Enterprise Client Success Manager

Enterprise Client Success Manager, Boulder, CO 

Your Impact at Ascend Analytics 

We are looking for a Enterprise Client Success Manager to join our team and build out what Customer Success looks like at Ascend.  Reporting directly to the Group Lead, this role will be the primary interface between customers and the organization after a contract is signed. They will be critical in ensuring the customer has an exceptional experience and is connected to the right resources internally as needed for timely product and service delivery. As part of this, the role will also help bring the voice of the customer into our operations and innovation process.  

This position will be a key member of Ascend’s SmartBidder team, serving in a cross-functional role to shape the future of our clients experience and create a more effective and efficient energy transition. TheSmartBidder business delivers financial insight to asset owners, operators, and power traders.  

 Ascend Analytics is an innovative “climate tech” software and consulting company focused on energy analytics that are transforming the electric grid. Ascend's solutions provide the analytics to support critical power supply decisions from operating strategies, for short and long-term investment and resource planning decisions. For more information, visit www.ascendanalytics.com. 

Job Responsibilities 

• Manage client relationships and communications with SmartBidder customers as the primary point of contact 
• Solve complex client needs, working across product, business development, operations, marketing, and analysts 
• Manage client expectations with regards to features and services, and help in the roll-out of new features and offerings 
• Establish and manage processes and project plans to shepherd clients through the implementation and onboarding process alongside the analyst team, gathering key inputs from clients and tracking delivery to provide updates to clients as needed 
• Facilitate seamless transitions between business development and client management as customers move through trials to full engagement 
• Help drive product adoption and renewals with existing customers 
• Identify and help support business development with upsell and cross-sell opportunities with existing customers 
• Develop client success strategy and KPIs to evaluate success and adjust course as needed 
• Scope custom deliverables with clients and coordinate their delivery 
• Engage with product, marketing, and commercial teams to help drive strategies that align to customer needs 

Required Qualifications 

• 5+ years of professional experience in a relevant field (customer/client success, account management, sales, project/program management, ideally in energy or software) 
• Bachelors degree in a related field
• Experience driving customer success with Enterprise-level B2B clients 
• Expertise in client management and communicating technical concepts to/from customers 
• Experience establishing and managing processes, particularly to ensure seamless delivery and implementation 
• Project or program management experience across multiple simultaneous projects 
• Ability to support successful renewal strategy and complex negotiations 
• Demonstrated organizational and time management skills, and overall attention to detail 
• Clear and succinct communication and strong presentation skills 
• Ability to operate in a highly ambiguous and fast-paced environment across diverse internal stakeholders to move work forward 

Preferred Qualifications 

• Customer success experience in software, SaaS, DaaS, Fintech or similar highly technical products strongly preferred 
• Familiarity with wholesale power markets, renewables development and trading preferred 
• Demonstrated success in early-stage or start-up environments and projects 

Compensation: $90,000 - $130,000                   

Negotiable based on qualifications and experience. Ascend highly values our employees and often pays above industry average. 

We offer flexible work hours in a relaxed environment with opportunities for advancement and excellent benefits, including medical, dental, vision, short- and long-term disability, parental leave, dependent care spending account, and a 401k plan.  

We celebrate diversity and are committed to creating an inclusive environment for all employees. Ascend Analytics is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information or other applicable legally protected characteristics.   

Ascend Analytics is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please contact us at recruiting@ascendanalytics.com