Account Manager, Customer Success US
About The Position
As Account Manager for our Developer Partners, you will report to into the Customer & Partner Operations organization. You will be responsible for actively supporting the company’s ongoing business relationships with our strategic partners who own the portfolios of assets we manage and operate. You will collaborate with all internal functional areas, working closely with Programs and Finance, to ensure we deliver exceptional results to our project owners and realize a meaningful return on their investment. This will include working directly with our Programs, Data, Finance and Network Operations teams. You will be part of a commercial team of bright and dedicated professionals striving to address a major business opportunity, extend industry leadership, and make a real difference in the transformation of our energy infrastructure. This position requires a driven and talented professional with strong customer service capabilities, a collaborative work ethic, the ability and curiosity to learn technical concepts, solid problem-solving skills, and a positive & professional demeanor.
Requirements
- A self-starter with relevant experience, a problem solver and strategic thinker with a customer-first mentality, and a proven track record in delivering exceptional account support.
- Proven account management or other relevant experience
- Demonstrated ability to communicate, present and influence credibly and effectively at all levels of an organization
- Proven ability to manage multiple projects at a time while paying strict attention to detail
- Demonstrated experience quickly learning new technical & analytical concepts
- Ability to conduct software demonstrations and training
- A strong aptitude for technical and business concepts
- Experience with salesforce.com
- 5+ years of experience in a professional role with at least:
- 2 years of experience in the energy or high-tech sector,
- Experience related to renewable project development or finance a plus,
- Three or more years of experience in a customer facing role.
- BA/BS degree or equivalent
Responsibilities
- Shepherd partners through the onboarding/enablement process of new systems
- Develop the technical expertise to internally advocate for performance improvements and new solutions.
- Track performance metrics, assemble client-facing documents and communicate them clearly on a regular cadence
- Support Programs by proactively monitoring portfolio system performance to both meet our contractual obligations with project owners and ensure a successful long-term relationship and development of future opportunities.
- Build and maintain strong, long-lasting relationships with our key project developers and asset owners, by serving as a trusted advisor with key operational stakeholders at all relevant levels of their organization
- Work with greater Stem Operations team to serve as voice for your customers, managing both interests and satisfaction.
- Understand the utility programs & other value streams critical to the success of the portfolios / assets we manage on behalf of our project partners.
- Understand and ensure successful delivery of commercial terms and agreements with project developers and owners by identifying opportunities to improve relationships and value for both parties.
- Serve as the primary point of contact for all inquiries from named partner accounts, by email and phone.
- Identify process or product obstacles to portfolio performance and individual sites/customers; recommend solutions and support their implementation.
- Work with Account Executives to increase solution value, customer satisfaction and create opportunities to expand
- Respond to customer requests as they occur, relating to system performance, billing, software use and more
- Maintain ownership of the partner relationship throughout the customer lifecycle
- Shape the direction of a dynamic and evolving Customer Operations team through process optimization
Benefits
- A competitive compensation package, including eligibility for a bonus or commission based on the role.
- Full health benefits on the first day of employment (several medical plan options-HDHP and PPO, dental plans, FSA/HSA-with employer contribution, employer paid vision/LTD/STD/Life, variety of voluntary coverage)
- 401k (pre- or post-tax) on first day of employment
- 12 paid calendar holidays per year
- Flexible time-off
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
