Director of Client Success

Power TakeOff, Inc.; Waterloo; Remote; USD 120,000 - 180,000; Full time

Job summary

An established industry player is seeking a Director of Client Success to lead client relationships and drive satisfaction in the utility energy efficiency sector. In this pivotal role, you will oversee a dedicated team, ensuring successful outcomes through strategic engagement and collaboration with various internal departments. Your expertise in client management, project oversight, and energy efficiency will be crucial as you navigate complex client needs and foster long-term partnerships. This innovative firm offers a dynamic work environment where your contributions will significantly impact sustainability efforts and client success. If you are passionate about driving change and have a proven track record in the energy sector, this opportunity is perfect for you.

Benefits

Comprehensive Health Coverage

Retirement Savings Plans with Company Matching

Student Loan Incentive Repayment Program

41 Days of Paid Time Off

Summer 'Friyays'

Professional Development Opportunities

Qualifications

• 8+ years in the energy industry with a focus on utility DSM and energy efficiency.
• Proven track record in client management and strategic planning.

Responsibilities

• Lead the Client Success team to foster long-term client relationships.
• Manage project budgets and timelines to ensure effective resource allocation.

Skills

Client Relationship Management

Strategic Thinking

Project Management

Communication Skills

Problem-Solving

Leadership

Data Analysis

Education

Bachelor's Degree in a Relevant Field

Tools

Salesforce

Microsoft Office

Google Suite

Adobe

Job description

Are you an experienced leader in the energy efficiency industry looking to make an impact at a growing, mission-driven company? If so, you might be a great fit as the Director of Client Success at Power TakeOff.

About Power Takeoff, Inc.

Power TakeOff is a leading provider of software and implementation solutions in the utility industry, specializing in energy efficiency and demand side management (DSM). Our mission is to identify and deliver data-driven solutions to guide our partners and their communities to a lower carbon future. We drive our sustainability impact through software and services leveraging utility meter data and layered data sets, advanced analytics, and personalized customer engagements that help businesses better understand and reduce their energy consumption. We deliver cost-effective solutions for over 25 utilities across North America.

Position Summary

The Director of Client Success is an important addition to Power TakeOff who will lead our external work with new and existing clients to deliver successful outcomes for our clients and our business. This position offers the opportunity to collaboratively innovate excellence in the utility DSM industry. You will oversee the Client Success team serving as the primary point of contact representing Power TakeOff with our clients, sharing program updates and reports, communicating capabilities and boundaries, uncovering and understanding client needs and sharing those internally to inform delivery of existing services and development of new services, driving sales of renewals and expansions, and facilitating the associated contracting.

This role will serve as the key connection point between Power TakeOff and our clients and will be crucial to driving client satisfaction and supporting our sustained business success. You will collaborate internally across our Executive, Program Delivery, Portfolio Management, Value Creation, Analytics and Data Management, Commercialization, Business Development, Marketing, Software, and Product teams to help ensure our clients’ needs are met with excellence while representing and protecting Power TakeOff’s interests. The ideal candidate will be a polished professional with superior communication and relationship development skills, existing relationships within the utility energy efficiency industry, and a proven background in utility program design and delivery, client/account management, business development, team leadership, project management, and strategic planning, based on a deep understanding of the DSM ecosystem.

Directors are senior leadership members of the company, and as such are responsible for balancing the client, team, and company needs in their decisions and guidance. The Directors work collectively with the Executive Team to meet the company’s strategic goals through their expertise and exceptional client management, team management, and project management.

Key Responsibilities

• Lead the Client Success team in fostering strong, long-term relationships with clients that result in the renewal and expansion of services with clients, reasonable and favorable client expectations regarding capabilities and boundaries of program delivery details, and a reputation as a reliable, trusted, and valuable partner.
• Represent the company with clients (both personally and with a team of Client Success Managers) at regular virtual meetings and in person at least annually to review project progress, consultatively understand their needs, address concerns, inform program development initiatives, provide strategic recommendations for success, and support client satisfaction and contract renewals.
• P&L responsibility for the Client Success team - Develop and manage project budgets, timelines, and resource allocation to ensure that Client Success resources are deployed effectively and efficiently.
• Drive the sale of new services at existing clients in collaboration with the Commercialization team.
• Lead the renewal and expansion contracting process with existing clients, including negotiations, in partnership with other key team members.
• Lead the onboarding for new clients to bring programs quickly and efficiently from contract to launch.
• Partner with the Program Delivery team to ensure seamless implementation of contract deliverables and timely resolution of client issues.
• Support initiatives that promote the company’s operational efficiency, securing client acceptance of program design enhancements and process improvements when necessary and appropriate.
• Leverage a deep understanding of the DSM industry and regulatory environment broadly as well as each client’s specific DSM portfolio to identify ways Power TakeOff can provide strategic value, position Power TakeOff as a trusted, knowledgeable partner, and inform business development strategies and efforts.
• Monitor market activity to identify emerging trends, customer needs, and competitive landscape to inform product development and commercialization strategies while sharing key insights across the organization.
• Provide leadership, mentorship, and guidance, fostering a culture of collaboration, accountability, continuous improvement, innovation, and success.
• Partner with Program Delivery and Portfolio Management teams to ensure the team meets and exceeds savings and revenue forecasts.
• Make strategic decisions to balance project objectives with fiscal responsibility, contributing to the company’s growth and profitability.
• Guide the development and implementation of a standardized client satisfaction process, and deliver consistently excellent client satisfaction across the portfolio.
• Develop and maintain relationships with key stakeholders including utility partners, regulatory agencies, evaluators, industry associations, and technology vendors to support successful program delivery and support the company’s visibility and reputation.

Key Qualifications

• Minimum education: Bachelor’s degree in a relevant field.
• Minimum of 8 years of experience in the energy industry, preferably in utility DSM, energy efficiency, or demand response.
• Strong understanding of utility operations, regulatory environment, and market dynamics related to energy efficiency and demand response programs.
• Proven track record serving as the primary point of contact for a portfolio of utility clients, with demonstrated results driving best-in-class client satisfaction.
• Excellent strategic thinking, problem-solving, and decision-making skills, with the ability to navigate complex situations toward positive business outcomes.
• Experience managing portfolios of work exceeding $10,000,000.
• Exceptional leadership and interpersonal skills, with the ability to build and motivate high-performing teams in a fast-paced and dynamic environment.
• Strong project management skills with the ability to effectively prioritize and manage multiple initiatives simultaneously, particularly in a remote environment.
• Big picture vision with attention to detail.
• Strong relationships and references within the utility industry.
• Superior written and verbal communication skills, with the ability to effectively engage and influence internal and external stakeholders at all levels of the organization.
• Self-motivation to deliver with excellence and grow professionally.
• High level proficiency with Salesforce and its uses for data management of energy efficiency programs including tracking of outreach activity, project and savings data, team performance, dashboards, reports, etc.
• Proficiency with a range of computer applications such as Microsoft Office, Google Suite, Adobe, etc.
• Commitment to diversity, equity, and inclusion.
• Passion for Power TakeOff’s mission to identify and deliver data-driven solutions to guide our partners and their communities to a lower carbon future.

Location and Travel

Power TakeOff is a 100% virtual company with no physical office location. However, many employees are based in two hubs in the areas around Denver, CO and Kitchener-Waterloo, Ontario. Residence in one of these two hubs is desired but not required, and relocation assistance will not be provided for the position.

Regular travel is not required for this position, but occasional travel may be required. Power TakeOff will cover the associated accommodation and travel expenses for any such travel.

Compensation and Benefits

The expected base salary for employees residing in the U.S. is between $120,000 and $180,000 USD per year, depending on experience. Power TakeOff maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, and market conditions.

Benefits include:

• Comprehensive health coverage with vision and dental options.
• US: Health insurance plans ranging from Bronze to Platinum, with deductibles as low as $500.
• Canada: Coverage includes extended health care benefits.
• Contributions to a Health Savings Account (HSA) on all eligible plans.
• Retirement savings plans with company matching.
• Student Loan Incentive Repayment Program (eligible 12 months after employment).
• Opportunities for professional development and growth.
• 41 days of starting paid time off, increasing to 46 days after the first year.
• 15 paid vacation days, increasing to 20 after the first year.
• 9 paid holidays.
• All company winter break between Dec. 25th and Jan. 1st.
• Summer "Friyays", from June through August we get each 2nd and 4th Friday off!

Join our team and play a key role in driving positive impacts for our business, our customers, our utility clients, the environment, and all of society!

The pay range for this role is:

120,000 - 150,000 USD per year (Remote - United States)