Senior Client Program Manager

About the role

This role is within the Utility Solutions organization whose mission is to delight utility clients by delivering exceptional EV programs. In this role, you will primarily be focused on managing the implementation, software delivery, and support of EV programs for our utility customers. Pending business needs and applicant experience this role may shift to include management responsibilities or specialized individual contributions. This role may also include supporting a wide variety of strategic business, product, and operational initiatives. 

Tasks may include: 

• Primary: Own successful implementation and growth of projects with enterprise clients
• Serve as project implementation manager for utility client post contract execution 
• Create project plans and execute against the plan with clients and internal teams
• Identify gaps in our product solutions and advocate for client needs with internal technical teams
• Assist with configuration and testing of designed software solutions
• Provide utility customer training and support
• Support customer retention 
• Secondary: Represent a client-perspective as a stakeholder in the product development roadmap and ensure any product development needs that are under contract are represented with fidelity. 
• Demonstrate a deep understanding of the utility industry, pressures on the client, and the needs of utility customers
• Collect current and future technical requirements from clients and coordinate with product, engineering, and data science teams to assess value, feasibility, and schedule 
• Become the voice of client requirements internally and clearly articulate client priorities to internal team
• Manage client expectations with regards to features, products, and services
• Coordinate with internal and external team to roll-out new features and offerings
• Tertiary: Maintain and grow client integrations and internal operations to ensure a great client experience
• Create client integration roadmaps and plans to support evolving and increasingly complex product offerings
• Verify client operations are functioning as expected, proactively identify potential issues and coordinate across internal technical teams to support issue resolution
• Be the primary point of contact to answer client technical questions, run root cause analysis, and work across internal and client teams to determine best courses of action
• Improve operational metrics via improved software solutions, processes, documentation, and cross-team collaboration

About you

• You are experienced at managing large software projects for enterprise clients with a clear focus on the highest impact opportunities
• You are known for excellent prioritization and project management skills - including building project plans, identifying critical paths, and providing visibility to all stakeholders on status
• You have worked in fluid and fast-paced environments, whether in startups, industry consulting or elsewhere. In particular, you are flexible enough to take on the most urgent tasks as they arise.
• You expect to work with people of different backgrounds and areas of expertise on a daily basis and can effortlessly switch context between technical, non-technical and executive audiences
• You have an insatiable appetite for learning and motivation to become the expert - on products, clients, and industry trends
• You are attentive to detail and are practiced at translating client needs into clear internal asks
• A passion for ensuring work is done well, without letting perfect be the enemy of good

Requirements

• 5+ years of full-time experience working in IT consulting, energy, utilities or related areas 
• Experience managing high value enterprise contracts and customers with multiple stakeholders externally and internally
• Demonstrated ability to manage multiple projects simultaneously
• Excellent written and oral communication skills with ability to translate for diverse set of stakeholders
• Proficiency in gathering and documenting technical requirements for an integration or customization and becoming the subject matter expert on the topic. 
• Flexibility and willingness to take on a variety of tasks in response to immediate needs 
• Proficiency in modern software tools (Gsuite, MS Office, Atlassian, Figma, CRMs, etc.)

Preferred

• Degree in engineering, business, or analytical sciences with a demonstrated focus on energy 
• Located in San Francisco or remote within the US
• Domain expertise in one or several of the following areas: 
• Enterprise software systems 
• IT integrations
• Electric mobility 
• Power systems 
• Demand Response
• Experience in analytics and data visualization tools 
• Experience in IT implementation best practices
• Experience in enterprise cloud software architecture and security