About the job
About Our Client
Our client is a company that is a **women-led** energy transformation firm **focused on impact**. Building on expertise in energy efficiency, the firm is constantly expanding its portfolio of clean energy solutions to guide utilities through increasingly complex, connected challenges, including load flexibility, electrification, and carbon reduction. With every step, the company is leading the charge to power change.
About The Role
Our client is a dynamic and growing team is seeking a **Manager of Client Success Management** to join its ranks. This role is ideal for a highly skilled and motivated professional with a strong background in client handling and team leadership. As a Manager of Client Success Management, the individual will lead strategy and decision-making for the Client Success team, guide client onboarding, and oversee client relationships for all client services. This position is highly visible and key in ensuring the team continually meets and exceeds client expectations.
Duties and Responsibilities
- Oversee the building and enacting of project plans to ensure satisfaction of clients (internal and external).
- Identify client needs and translate those needs into plans for delivery.
- Ensure client-facing deliverables and company-facing scorecards are delivered accurately and on time.
- Ensure overall Client Success Management practices and services are provided as expected.
- Maintain full-scale tracking of KPIs, contractual expectations, budgets, remediations, and improvements across all programs.
- Responsible for budget oversight to keep budgets appropriately aligned with scopes and to maintain Client Services on budget at a program level.
- Coordinate all communications/meetings regarding various programs with clients, project managers, and key Client Services staff.
- Track and ensure deadlines are met on all program initiatives, improvements, and remediation plans.
- Complete quarterly client satisfaction assessments with project managers to identify opportunities for improvement.
- Work with peers to ensure the allocation of appropriate resources for initiatives.
- Facilitate internal resources and activities necessary to effectively deliver tangible results for clients.
- Be responsible for the achievement of transition plans (new work) into Client Services.
- Oversee the achievement of transition plans (expiring work) from Client Services.
- Identify and implement process improvements.
- Serve as the client-facing point of contact for major support performance remediations, including strategy and resolution of remediation steps.
- Support senior staff with the development of presentations and proposals.
- Support and develop direct reports through leadership training, performance management, and professional development.
- Manage direct costs, overhead spend, recognition budgets, and labor expenses for the Client Success Management team.
- Perform other duties as assigned.
Requirements
- 3+ years of client relationship handling, including escalation handling.
- 3+ years of experience in project coordination, project management, or transition management.
- 2+ years of experience in supervision or peer mentoring.
- Excellent written and verbal communication skills are mandatory.
- Demonstrated ability to build, track, and implement project plans.
- Interest in sustainability and a passion for making a meaningful impact on the environment.
Preferred Skills, Education and Experience
- Advanced meeting and process facilitation skills.
- Ability to guide the big picture at a project level while maintaining flawless detail orientation at a client delivery level.
Benefits
Our client offers competitive salaries based on candidate qualifications. Benefits include three weeks of paid vacation per year, paid holidays, a 401(k) plan with employee matching funds, a discretionary bonus, and a comprehensive overall benefits package.
