Account Manager, Customer Success

Responsibilities

• Shepherd partners through the onboarding/enablement process of new systems
• Develop the technical expertise to internally advocate for performance improvements and new solutions
• Track performance metrics, assemble client‑facing documents and communicate them clearly on a regular cadence
• Support Programs by proactively monitoring portfolio system performance to meet contractual obligations with project owners and ensure successful long‑term relationships and development of future opportunities
• Build and maintain strong, long‑lasting relationships with key project developers and asset owners, serving as a trusted advisor with operational stakeholders at all relevant levels of their organization
• Work with greater Stem Operations team to serve as a voice for customers, managing both interests and satisfaction
• Understand the utility programs & other value streams critical to the success of the portfolios / assets we manage on behalf of our project partners
• Understand and ensure successful delivery of commercial terms and agreements with project developers and owners by identifying opportunities to improve relationships and value for both parties
• Serve as the primary point of contact for all inquiries from named partner accounts, by email and phone
• Identify process or product obstacles to portfolio performance and individual sites/customers, recommend solutions and support their implementation
• Work with Account Executives to increase solution value, customer satisfaction and create opportunities to expand
• Respond to customer requests as they occur, relating to system performance, billing, software use and more
• Maintain ownership of the partner relationship throughout the customer lifecycle
• Shape the direction of a dynamic and evolving Customer Operations team through process optimization

• Proven account management or other relevant experience
• Demonstrated ability to communicate, present and influence credibly and effectively at all levels of an organization
• Proven ability to manage multiple projects at a time while paying strict attention to detail
• Demonstrated experience quickly learning new technical & analytical concepts
• Ability to conduct software demonstrations and training
• A strong aptitude for technical and business concepts
• Experience with
• 5+ years of experience in a professional role with at least: 2 years of experience in the energy or high‑tech sector
• Experience related to renewable project development or finance a plus
• Three or more years of experience in a customer facing role
• BA/BS degree or equivalent

• account management
• project management
• performance metrics tracking
• process optimization
• software demonstrations
• analytical concepts
• customer lifecycle management
• relationship management
• contractual obligations
• renewable project development

• communication
• presentation
• influence
• attention to detail
• customer satisfaction
• problem‑solving
• advocacy
• relationship building
• trustworthiness
• collaboration