We are seeking a highly strategic and experienced Client Success Strategy Manager to lead and optimize our client success efforts. This role is designed for an individual with a robust background in driving operational excellence, client satisfaction, and business growth. The ideal candidate will have a minimum of 5 years of experience in leading teams within areas of client success, account management, product management, or project management.
A nice-to-have for this position is experience within the electric utility industry (distribution, transmission, or generation), which would provide additional context and insight into our clients’ needs. Additionally, experience with application development and data science processes would be a plus.
A little about E Source
E Source combines industry-leading research, data science, and consulting to help utilities make and implement better data-driven decisions that positively impact their customers, their bottom line, and our planet. Headquartered in Boulder, CO, we have teams across the US and Canada. Learn more at www.esource.com.
How you’ll help:
- Client Success Strategy:
- Lead strategic initiatives aimed at improving client retention, satisfaction, and long-term relationships, focusing on key areas such as account management, product adoption, and sales alignment.
- Oversee the management and growth of key client accounts, ensuring that clients receive exceptional service and value from our offerings.
- Oversee engagement managers in Client Success to tailor account plans, set measurable goals, and track performance against client success metrics.
- Identify opportunities for process optimization and introduce best practices based on client needs and feedback.
- Stay ahead of industry trends and best practices, ensuring the client success strategy evolves to meet changing market demands and enhance operational efficiency within the client success team.
- Product Management Collaboration:
- Work in tandem with the product management team to ensure that client needs are effectively communicated and that new features and improvements align with client expectations.
- Drive product adoption by guiding clients on best practices, facilitating product training, and gathering feedback to inform product roadmaps.
- Collaborate with internal teams (including product, engineering, and sales) to ensure alignment on project goals, resources, and schedules and to realize timely delivery of product solutions.
- Cross-Functional Collaboration:
- Collaborate closely with the sales team to ensure smooth transitions from sales to implementation, maintaining client engagement throughout the lifecycle.
- Partner with key internal teams, including sales, product management, engineering, data science, and marketing to ensure client success strategies are executed seamlessly across all touchpoints.
- Provide feedback and insights to help refine internal processes, making improvements in areas that impact client experience and business operations.
- Content Development, Communications, and Presentation:
- Expertise in creating compelling, client-facing content, including visually appealing PowerPoint presentations, client reports, and strategic documents that clearly communicate key messages, insights, and value propositions.
- Ability to distill complex information into concise, easily digestible formats. Skilled in using storytelling techniques to engage clients and make data-driven insights actionable through effective charts, infographics, and other visual tools.
- Guide staff in best practices for developing client-facing content, ensuring that presentations are visually cohesive, compelling, and aligned with client success strategies.
What will make you a great fit:
- Experience: Minimum of 5 years of experience in client success, or leading client success teams, with a strong background in account management, product management, project management, and sales integration.
- Skills:
- Proven experience in developing and executing client success strategies across multiple functions (account management, product management, project management, and sales).
- Strong communication skills, with the ability to build relationships and communicate effectively with clients and internal teams.
- Experience collaborating across teams, including sales, product, engineering, and data science to align on client needs and deliver seamless service.
- Strong analytical skills, with a data-driven approach to decision-making and strategy development.
Key Attributes:
- Strategic thinker with a focus on long-term client success and business growth.
- Strong leadership capabilities, with the ability to motivate and guide cross-functional teams.
- Results-driven and self-motivated, with a passion for improving client experiences and driving operational excellence.
- Ability to adapt to a dynamic, fast-paced environment and navigate evolving client needs.
- Strong organizational and problem-solving skills with a focus on execution.
What you can expect
- Excellent insurance options, including medical, dental, and vision plans; company-paid life insurance; company-paid long- and short-term disability insurance; and medical and dependent-care flexible spending plans.
- A flexible time off (FTO) program where you can take as many paid days off per year as they need, with manager approval, while fulfilling their work obligations and ensuring proper coverage of their responsibilities.
- Flexible schedules, flexible work locations, and a paid parental leave benefit.
- A 401(k)/RRSP plan with a 3% employer match.
The budgeted salary for this position is:
- $110,000 to $150,000 USD + annual bonus.
Actual pay will be adjusted based on experience.
This role will be 100% remote, with infrequent travel (generally 1-2 times per year).
Applicants must be authorized to work for any employer in the US or Canada. We’re unable to sponsor or take over sponsorship of employment visas or Labour Market Impact Assessments (Cdn) at this time.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Employees of E Source are encouraged to apply. To foster a positive work environment and company culture, we support our employees in their career growth at E Source. If you are interested in similar job opportunities in the future, visit the E Source careers page for a listing of all open positions and contact Human Resources.
We contact applicants directly via email using only our designated company email addresses with the domain of @esource.com. Please do not provide personal information to anyone over email and be wary of other accounts impersonating businesses.
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