Client Success Manager

Key responsibilities will include:

• Work directly with Scale’s customers to build and cultivate strong relationships, and ensure operations and goals are aligned and our systems are performing
• Coordinate with internal teams and the customer for all post-installation support and service needs in an effective and efficient way, ensuring a high customer satisfaction level
• Ensure our existing customers are thrilled to work with us, and willing to give positive references to other customers as needed
• Monitor and manage Scale’s assets to ensure systems meet KPIs and continuously identify ways to optimize performance to increase value to Scale’s customers
• Regularly gather customer feedback and liaise with Scale internal teams to incorporate feedback and enhance customer experience
• Track key success metrics for each customer and communicate progress against those metrics to both customers and internal teams
• Continuously look for opportunities to add value to our customers, offering further energy services /energy solutions to customers
• Liaise with Scale’s Business Development team as needed to help improve the relationship and assess future value add opportunities with our existing customers
• Engage with Scale’s internal technical resources, project development, legal teams, and leadership as needed to manage ongoing contracts and renewals
• Manage Scale’s third-party service providers and ensure a strong understanding of each of their roles to facilitate timely and accurate resolutions if/when issues arise
• Handle customer questions and complaints effectively and proactively communicate with customers, handle service problems politely and efficiently
• Recognize problems and respond by systematically gathering information, sorting through complex issues, seeking input from others, and addressing the root cause of issues
• Make timely decisions to ensure high levels of customer satisfaction
• Ensure Scale’s assets are operating in compliance with all permits and coordinate any ongoing reporting required by local regulatory authorities

The Ideal Candidate

• 5+ years of demonstrated experience being a client success manager, account manager, asset manager, or related role in a clean energy or industrial environment
• A fundamental understanding of energy markets and DER’s
• Baseline knowledge of electric infrastructure in commercial and industrial facilities
• Ability to succeed in ambiguous and autonomous environments
• Strong relationship-building skills and willingness to travel to client meetings when needed
• Excellent customer service skills
• Sound decision-making with the ability to balance both short-term and long-term needs
• The ability to manage ambiguity and relay complex concepts in a simplified manner
• Proficiency and comfort in Excel
• Ability to quickly learn and manage new software platforms

This is a great opportunity to have a long-term impact on a fast-paced, private equity-backed growth business. Some of the core virtues embraced by Scales’ employees include:
• Do the Right Thing
• Act Like An Owner
• Hustle
• Demand Results
• Go Together
• Evolve or Disappear