Engagement Manager

Itron, Inc.•Waterloo, ON

6d•Hybrid

About The Position

Itron is innovating new ways for utilities and cities to manage energy and water. We create a more resourceful world to protect essential resources for today and tomorrow. Join us. Itron Resiliency Solutions is a new, innovative business unit within Itron focused on solving mission critical problems for utilities through software and AI. Resiliency Solutions offers unique, market leading solutions for front-line worker safety, storm response, excavation damage prevention, construction management, and many more. These software and AI solutions solve end-to-end challenges for the utilities that power our society and are used by the largest and most complex organizations in the world such as National Grid, Southern Company, and Exelon. Itron Resiliency Solutions is a global, diverse team of builders and innovators who tackle previously impossible challenges for our customers. If you have a desire to challenge yourself, solve impactful problems, and work with a passionate and talented team, this is the place. Itron for Damage Prevention identifies high-risk excavations and powers interventions to stop incidents that damage assets, threaten reliability, and endanger the safety of workers and your community. Job Summary The Engagement Manager plays a critical role in partnering with Itron’s most strategic clients to drive engagement, retention, satisfaction, and growth. As part of the Customer Success organization, this high-profile, client-facing position requires strong relationship management, business acumen, technical understanding, and project leadership. You will work directly with customers to understand their needs and align Itron’s AI-powered technology and best practices with their business objectives. This role also involves coordinating cross-functional teams and ensuring a seamless transition from deployment through ongoing operations and expansion. The ideal candidate is action-oriented, results-driven, and skilled in communication, analysis, and problem-solving.

Requirements

Bachelor’s degree in a related field or equivalent experience.
5+ years of client-facing experience in a services or software vendor role (preferably SaaS).
Proven success in SaaS engagement, retention, and growth with enterprise-level customers.
Track record of delivering adoption, renewals, expansion, and business value realization.
Strong stakeholder management skills and ability to build trust with senior executives.
Excellent communication and presentation skills for executive-level audiences.
Demonstrated empathy for customers and a strong sense of urgency in meeting their needs.
Solid project and engagement management skills (e.g., Microsoft O365, Jira, Confluence).
Ability to quickly develop product, technology, and industry knowledge; experience with utilities, municipalities, or telecom preferred.
Willingness to travel for in-person meetings (US and Canada); Eastern Time Zone location preferred.

Nice To Haves

Ability to translate complex data and analytics into clear, compelling narratives for business audiences.
Experience with data analytics and visualization tools (e.g., Power BI, SQL).
Working knowledge of modern data workflows and integrations (e.g., APIs, SFTPs, data pipelines).
Background in utility or energy sectors is a plus.
Familiarity with field mobility applications/software is a plus.

Responsibilities

Manage a portfolio of enterprise-level customer accounts, fostering long-term relationships that deliver measurable value and ensure timely renewals and revenue growth.
Navigate complex, matrixed organizations to identify key stakeholders and develop strategic relationships that deepen customer commitment.
Create and execute Success & Engagement Plans based on customer objectives and priorities, driving adoption and measurable outcomes.
Lead customer-facing engagements such as Quarterly Business Reviews, best practice workshops, executive briefings, and regular touchpoints.
Proactively identify and mitigate risks to renewals, long-term relationships, or successful outcomes.
Serve as the primary point of contact and escalation path for customers, ensuring timely and proactive resolution of issues.
Monitor customer health and value realization through usage data, satisfaction metrics, and feedback collection.
Communicate account status and engagement progress to internal stakeholders, ensuring transparency and alignment.
Advocate for customer needs within cross-functional teams, including Development, Product Management, Professional Services, Sales, Marketing, and Support.
Conduct regular remote and in-person meetings (US and Canada) to understand business requirements and identify growth opportunities.
Support development of technical education, marketing, and sales materials for onboarding, engagement, and adoption.