Senior Manager, Account Management

Description

The Position

Do you dream about creating a more sustainable future? At Uplight, we are motivating energy users and providers to accelerate the clean energy ecosystem. Working with over 90 of the world’s leading electric and gas utilities, Uplight provides an end-to-end customer energy experience. Uplight delivers personalized experiences that customers have now come to expect–improving satisfaction, increasing revenue, reducing the cost to serve, and contributing to carbon reduction goals. We are B Corp certified, enabling us to put our values into action by not only making decisions for the benefit of our shareholders, but also for our customers, environment, employees, and community.

We are seeking a Senior Manager, Account Management to join our team and help us achieve our ambitious goals for our business and the planet.

What you get to do:

You are a dynamic leader of a team of account managers responsible for owning the customer relationship and contract outcomes for Uplight’s customers. You and your team are responsible for the overall health of customer relationships, leading and managing customers, delivering against our contracts, and achieving our customer satisfaction and churn goals.  You are a people leader who others want to follow, and you empower and enable employees to do the best work of their lives.

In collaboration with the Account Management leadership team, you are responsible for the strategy and execution of customer management and experience at Uplight. You are also a cross-functional leader who contributes to high performance teams that deliver results in line with company strategy. You are responsible for cross-organizational collaboration and success of delivering outcomes for customers, Uplight, and employees through direct or dotted line reporting.

You are a collaborative spirit with a people-first leadership approach. You have a passion for solving hard problems and a results-driven mindset. You have fun while motivating your team to remain focused on collective goals and managing through stressful situations. You build productive working relationships with internal and external stakeholders.

What you will contribute:

• Experience leading customer teams and leading in organizations with direct and dotted line management

• Ability to form and develop teams to be greater than the sum of their parts

• Client-centric leader who build strong client relationships with senior contacts and leads customers toward realizing business value through Uplight’s solutions.

• Demonstrated ability to drive results and outcomes

• Define and drive value creation via customer management and experience.

• Cross-functional leader for Uplight in close partnership with Business Development, Sales, Implementation, Delivery, Finance, Legal, People, Product, Engineering, and Marketing, in order to deliver on the annual plan and improve the business.

• Contribute to and execute on the multi-year customer management strategy aligned to company strategy and business plan, in close partnership with cross-functional peers and leaders at Uplight.

• Accountable for churn, upsell, customer satisfaction metrics and goals for your team’s portfolio, and the the quarterly and annual OKRs to deliver those goals

• Accountable for your team’s ability and effectiveness tracking, monitoring, and delivering contract outcomes and upsell opportunities

• Accountable for your team’s ability set and manage customer expectations and appropriately prioritize and insert work into the business in alignment with Uplight’s strategy

• Reports on customer management health, churn, upsells, issues and risks to the senior leadership

What you bring to Uplight:

• Experienced leader of people who others want to follow

• Strategic thinker with industry experience

• Strong customer orientation and presence in front of senior management

• Expertise developing and maintaining key relationships across an organization, from the executive level and deeper

• Ability to bring together cross-functional teams to execute collaboratively

• Knowledge of how to build high functioning teams in a matrix organization

• Outstanding written and verbal communications skills

• Willingness to act in ambiguity

• SaaS business model experience

• Energy or utility industry experience

• Demonstrates commitment to core values; mature leader of the team

Don’t meet every single requirement? Studies have shown that women, marginalized genders and people of color are less likely to apply to jobs unless they meet every single qualification. At Uplight we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

What makes working at Uplight amazing:

We are:

• Proud to be over 500+ purpose-driven individuals helping to create a more sustainable planet.

• Committed to the environment, our employees, and our communities.

• Focused on career growth by following defined career ladders.

• Committed to taking our work and mission seriously and….we love to laugh!

We also provide:

• 401k Match

• Medical, vision, and dental insurance

• Monthly wellness stipend

• Peer to peer recognition program

• Management by objectives bonus plan

• Innovative flexible time off policy

• Exceptionally collaborative and cool office spaces

Salary Range: $125,000 to $155,000 USD + variable compensation

Application Deadline: February 18, 2024

In accordance with the Colorado Equal Pay for Equal Work Act, the approximate annual base compensation range is listed above. The actual offer, reflecting the total compensation package and benefits, will be determined by a number of factors including the applicant's experience, knowledge, skills, and abilities, as well as internal equity among our team.

Uplight provides equal employment opportunities to all employees and applicants and prohibits discrimination and harassment of any type without regard to race (including hair texture and hairstyles), color, religion (including head coverings), age, sex, national origin, disability status, genetics, protected veteran status, sexual  orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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Keywords

Senior ManagerAccount Managementcustomer relationshipcontract outcomesteam leadercustomer satisfactioncross-functional leadervalue creationchurnupsellstrategic thinkerindustry experiencehigh functioning teamsSaaS business modelenergy industry experiencecore valuesdiverse workplace