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Client Success Manager

Remote
2 months ago
Full time role

Company

Scale Microgrid Solutions (“Scale”) is a fully integrated distributed energy platform focused on designing, implementing and financing innovative distributed clean ...

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Job Description

The RoleWe are looking for a Client Success Manager to support to our existing customer base on the West coast. This role will report to our Director of Client Success and is based in California.  

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

We offer a competitive compensation package and a comprehensive benefits program including medical benefits, paid vacation and holidays, and 401K matching.
About Scale Microgrids Scale Microgrids (“Scale”) is a fully integrated distributed energy platform focused on designing, implementing and financing innovative distributed clean energy solutions. Through its leading technical expertise and access to scale capital, Scale helps its customers transition to a decentralized energy future by providing and financing sustainable, cost-effective, and resilient power solutions. Scale has its own proprietary microgrid solution which provides customer with cheaper, cleaner and more reliable power, and also partners with third party developers to acquire and/or finance a broader range of distributed energy assets. We raised $500MM from Warburg Pincus, a global private equity firm focused on growth investing, to fund our business plan and accelerate growth. We are growing quickly and looking to augment the team with highly motivated entrepreneurial talent.  About Warburg PincusWarburg Pincus is a leading global private equity firm with nearly $60 billion in assets under management (AUM). Its active portfolio of more than 180 companies around the globe is highly diversified by stage, sector and geography. Warburg Pincus is a growth investor and an experienced partner to management teams seeking to build durable companies with sustainable value. To learn more about Warburg Pincus, please visit https://www.warburgpincus.com/. Scale strives to attract and retain a workforce that reflects the composition of our customer base and communities. We are committed to providing a work environment that provides everyone equal access and opportunity to contribute and drive meaningful outcomes. We encourage applicants from all backgrounds to apply and will consider qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.

Scale Microgrid Solutions (“Scale”) is a fully integrated distributed energy platform focused on designing, implementing and financing innovative distributed clean ...

View Company Profile