Customer Success Representative re - engaging and retaining Prophix customers using its financial performance platform. Driving renewals, adoption, and account expansion across a SaaS portfolio.
About the role
- Director leading customer experience, meter-to-cash, and operations consulting for utilities. Guiding transformations, client relationships, workshops, and practice development at E Source.
Responsibilities
- Lead customer experience projects involving strategy development, operational assessments, design thinking, journey mapping, and customer research
- Identify strengths and improvement opportunities in utility clients’ customer experiences
- Partner with the sales team to scope solutions with clients
- Lead client meetings and workshops
- Collaborate with the delivery team on project planning and status reporting
- Develop practice processes and marketing content, including standard operating procedures, case studies, and white papers
- Develop team members through performance coaching, career development, and skill building
- Mentor consultants interested in joining the customer practice
- Build and maintain trusted relationships with clients and partners
- Help utility clients solve complex problems in customer experience, meter-to-cash, and customer operations
- Analyze and evaluate customer-operation processes, policies, and technologies
- Help clients deliver positive experiences and engaging communications, build customer-centric cultures, and offer effective programs and services
Requirements
- At least 15 years of consulting or industry experience, including at least 8 years in consulting
- Experience leading large customer transformations across people, process, and technology
- Expertise in meter-to-cash and customer service operations
- Experience working with Customer Information System (CIS) vendors and implementers
- Bachelor’s degree in business, marketing, or a related field, or equivalent work experience
- Willingness and ability to travel to client sites, currently estimated at about 50% of your time depending on client needs
- Demonstrated record of managing major client engagements, developing long-term client relationships, and serving as a trusted senior advisor
- Ability to direct multiple project managers, technical specialists, subcontractors, and cross-functional contributors
- Strong strategic decision-making in ambiguous environments
- Business acumen covering client value, project economics, staffing, risk, and business development
- Ability to anticipate problems, identify patterns and root causes, and lead teams toward practical solutions
- Clear written and verbal communication with technical and nontechnical audiences
- Deep knowledge of the utility or energy industry, including relevant best practices, trends, policies, regulatory contexts, or operational environments
- Track record of coaching managers and developing staff, teams, and future leaders
- Experience working with or around utilities, energy, consulting, research, or adjacent fields
- Experience overseeing a portfolio of projects and contributing to team or practice-level budgeting, forecasting, and resource planning
- Applicants must be authorized to work for any employer in the US or Canada
- Employment visa or Labour Market Impact Assessment sponsorship is unavailable
Benefits
- Excellent insurance options, including medical, dental, and vision plans
- Company-paid life insurance
- Company-paid long- and short-term disability insurance
- Medical and dependent-care flexible spending plans
- Paid parental leave
- Flexible time off (FTO) policy with paid time away from work
- 401(k) plan with a 3% employer match
- Annual bonus
- Remote work arrangement
- Opportunity to grow skills and contribute to meaningful work
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