Client Success Manager at ScaleMicrogridSolutions

The RoleWe are looking for a Client Success Manager who will serve our existing customer base that includes a variety of distributed generation assets on the East Coast. You will report to our Senior Director of Client Success and work a hybrid schedule from either our HQ in Ridgewood, NJ, or the New York City office (Union Square area).  

Key responsibilities will include:

Serve as the primary point of contact for Scale customers

Monitor and analyze energy and financial asset performance to ensure both internal and external goals are being met

Identify ways to improve and optimize asset performance to enhance value for Scales customers

Maintain contractual obligations under PPA, interconnection agreements, and energy service agreements

Prepare and deliver monthly, quarterly, and annual performance summaries and presentations to customers

Track performance KPIs

Work directly with Scale’s customers to build and cultivate strong relationships, ensure operations and goals are aligned, and Scale’s assets are performing

Coordinate with both internal teams and the customer for all post-installation support and service needs effectively and efficiently, ensuring a high customer satisfaction level

Complete ad-hoc analysis based on customer needs and feedback

Regularly gather customer feedback and liaise with Scale’s internal teams to incorporate feedback and enhance customer experience

Continuously look for opportunities to add value to our customers, offering further energy services/energy solutions to customers

Managing Scale’s third-party service providers and ensuring a strong understanding of each of their roles to facilitate timely and accurate resolutions if/when issues arise

Handle customer questions and requests effectively, and proactively communicate with customers, handle service problems politely and efficiently

Recognize problems and respond by systematically gathering information, sorting through complex issues, seeking input from others, and addressing the root cause of issues

Make timely decisions to ensure high levels of customer satisfaction

Ensure Scale’s assets are operating in compliance with all permits and coordinate any ongoing reporting requirements by local regulatory authorities

To be successful in the role, you should have:

3-7+ years of demonstrated experience being an asset manager, client success manager, or account manager in a clean energy or industrials environment

Experience with managing distributed solar PV, BESS, natural gas generator, and/or EV charging projects preferred

A fundamental understanding of energy markets, utility bill calculation, and DERs

Baseline knowledge of electric infrastructure in commercial and industrial facilities

Strong understanding of solar plant design, SCADA data, and O&M principles.

Financial modeling and energy performance analytics proficiency (Excel, Power BI, etc.)

The ability to succeed in ambiguous and autonomous environments

Strong relationship-building skills and willingness to travel to client meetings when needed

Excellent customer service skills

Sound decision-making with the ability to balance both short-term and long-term needs

The ability to manage ambiguity and relay complex concepts in a simplified manner

Familiarity with asset management platforms and monitoring systems

Excellent communication, reporting, and stakeholder management skills

Detail-oriented with strong analytical and problem-solving capabilities

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