Director, Client Success (West and South regions)

About EnergyHub

EnergyHub empowers utilities and their customers to create a clean, distributed energy future. We help consumers turn their smart thermostats, EVs, batteries, and other products into virtual power plants that keep the grid stable and enable higher penetration of solar and wind power.

About the Opportunity 

EnergyHub’s Client Success team launches and operates best-in-class programs for electric utilities, helping them address grid challenges by engaging customers with connected devices. As the Director, Client Success for the West and South Region, ensuring our clients achieve their goals is your mandate. You and your team own the client relationship end-to-end, including managing the launch of our platform and programs while building and maintaining strong client relationships. You’ll also work closely with the Sales, Product, Engineering, and Marketing teams to maintain account health and drive renewals & upsells.

This is a highly visible, customer-facing role, ideal for someone who has a passion for working with clients and software products, enjoys managing teams through complex solutioning, exercises sound business judgment, and is a strategic thinker with extraordinary attention to detail. 

This position will report to EnergyHub’s Senior Director, Client Services and will ensure that our Client Success team initiatives align with EnergyHub's strategic goals and drive growth and satisfaction in these regions. 

Main Responsibilities

Own success for your region. Take full ownership of the West and South regions’ P&L by driving revenue, managing ARR to meet or exceed company targets, developing and implementing strategies to grow accounts for long-term value and client satisfaction, and serving as the senior escalation point for client issues to ensure timely and effective resolution.

Drive strategy. Collaborate with the Executive Team to develop and execute strategic initiatives that drive growth and efficiency within the West and South regions, lead cross-functional projects and initiatives to ensure alignment with overall company goals and objectives, manage and develop team members while fostering a culture of continuous improvement, learning, and knowledge sharing, and promote excellent people management and leadership through weekly one-to-one meetings, holistic performance management, and creating an environment where high performers can thrive and grow in their careers.

Model senior leadership in the business. Oversee a team of Client Success Managers, helping the team manage launches and multi-faceted programs with device partners, clients, and internal teams. Ensure program operations are seamless and client goals and success metrics are top of mind for the organization. Work with Sales to design new program structures to meet client requirements and identify new (and improve existing) tools, processes and best practices. Track and drive renewals and upsell efforts. Develop and report on key metrics of utility programs with internal teams. Foster a collaborative, proactive, problem-solving, high-performance culture within the Client Success team.

Be a trusted advisor who ensures we meet clients and internal goals. Help the team manage internal expectations as well as those of our clients. Spend time to understand client objectives and help the team guide clients through key decisions to design programs that support these targets. Help set the direction for new programs, including shaping program designs for new BYOD programs and informing required resources for delivery of contracts. Be an escalation point when difficult situations arise and help the team resolve operational challenges. Support Product and Marketing in capturing the voice of the customer and market feedback. Develop and execute strategies to meet or exceed financial targets by managing the ARR for your region.

Be an effective communicator. Work with your team to present key results, facilitate meetings, and deliver nuanced messages to clients. Maintain consistent communication with an array of stakeholders to ensure efficient program implementation across the portfolio, review ongoing needs, and provide timely solutions and recommendations to help achieve program success. Foster effective decision-making and operational excellence by building relationships and helping internal teams understand priorities and business context.

Be a product and service expert. Develop a comprehensive knowledge of demand management, the drivers of program success, and a deep understanding of the product to effectively communicate capabilities to clients and shape program design. Actively contribute to the refinement and development of new product features and service offerings. Support contract negotiations between EnergyHub and utility clients, SOW negotiations with partners and development for end-use customers.

Key Skills and Experience

• Bachelors degree or equivalent work and education experience
• 10+ years of professional experience in technology/energy services or account management (with a strong preference for experience within a SaaS or enterprise software-related field, or in the energy or connected devices industry)
• 7+ years’ experience of demonstrated ability to lead and influence high-level decision-makers within utility organizations through persuasion, negotiation, and consensus building
• Demonstrated experience of successful team leadership in a cross-functional work environment, where you have shown an uncanny ability to “get things done” in a fast-paced environment
• Exceptional project management experience in a commercial environment
• Strong empathy for customers and passion for revenue and growth
• Deep understanding of value drivers in recurring revenue business models
• demonstrated excellent communication skills, and the ability to succinctly translate complex topics across a wide range of audiences
• Successful hands-on work with clients that has resulted in engendering trust and building outstanding client and partner relationships
• Excellent written and verbal communication skills.
• Comfortable working in a fast-paced environment that involves ambiguity and greenfield initiatives
• Willingness to travel (~25%) 

Preferred Skills and Experience

• Deep understanding and experience with the underlying Virtual Power Plant (VPP) technologies used in VPP programs and initiatives

Why work for EnergyHub?

• Collaborate with outstanding people: Our employees work hard, do great work, and enjoy collaborating and learning from each other. 
• Make an immediate impact: New employees can expect to be given real responsibility for bringing new technologies to the marketplace. You are empowered to perform as soon as you join the team!
• Gain well rounded experience: EnergyHub offers a diverse and dynamic environment where you will get the chance to work directly with executives and develop expertise across multiple areas of the business.
• Work with the latest technologies: You’ll gain exposure to a broad spectrum of  IoT, SaaS and machine learning obstacles, including distributed fault-tolerance, device control optimization, and process modeling to support scalable interaction with disparate downstream APIs. 
• Be part of something important: Help create the future of how energy is produced and consumed. Make a positive impact on our climate.
• Focus on fun: EnergyHub places high value on our team culture. Happy hours and holiday parties are important to us, but what’s also important is how our employees feel every single day. 

Company Benefits

EnergyHub offers a generous benefits package including 100% paid medical for employees and a 401(k) with employer match. We offer a casual environment, the flexibility to set your own schedule, a fully stocked fridge and pantry, free Citi Bike membership, secure bike rack, gym subsidy, paid parental leave, and an education assistance program.

EnergyHub is an Equal Opportunity Employer

EOE, Including Disability/Vets. Reasonable accommodations are available for individuals with disabilities throughout the application process. If you are a person with a disability needing assistance with the application process, please contact [email protected].

In connection with your application, we collect information that identifies, reasonably relates to or describes you (“Personal Information”). The categories of Personal Information that we may collect include your name, government-issued identification number(s), email address, mailing address, other contact information, emergency contact information, employment history, educational history, criminal record, and demographic information.  We collect and use those categories of Personal Information about you for human resources and other business management purposes, including identifying and evaluating you as a candidate for potential or future employment or future positions, recordkeeping in relation to recruiting and hiring, conducting criminal background checks as permitted by law, conducting analytics, and ensuring compliance with applicable legal requirements and Company policies.  By submitting your application, you acknowledge that we may retain some of the personal data that you provide in your application for our internal operations such as managing our recruitment system and ensuring that we comply with labor laws and regulations even after we have made our employment decision.

Notice To Third Party Agencies:

EnergyHub understands the value of professional recruiting services.  However, we are not accepting resumes from recruiters or employment agencies for this position. In the event we receive a resume or candidate referral for this position from a third-party recruiter or agency without a previously signed agreement, we reserve the right to pursue and hire those candidate(s) without any financial obligation to you.