Client Success Manager - Energy Efficiency

About Power Takeoff, Inc.

Power TakeOff is a leading provider of software and implementation solutions in the utility industry, specializing in energy efficiency and demand side management (DSM). Our mission is to identify and deliver data-driven solutions to guide our partners and their communities to a lower carbon future. We drive our sustainability impact through software and services leveraging utility meter data and layered data sets, advanced analytics, and personalized customer engagements that help businesses better understand and reduce their energy consumption. We deliver cost-effective solutions for over 25 utilities across North America.

Position Description

This role presents a unique opportunity to contribute to the success of Power TakeOff's program offerings by serving as the primary point of contact for a portfolio of utility and energy efficiency program clients. Client Success Managers are responsible for ensuring the satisfaction, retention and expansion of these accounts, developing deep understanding of client needs, and collaborating with both internal and external stakeholders to effectively deliver on program goals and identity and lead new business / sales opportunities.

A strong, polished, and proactive communication style, organizational skills, detail-oriented mindset, project management experience, and the ability to cultivate relationships with a wide range of personalities is instrumental to building client trust, developing strong stakeholder relationships, and being successful in this role. This is an internally and externally facing position responsible for acting as the primary point of contact for utility partner(s), internal teams, and other stakeholders throughout program implementation and will be held accountable for translating client priorities into action and advocating internally to help ensure program delivery aligns with client expectations and contractual obligations.

Key Responsibilities

• Demand side management (DSM) and energy efficiency industry experience, including utility client management
• Serve as the primary point of contact for assigned clients, proactively managing relationships through regular virtual meetings and periodic in-person engagements
• Develop a deep understanding of each client’s DSM portfolio, regulatory context and strategic priorities
• Set appropriate client expectations about Power TakeOff’s implementation best practices and key program parameters, ensuring a positive client experience while minimizing deviations from our standard/preferred parameters and approaches
• Successfully manage clients, programs, and service offerings through the program implementation phase while maintaining high, positive CSAT survey results
• Coordinate and lead all utility client and prime implementer meetings as the representative of Power TakeOff’s Programs team.
• Maintain solid familiarity with Power TakeOff and our services across client contacts and articulate key points that highlight our expertise and set us apart as an industry leader.
• Manage internal and external contributors, holding them accountable for their action items and timelines.
• Lead internal meetings with the Program Delivery team and Technical team members to ensure alignment, address challenges, and share progress updates.
• Identify expansion opportunities within existing accounts by recognizing unmet customer needs that align with Power TakeOff products or services.
• Build relationships with multiple stakeholders beyond the day-to-day contact.
• Develop strong understanding of client strategic initiatives and business priorities.
• Act as a sales lead on RFPs, RFIs, and other sales and expansion opportunities and management of utility strategic plans, playbooks, regulatory impacts, etc.
• Maintain a high awareness of internal resources to be able to effectively involve subject matter experts to solve issues quickly and accurately.
• Build strong partnerships with internal teams including Program Delivery, Business Development, Commercialization, and Management teams.
• Ability to anticipate challenges and proactively develop solutions.
• Balance short-term customer needs with long-term business goals.
• Prepare agendas, take notes, and follow up with clear and concise external and internal communications, including comprehensive meeting notes with well-defined action items.
• Act as the primary point of contact for utility partne