Senior Customer Success Manager
Company: AutoGrid Systems
Location: Redwood City
Posted on: March 18, 2023
Job Description:
Customer Success Manager About AutoGrid The world's leading
energy companies turn to AutoGrid to integrate all distributed
energy resources, turn on new revenue streams and drive deeper
engagement with their customers. Our suite of Energy Internet
applications allows utilities, electricity retailers, renewable
energy project developers and energy service providers to deliver
clean, affordable and reliable energy in a distributed energy
world. How do we do this? By pioneering the science of flexibility
management. This innovative approach enables energy providers to
mine the Energy Internet's rich data lode to extract flexible
capacity from distributed energy resources. In turn, flexible
capacity can be used to balance energy supply and demand in real
time, increase the productivity and value of energy assets, and
deliver new energy services to customers Established at Stanford
University in 2011, we have assembled a team of world-class
software architects, electrical and computer engineers, data
scientists and energy experts who apply cutting-edge analytics and
in-depth energy data science to solve the world's most critical
energy problems. Customer Success Manager (CSM) / Job Description
As a Customer Success Manager, you will join our New Energy team,
which is a fast paced, results-oriented, hands-on group focusing on
delivering end-to-end business and technical solutions to
AutoGrid's customers and partners. - The CSM is a business leader
and truly cross-functional. You will be working closely with our
customers and partners to help ensure that the business value
generated by AutoGrid solutions is fully realized, identify ways to
expand our relationships with customers, and to help our customers
navigate along their path into a smarter energy ecosystem. - You'll
also interface closely with our Sales, Pre-Sales, and Product
teams, as the advocate for the customer within AutoGrid. Successful
Customer Success Managers (CSM) have a solid understanding of the
energy industry and trends, regulatory landscape, and challenges
facing all stakeholders in the energy ecosystem. As a CSM, you'll
develop relationships with customers resulting in opportunities for
the CSM to guide customers to adopt industry best practices and
solution approaches compatible with the needs of both
organizations. - This involves an ability to think strategically,
be highly organized, and be able to dive into appropriate technical
depth when required and evangelize the solution that would best
meet the customer needs - internally and externally. This role will
report to the VP of Delivery and Operations. What You'll Do
- Be the trusted advisor to our customers, helping them confirm,
identify, quantify, and achieve their goals, while maximizing
value. - -
- Develop solid, trusted customer relationships and grow both
megawatts of capacity and program scope..
- Responsible for reporting progress towards goals to customer
stakeholders at quarterly and executive business reviews.
- Empower our customers to become expert users of the AutoGrid
Flex platform and transfer the knowledge you create while solving
their most valuable problems. -
- Advocate for the customer by identifying and surfacing customer
pain points and requirements to the Product team for the inclusion
in roadmap prioritization.
- Partner with the AutoGrid Sales team and the Project Managers
to craft account and program strategies that will deepen customer
relationships and drive incremental business opportunities.
- Collaborate with Customer Support to help prioritize and
escalate bugs and issues to ensure timely resolution.
- Develop best practices and thought leadership content based on
experiences/learning from the customer.
- Manage multiple accounts at any given time, effectively
prioritizing your own efforts and those of the other team members
involved. What We're Looking for (Required)
- BS/MS/PhD in computer science, engineering, science or
equivalent work experience
- 5+ years of customer-facing experience in customer success,
strategic account management, management consulting, strategy or
other relevant experience, ideally in a rapidly-paced top-tier
consulting firm, services, or technology-related environment and
working with customers in the energy industry.
- Demonstrated success working directly with customers, including
developing account strategy and building senior-level relationships
(Directors, VP's, etc---).
- Electricity industry knowledge; experience at a utility (or
aggregator) -
- Willingness to learn, collaborate, comfortable with ambiguity
and changing priorities as part of a start-up culture.
- An ability to understand the priorities, strategic direction,
and constraints of customers in a way that allows the CSM to help
grow and expand accounts. -
- Ability to understand customer use cases and conduct fit / gap
assessments relative to AutoGrid solutions; identify potential use
cases not yet implemented on the AutoGrid Flex platform pursue
opportunities to extend the customer's use of the platform
- Knowledge of customer acceptance and testing for software
solutions in the energy space including an ability to define
success criteria with customers appropriate to their business and
technical needs.
- Experience deploying SaaS products in enterprise environments
and collaborating with multiple diverse stakeholders.
- Flexibility to work for a global team with customers and team
members spread across multiple time zones
- Excellent written and oral presentation skills plus a
passionate, optimistic and a winning attitude is a must. -
- Enthusiasm for customer success & excellence. - What We're
Looking for (Bonus)
- Passionate for renewable energy and helping greening our energy
sources.
- Experience with Customer Success software e.g. Gainsight, Churn
Zero, etc---
- Highly familiar with emerging energy industry trends and
implications on our customers; exposure to virtual power plants,
demand side management, storage solutions, grid management,
renewables, and/or customer centric programs.
- Knowledge of customer acceptance and testing for software
solutions in the energy space including an ability to define
success criteria with customers appropriate to their business and
technical needs.
Benefits and Perks
- Working with a smart, collaborative, and fun group of people
solving big important problems
- An exciting atmosphere, and an outstanding work/life
balance
- Beautiful, spacious, modern office in Redwood Shores
- Flexible hours and choice of computer (Mac, Ubuntu,
Windows)
- Competitive salary and equity
- Competitive health care, dental, and vision coverage
- Excellent 401(k) and flexible spending plans
- Three weeks of paid time off annually, in addition to 10 paid
public holidays
- Life, short term and long-term disability, supplemental, and
AD&D insurance
- Commuter transit, parking, biking, vanpool and park & ride
benefits AutoGrid is an equal opportunity employer. We do not make
hiring, employment or promotion decisions based on race, religion,
color, sex, age, national origin, ancestry, sexual orientation,
gender or identity or expression, pregnancy or pregnancy-related
condition, marital status, height and/or weight. Powered by
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Keywords: AutoGrid Systems, Redwood City , Senior Customer Success Manager, Executive , Redwood City, California
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