to realize timely delivery of product solutions.
3. Cross-Functional Collaboration:
   • Collaborate closely with the sales team to ensure smooth transitions from sales to implementation, maintaining client engagement throughout the lifecycle.
   • Partner with key internal teams, including sales, product management, engineering, data science, and marketing to ensure client success strategies are executed seamlessly across all touchpoints.
   • Provide feedback and insights to help refine internal processes, making improvements in areas that impact client experience and business operations.
4. Content Development, Communications, and Presentation:
   • Expertise in creating compelling, client-facing content, including visually appealing PowerPoint presentations, client reports, and strategic documents that clearly communicate key messages, insights, and value propositions.
   • Ability to distill complex information into concise, easily digestible formats. Skilled in using