EP&R Account Manager

Itron, Inc.•Chicago, IL

19h•Hybrid

About The Position

Itron is innovating new ways for utilities and cities to manage energy and water, aiming to create a more resourceful world. The company's suite of Emergency Preparedness & Response (EP&R) products delivers industry-leading solutions for the Utilities & Energy sector and other critical infrastructure organizations. Storm Manager, one of their products, enables an ecosystem of interconnected utilities and contractor partners, helping teams securely source, mobilize, and manage resources needed to respond effectively to severe weather and natural disasters. Many of the largest investor-owned utilities in North America rely on Itron’s EP&R solutions to strengthen readiness and optimize storm restoration operations. Itron Resiliency Solutions' mission is to help build a world that is safer, more resilient, and better prepared for threats to electric infrastructure, supporting emergency response efforts that can protect communities and save lives. As an EP&R Account Manager supporting contractor organizations, you will serve as a primary point of contact for contractors using Itron’s EP&R platforms during emergency operations. This role combines a customer-centric mindset with strong technical curiosity to help users adopt best practices, build confidence in the platform, and deliver reliable outcomes during restoration events. The position involves account ownership, customer success, onboarding, training, enablement, implementation, operational readiness, and a critical 'Storm Role' for event support, which includes participating in scheduled storm coverage shifts, potentially during nights, weekends, and holidays, to provide real-time user support and contribute to process improvements.

Requirements

Minimum 3 years of professional experience in customer support, account support, customer success, or account management roles.
Demonstrated ability to build and sustain mutually beneficial relationships across diverse stakeholders and communication styles.
Strong facilitation and communication skills, including the ability to explain concepts clearly to both technical and non-technical audiences.
Proven ability to learn new software quickly, adapt to changing priorities, and remain calm and solutions-focused under pressure.
Strong analytical and critical-thinking skills; able to identify root causes, anticipate needs, and recommend practical improvements.
High degree of independence and ownership; a self-starter who follows through and consistently delivers on commitments.
Willingness and ability to participate in storm-event coverage shifts during active events, as business needs require.

Nice To Haves

Bachelor’s degree in business, communications, information systems, or a related field (or equivalent practical experience).
Experience in a technology company and/or with SaaS platforms, especially in customer enablement, adoption, or support.
Experience delivering training (live, virtual, or asynchronous), developing learning materials, or leading enablement sessions.
Familiarity with utility operations, emergency management, incident response, restoration workflows, or contractor mobilization models.
Experience working cross-functionally with product, engineering, implementation, and support teams to improve customer outcomes.
Comfort working with process documentation, knowledge bases, and continuous improvement practices.

Responsibilities

Build and maintain authentic, trust-based relationships with contractor accounts, proactively understanding their operational goals, constraints, and workflows.
Serve as a consistent, accountable point of contact, ensuring clear communication, timely follow-through, and a positive customer experience.
Partner collaboratively with internal teams (e.g., implementation, product, support, and operations) to resolve issues and improve customer outcomes.
Maintain accurate account health signals, adoption insights, and action plans to support continuous improvement and renewal readiness.
Become a subject matter expert in Storm Manager, including core workflows, user roles, data visibility, and storm-response best practices.
Own onboarding and training for contractor users, tailoring enablement to each account’s needs and learning styles to drive adoption and value realization.
Provide innovative and practical recommendations for use cases, configuration approaches, and operational best practices aligned to contractor and utility requirements.
Create, refine, and maintain training resources (guides, job aids, walkthroughs, release highlights) so users can learn efficiently and perform confidently.
Support implementations and expansions by preparing contractors for new workflows, features, or changes—ensuring an agile approach to evolving requirements.
Troubleshoot user challenges, triage issues, and coordinate with internal teams to drive resolution while keeping customers informed.
Identify patterns in questions, feature requests, or friction points; share structured feedback to improve product usability, training content, and service delivery.
Participate in scheduled storm coverage shifts as needed, which may include nights, weekends, and holidays.
Provide real-time user support to help ensure utilities and contractor partners have the information they need to manage restoration operations effectively.
Think critically during and after events, documenting learnings and recommending process improvements to strengthen our response playbooks.
Lead or support after-action reviews with contractor accounts to help optimize future usage of Storm Manager and overall storm readiness.

Benefits

Competitive benefit package including financial, social, health and wellbeing programs
Paid vacation
401k matching
Employee stock purchase program
Hybrid work schedule
Inclusion-first work culture
Commitment to employee growth and development: iGrow program
Employee resource groups: iBelong program
Paid internships, co-op and apprenticeships
Generous and flexible paid time off