Client Success Specialist III

Oracle Energy and Water provides the most comprehensive platform of leading-edge solutions to empower utility business transformation—from asset operations to the customer experience. These validated, innovative solutions enable today's electric, gas, and water utilities to improve the customer experience and enhance operational efficiency. Add in the flexibility of the cloud, and utilities can more quickly adapt to the changing landscape while reducing cost and workload.

As a Client Success Manager at Opower, your mandate is to serve as the primary point of contact for your clients. You will be responsible for the client relationship end-to-end – including deployment and ongoing delivery of our cutting-edge product suite, building and maintaining strong client relationships, and serving as a trusted partner to your clients and our sales, regulatory, and marketing teams to maintain account health. You will work closely with Implementation Engineers, Configuration Analysts, and Client Support Engineers to implement projects for your clients. You will handle delivery timelines, prioritize work, and be ultimately accountable to ensure your extended team delivers on schedule, at the highest quality. You will also bolster our efforts to evangelize the use of behavioral programs and customer engagement to achieve demand side management and customer care outcomes for our clients.

This is an ideal job for someone who has a passion for working with clients and software products, exercises sound business judgment, is an effective multi-tasker and a strategic thinker with an extraordinary attention to detail, and is passionate about energy efficiency. The successful candidate will be a demonstrated quick learner and self-starter – with the ability to initiate and make difficult calls and also function well within a team environment. The ideal candidate will have a unique ability to communicate a variety of messages to varying audiences, can build relationships effortlessly, is client-focused, and can follow through and get results.

Responsibilities:

Collaborate with a cross-functional client delivery team:

Communicate resource needs and project priorities to ensure on-time delivery of projects according to client specifications.

Identify and lead issues and risks while acting as an escalation for the client

Lead delivery timelines and communicate project status to client and internal stakeholders

Be a trusted advisor who helps clients achieve their goals:

Operate effectively in a SaaS business environment by leading internal expectations as well as those of your clients and prioritize using business judgment to balance business objectives with client goals

Spend time understanding clients’ objectives and deliver programs that support these goals

Partner with Sales to support successful expansions and acceptance of new products/services in your clients’ accounts and facilitate incremental business opportunities

Creatively problem solve when difficult situations arise and help client and internal team members resolve delivery challenges

Be an effective communicator:

Take the lead to present key results, facilitate meetings, and deliver difficult messages to clients

Escalate critical client needs to senior management

Cultivate effective decision-making and operational excellence across business by establishing relationships and helping internal teams understand client priorities and business context

Maintain consistent and frequent communication with clients to ensure efficient project implementation, review ongoing needs, provide timely solutions and recommendations to help achieve success and drive adoption

Be an authority in the product suite:

Comprehend technical components of a SaaS deployment and communicate requirements to both business and technical client audiences

Deeply understand the product suite, service offerings, and functionality to enable effective communication of capabilities to clients

Actively chip in to the refinement and development of new product features and service offerings by working closely with Professional Services and R&D

About You

BS or BA degree. MBA, MS or relevant experience preferred.

At least 4+ years of professional experience in technology consulting or account management, with a strong preference for experience within a SaaS or enterprise software-related field

You are an excellent communicator who understands technical concepts and are able to translate complex and technical topics across a wide range of audiences in an engaging and succinct manner

You have demonstrated success working directly with clients, including building senior level relationships.

You have strong project management experience, ideally in a rapidly-paced consulting, services, or technology-related environment; previous enterprise software or SaaS business model experience is ideal

You are analytical, yet creative and love numbers

You have good judgment in a business context

You have a worked or led a team in a cross-functional work environment

You have experience leading multiple high-priority projects and the ability to make multi-tasking look effortless

EST, CST, or MST US time zone preferred

Work with medium sized clients to develop long term partnership with our clients to ensure they remain successful by realizing the full value of their investment with us to ensure client continues/replenish/renews contract with Oracle. Responsible for maintaining a high level of client satisfaction by being a liaison between our clients and Oracle's internal operations. Identify product expansion/up sell opportunities. Responsible for sharing information across the CSM team via defined methods.