Customer Delivery Manager

Granular Energy

United States

Remote

USD 140,000 - 210,000

Full time

14 days+

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Benefits offered by this job

Remote first

All-hands gatherings

30 days holiday

Wellness subsidies

Equity

Impactful product

Job summary

Granular Energy is seeking a hands-on manager to lead the Technical Solutions/Customer Delivery team, coordinating across Sales, CS, and Product to deliver enterprise-scale projects.

You will own the delivery lifecycle from onboarding to integration design and ongoing client operations, while driving process improvements and mentoring a growing team in a fast-paced climate-tech environment.

Qualifications

STEM education required.
Experience implementing SaaS or analyzing complex business processes.
Experience managing a team and coordinating cross-functional work.
Excellent remote communication with diverse stakeholders.
Strong analytical and problem-solving abilities.
Knowledge of Python and automation concepts is a plus.
Proficiency with Excel and presentation tools (PowerPoint).
Fluent in English.

Responsibilities

Oversee and develop the Technical Solutions/Customer Delivery team (5+ people) and drive delivery of complex client projects.
Lead process improvements to streamline customer integration and project delivery.
Provide synthetic reporting on project health to senior managers and escalate when needed.
Manage accounts and project discipline, while hands-on with select complex implementations.
Identify opportunities to upsell platform capabilities and coordinate with commercial/product teams.
Contribute to cross-functional product and implementation initiatives.

Skills

SaaS implementation

Team leadership

Remote communication

Analytical mindset

Python scripting

Excel & PowerPoint

English fluency

Education

STEM education

Tools

Python

Excel

PowerPoint

Job description

About Granular Energy

Granular is a fast-growing climate tech startup developing a platform to help the electricity system transition towards 24/7 clean energy. You can find out more about the 24/7 energy space in this article.

Our SaaS platform provides portfolio management solutions to electricity companies and suppliers, to help them solve the issue of hourly matching between green generation and consumption, at scale.

We are active across Europe and the US and have partnered with Europe’s leading power exchange and grid operators, among others. Following a recent oversubscribed funding round, we are extremely well funded with a long runway.

We are dedicated to fostering diversity and nurturing talent. If you don’t possess all the skills listed below but believe you have the qualities we’re seeking, we encourage you to reach out. We value diverse perspectives and are committed to building an inclusive team.

What’s the mission of this role?

This role is a hands-on manager to oversee our Technical Solutions/Customer Delivery team (from a team of 5 and budget already allocated for new hires) , at the crossroads between Sales, Customer Success, and Product teams, and in direct interaction with our clients.

At Granular Energy, we build and deliver a first-of-a-kind green portfolio management platform, to energy suppliers and retailers. Once signed, the implementation of a project will be facilitated by a mix of “Customer Success” and “Technical Solutions” teams. Their role is to ensure a smooth delivery of our software to (often large) enterprise clients, from onboarding, integration design, to recurrent client operations. Occasionally, they will also help in pre-sales activities, advising prospects and clients, or relaying the product in client demos.

We’re looking for an experienced individual that will be able to i) manage the team ii) implement changes (structure, processes) to operationalise our Implementation and Delivery processes and iii) is hands on / can manage some of the accounts (in particular, the complex ones).

The role is strategically important to our activity, and interacts with all parts of our business including our commercial, product and technical activities. It is a great opportunity to make an impact and drive change in the energy industry, but also to learn from different departments at Granular and unlock growth opportunities in several of them!

Note: In other companies, the team members could be called a Client Solutions Manager, Technical Account Manager, Delivery or Implementation Lead Manager. Our team members are business experts, able to understand complex environments, and design elegant solutions.

Who we are looking for!

Responsibilities of this role

Implement operational and cultural changes, bringing project discipline and rationalisation of delivered use cases
Implement and improve processes, especially around streamlining customer integration
Oversee the whole client delivery activity and provide synthetic reporting on the health of ongoing projects to other key managers in the company. Know when to escalate and when to get your hands dirty to unblock a situation
Manage the team: supervise work, dispatch work and accounts, organise team planning and team rituals, performance management
Manage some implementation projects for few accounts on their own, with support from the existing team, to support delivery and familiarise themselves with the work
Relentlessly seek for fixes and improvements to the way our projects are delivered, and engage our customers in resolution/improvement plans until delivered.
Identifying new opportunities to solve pain points for our customers, either through upselling other parts of our platform, or through projects to develop new platform capabilities for our customers (working closely with our commercial and product teams)
Contributing to product and other cross-functional projects when required

Essential experiences, competencies & knowledge

STEM education
Experience of SaaS implementation or any role that involves practical experience in figuring out complex business processes from data and analysis such as business analyst, consultants or auditors, ideally in the energy, commodity trading, banking industry or at SaaS vendors.
Experience managing a team: performance assessment, assigning workload, etc.
Excellent (remote) communication skills, and the ability to interact with a wide variety of internal and external stakeholders
Strong analytical mindset and problem-solving skills, with acute attention to detail
Knowledge of a scripting language (preferably Python) / ability to drive LLMs in a controlled way to automate some workflows
Comfortable in a fast-paced environment, working under tight deadlines, while keeping a high level of quality in your work
Advanced proficiency with Excel and other office tools such as Powerpoint
Fluent in English

Bonus points for

Experience in startup and/or remote environments is a strong plus
Knowledge of typical systems used in the energy industry (energy retail CRM, ETRM and other front-to-back solutions, accounting software) and typical functions and processes in a utility business (front-office teams and process, middle-office/risk, back-office)

What’s in it for you!

Remote first: WFH or your local co-working space
Three all-hands gatherings each year: most recently in Rotterdam, Brussels, Paris
30 days holiday (plus public holidays)
Physical & mental health: we offer gym subsidies and access to therapy via Spill
Equity: share options in a fast-growing company (BSPCE/EMI)
Make your mark on an early-stage climate product in a high-impact space

DEI Statement

Granular Energy is dedicated to fostering diversity and nurturing talent. If you don’t possess all the skills listed above but believe you have the qualities we’re seeking, we encourage you to reach out. We value diverse perspectives and are committed to building an inclusive team.

We look for candidates who have a high level of demonstrated comfort with cultural competency. People of colour, people with disabilities, veterans, women, lesbian, gay, bisexual, and transgender people are encouraged to apply. All applicants will be considered without regard to race, colour, national origin, religion, sexual orientation, sex, marital or parental status, disability, gender identity or expression, age, or any other basis prohibited by law.

Location/remote-first

Granular Energy is a remote-first organisation and this role is 100% remote. We hire employees that live in mainland Western & Central-West Europe (e.g. France, Germany, Austria, northern Italy, the Netherlands, Belgium, northern Spain, or mainland UK) so they can get to Paris, Brussels, Amsterdam, or London by train within a reasonable time frame 3 times per year (either night train or half-day ride).

A bit more about our product

Our product currently consists of a portfolio management solution for energy suppliers, retailers, utilities, traders. It helps our clients model their portfolio of supply and demand in a comprehensive way, and manage and optimise the flow and attribution of carbon-free energy within this portfolio. It supports the launch and service of new-generation, more transparent green offers, while helping portfolio managers streamline their operations and risk management. We would welcome your thoughts and questions on this value proposition, in our first screening interview.

Our recruitment process