Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee and enhance relationships with utility clients, ensuring they derive maximum benefit from Gridware’s offerings.

• Comprehend the needs of utility customers and inform stakeholders about fault detection and grid monitoring features.

• Spearhead use case development, design pilot programs, and establish success metrics to assess system performance.

• Serve as the main point of contact for utility customers, cultivating trusted relationships, understanding their requirements, and providing onboarding and training.

• Assist customers in interpreting grid events, refining response strategies, incorporating solutions into workflows, and creating troubleshooting documentation.

• Develop customized training materials, lead pilot initiatives with defined KPIs, and collaborate on use cases that meet industry needs.

• Promote adoption, retention, and satisfaction through success strategies; set KPIs for customer health and monitor performance analytics.

• Collaborate with sales, product, and field teams; communicate customer insights to engineering and assist in troubleshooting issues.

⛳️ Requirements

• Proficiency in electric grid operations and/or utility dispatch processes.

• Capability to articulate complex concepts to a diverse range of utility stakeholders.

• Strong focus on customer experience, relationship management, and operational support.

• 7+ years of experience in customer success, program management, technical account management, or operations within the electric utility or grid technology field.

• Comprehensive understanding of electric grid operations and utility crew dispatch processes.

• Excellent customer relationship management abilities with experience in handling complex utility accounts.

• Exceptional communication and problem-solving skills, with the capability to simplify intricate technical concepts for varied audiences.

• Previous experience at a grid technology or sensor-based monitoring company (preferred).

• Familiarity with SCADA systems, AMI networks, or other utility communication platforms (preferred).

• Experience conducting customer training sessions, webinars, or technical workshops (preferred).

• Technical expertise in interpreting grid monitoring data, fault detection signals, and utility response workflows (preferred).

• Strong data analysis skills to evaluate system performance and customer usage trends (preferred).

• Background in engineering or technical support related to grid operations (preferred).

🏝️ Benefits

• Health, Dental & Vision (Gold and Platinum plans with some providers fully covered).

• Paid parental leave.

• Alternating day off (every other Monday).

• “Off the Grid”, a two-week paid break for all employees per year.

• Commuter allowance.

• Company-sponsored training.