Senior Director, Client Services

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 

As EnergyHub expands its footprint and offerings, we are looking for an experienced customer services leader to own delivery across our entire portfolio of client focused work. This leader will help us mature our delivery culture, processes and practices, scale our client services and make our utility partners the heroes of their flexibility stories.  

EnergyHub’s Senior Director, Client Services will lead, manage and develop the Client Success, Customer Support, and Implementation Services departments. Working in partnership with other Go To Market and technical teams, this leader will be accountable for delivering an exceptional client experience and delivering the best outcomes for EnergyHub’s utility customers as we enter our next phase of growth. The Senior Director, Client Services is responsible for making sure the team is working closely with the rest of the organization to support our 100+ programs in North America and helping to evolve the team to support the breadth and depth of our product and service offerings. This Senior Director, Client Services will also be responsible for identifying gaps in our current practices and processes, trialing and building the case for new approaches, successful implementation of our products and services from end-to-end, and ultimately account management and client satisfaction. This role includes full ownership of the Client Services organization’s P&L, ensuring sustainable growth to meet or exceed financial targets.

Main Responsibilities: What you’ll do

• Represent 'delivery' in the GTM organization, with a focus on informing, influencing and navigating cross-functional decision making across all areas of the business. 
• Develop and execute strategies to meet or exceed financial targets by managing the Client Services team P&L and client relationships.
• Champion development of our operational & delivery performance capabilities to enable us and our clients to hit ambitious growth and quality KPIs 
• Develop and manage the Client Services strategy, and ensure seamless day-to-day program operations in alignment with our client goals
• Build deep relationships with our customers and serve as an escalation point for internal and external teams
• Drive development and implementation of VPP programs; build best practices across product verticals, a strong team POV on program development and management, and ensure the continued improvement of client and end-user customer experience
• Proactively identify and move forward initiatives that enable the success of our delivery team. This could involve researching, trialling and building the business case for new tools or processes.
• Provide coaching, guidance, and support to Client Services teams, helping them grow their careers, enhance delivery practices, and increase impact, while fostering a collaborative, high-performance culture that encourages the sharing of best practices and mutual support.    
• Define how Client Services interacts with other business areas such as product, marketing, sales, business development; Partner closely with Sales, Marketing and Product leadership to align GTM operations and strategy and implement a delightful client experience that will be a competitive advantage to EnergyHub’s success and growth 
• Lead, inspire and develop the CS, Support and Operations leaders and their teams to drive innovation to ensure predictable and scalable results that drive growth and improve profitability. 
• Collaborate closely with product to ensure we ship valuable features for our clients, ensuring cross-collaborative alignment and adherence to project timelines and tasks.
• Help evolve the services included in our client offerings based on feedback and insights from the market
• Be hands on - dive into the nitty gritty of project delivery when needed
• Lead, inspire, and develop the CS, Support, and Operations leaders and their teams to drive innovation, ensuring predictable and scalable results that drive growth and improve profitability.

Required Skills and Experience: What you need

• Bachelor’s degree in business, engineering, energy management, or a related field required; Master’s degree highly preferred.
• 10+ years’ experience as a leader growing and scaling software delivery and support teams, in a fast paced, client-centric, environment.
• 10+ years of experience in utility business development, grid services, or energy program leadership, with a proven record of success in the utility sector.
• Excellent leadership, communication, and relationship-building skills, with experience managing high-stakes negotiations and complex partnerships.
• Strong background in navigating regulatory frameworks and building strategic relationships with government bodies and regulatory agencies.
• Experience setting strategic direction for delivery and client service, aligning with the overall company vision.
• Proven expertise in driving revenue growth through Client Success, Support, and Technical Operations, with strong skills in risk management, negotiation, and decision-making. 
• Extensive experience developing and motivating high-performing teams, managing senior business development functions, and navigating complex relationships. 
• Skilled communicator and storyteller with exceptional collaboration, influencing, and stakeholder engagement abilities. 
• Adept at managing corporate customer expectations, resolving cross-functional issues, and delivering complex digital products on time and within budget. 
• Data-driven leader with a customer-first mindset, focused on creating long-term value and fostering innovation. 

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, 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 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.