Customer Success Manager

About Utilidata

Utilidata®, Inc. is a global software company that works with electric utilities to enhance energy efficiency, grid security and enable a transition to a clean electric grid. The company’s patented technology captures real-time data from the grid giving utilities information needed to save energy, promote distributed energy resources, and better detect grid anomalies. With major clients including American Electric Power, National Grid, and Evergy, Utilidata is backed by leading venture capital firms and is expanding across North America. The company’s production, research and development facility at its headquarters in Providence, RI.

Job Location

Providence, Rhode Island

Job Description

The Customer Success Manager is a critical part of our customer-facing team. The CSM serves as the primary point of contact for customers and manages all elements of the business relationship with her or his named account post-sale. As a CSM, your primary mission will be to maximize our customers’ ROI, develop and maintain close relationships with customers, serve as a strategic advisor throughout the customer lifecycle. CSM’s will work interdepartmentally here at Utilidata to better inform on company strategy, product roadmaps and features with a strategic focus on building strong customer relationships and success.

Responsibilities

  • Manage customer relations and capture product expectations in relation to project design/scope specifications throughout the project lifecycle
  • Develop a deep knowledge and technical understanding of the Utilidata software
  • Complete project system designs and corresponding system configurations on time and within budget
  • Collaborate with customers and internal stakeholders to continuously improve the customer experience
  • Coordinate all commissioning and testing at customer site
  • Develop working configuration documents from system design documents and implement/schedule all developed programs and processes
  • Track customer accounts to identify risk and take actions to eliminate that risk
  • Deliver training courses to expand customer knowledge of the product and drive adoption
  • Monitor grid applications and control technologies for delivering optimal Volt/VAR Optimization and substation performance in real-time
  • Perform other duties as assigned 

Required Skillset

  • 2+ years of work experience or technical college degree
  • Knowledge of the following technologies (RTUs, SCADA, PLCs) a plus
  • Understanding of utility communication protocols (DNP3, IEC-61850) a plus
  • Working knowledge of Linux OS
  • Experience with networking concepts and troubleshooting
  • Word processing, spreadsheet, PowerPoint and Visio Skills
  • Understanding of MySQL concepts
  • Presentation skills, communication skills, conflict resolution skills
  • Exceptional listening and communication skills are a must as well as the ability to deliver
  • Goals and results driven. High motivation with a sense of urgency and ability to multitask, prioritize and problem solve
  • Passionate about customer success

Requirements/Education

  • Bachelor’s Degree in Electrical Engineering, Electronic Engineering or Computer Science
  • Professional or internship experience in the electric utility distribution field involving substation engineering and industrial controls engineering is highly desirable
  • Excellent written and verbal communication skills

Ability to travel up to 25%