Job Description
The Senior Director of Client Services at EnergyHub will lead and develop the Client Success, Customer Support, and Implementation Services departments, ensuring exceptional client experiences and managing the organization's P&L to drive sustainable growth. This role involves collaborating with cross-functional teams to enhance service delivery and support the company's expansion in the utility sector.
Key Responsibilities
- Lead, manage, and develop the Client Success, Customer Support, and Implementation Services departments.
- Develop and execute strategies to meet or exceed financial targets by managing the Client Services team P&L and client relationships.
- Champion development of operational delivery performance capabilities to achieve growth and quality KPIs.
- Build deep relationships with customers and serve as an escalation point for internal and external teams.
- Drive development and implementation of VPP programs and ensure continuous improvement of client and end-user experience.
- Identify and implement initiatives that enable the success of the delivery team.
- Provide coaching and support to Client Services teams to enhance delivery practices and foster a high-performance culture.
- Define interactions between Client Services and other business areas such as product, marketing, and sales.
- Partner with Sales, Marketing, and Product leadership to align GTM operations and strategy.
- Lead and develop the CS, Support, and Operations leaders and their teams to drive innovation and improve profitability.
- Collaborate closely with product to ensure timely delivery of valuable features for clients.
- Evolve client offerings based on market feedback and insights.
- Engage in hands-on project delivery when necessary.
Requirements
- Bachelor's degree in business, engineering, energy management, or a related field required.
- 10 years experience as a leader growing and scaling software delivery and support teams, in a fast paced, client-centric environment.
- 10 years of experience in utility business development, grid services, or energy program leadership, with a proven record of success in the utility sector.
- Excellent leadership, communication, and relationship-building skills, with experience managing high-stakes negotiations and complex partnerships.
- Strong background in navigating regulatory frameworks and building strategic relationships with government bodies and regulatory agencies.
- Experience setting strategic direction for delivery and client service, aligning with the overall company vision.
- Proven expertise in driving revenue growth through Client Success, Support, and Technical Operations, with strong skills in risk management, negotiation, and decision-making.
- Extensive experience developing and motivating high-performing teams, managing senior business development functions, and navigating complex relationships.
- Skilled communicator and storyteller with exceptional collaboration, influencing, and stakeholder engagement abilities.
- Adept at managing corporate customer expectations, resolving cross-functional issues, and delivering complex digital products on time and within budget.
- Data-driven leader with a customer-first mindset, focused on creating long-term value and fostering innovation.
Benefits & Perks
Compensation/salary range: 200,000 - 225,000 USD
Flexible work schedule
Casual work environment
100% paid medical for employees
401(k) with employer match
Fully stocked fridge and pantry
Free Citi Bike membership
Secure bike rack
Gym subsidy
Paid parental leave
Education assistance program
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