Manager of Customer Success Management

Resource Innovations is seeking a Manager of Client Success Management to join our growing team. We are seeking a highly skilled and motivated Manager of Client Success Management with a strong background in client handling and team leadership to join our dynamic team.

As a Manager of Client Success Management with Resource Innovations, you will lead strategy and decision-making for the Client Success team, guide client onboardings, and oversee client relationships for all RI Client Services clients.

The Manager of Client Success Management will play a highly visible and key role in ensuring that we continually to meet and exceed our client expectations.

Resource Innovations (RI) is a women-led energy transformation firm focused on impact . Building on our expertise in energy efficiency, we're constantly expanding our portfolio of clean energy solutions to guide utilities through increasingly complex, connected challenges.

Load flexibility. Electrification. Carbon reduction. With every step, we're leading the charge to power change.

Duties and Responsibilities

• Oversees the building and enacting of project plans to ensure satisfaction of clients (internal and external)
• Identify client needs and translate those needs into plans for delivery
• Ensures client-facing deliverables and company-facing scorecards are delivered accurately and on time
• Ensures overall Client Success Management practices and services are provided as expected
• Ensures full-scale tracking of KPIs, contractual expectations, budgets, remediations, and improvements across all programs.
• Responsible for budget oversight for to keep budgets appropriately aligned with scopes, and to keep Client Services on budget at a program level
• Ensures coordination of all communications / meetings regarding various programs with Clients, Project Managers and key Client Services staff
• Tracks and ensures deadlines are met on all program initiatives, improvements, and remediation plans
• Ensures quarterly client satisfaction assessments are completed with Project Managers to identify opportunities for improvement
• Works with peers to ensure the allocation of appropriate resources for initiatives
• Facilitates internal resources and activity necessary to effectively deliver tangible results for clients
• Responsible for achievement of transition plans (new work) into Client Services
• Responsible for achievement of transition plans (expiring work) from Client Services
• Identifies and implements process improvements.
• Serves as the client facing point of contact for major support performance remediations, including strategy and resolution of remediation steps.
• Support senior staff with development of presentations and proposals
• Supports and develops direct reports through leadership training, performance management, professional development.
• Responsible for Client Success Management team direct costs, overhead spend, recognition budgets, labor expenses.
• Other duties as assigned.

Requirements

Minimum Requirements

• 3+ years of client relationship handling including escalation handling
• 3+ years of experience in project coordination, project management, or transition management
• 2+ years of experience in supervision or peer mentoring
• Excellent written and verbal communication skills are mandatory.
• Demonstrated ability to build, track, and implement project plans
• Interest in sustainability and passionate about making a meaningful impact on the environment.

Preferred skills, education and experience

• Advanced meeting and process facilitation skills
• Ability to guide the big picture at a project level, while also possessing flawless detail orientation at a client delivery level

Benefits

Resource Innovations offers competitive salaries based on candidate's qualifications. Resource Innovations also offers three weeks paid vacation per year, paid holidays, a 401(k) plan with employee matching funds, a discretionary bonus and an overall comprehensive benefits package.