What are the responsibilities and job description for the Account Manager - U.S. Retail position at ESG - USA?
ESG is a SaaS provider serving competitive retail energy suppliers. You will own a portfolio of retail energy clients, drive upsell, renewals and expansion, and be the trusted advisor on best practices and product usage. This role requires hands-on retail energy experience, strong commercial instincts, and the ability to navigate nuance across markets.
Position Responsibilities- Own end-to-end account health for a portfolio of retail energy clients, driving strategic alignment through QBRs, roadmap discussions, and executive-level communications.
- Lead renewal strategy and timelines, forecast risk, and execute mitigation plans to protect GRR and NRR.
- Drive proactive retention by monitoring account engagement, identifying early signs of churn risk, and implementing targeted interventions to strengthen long-term client value.
- Develop and maintain strong client relationships, identifying and closing expansion opportunities across modules, services, and new business units; partner closely with Sales on larger pursuits.
- Manage stakeholder expectations, triage issues with Support, and coordinate resolution across Service Delivery, PMO, Product, and Engineering.
- Build and nurture senior-level relationships across the industry, leveraging your network to open doors and accelerate deal cycles.
- Maintain accurate CRM hygiene, forecasts, success plans, and executive dashboards to ensure operational excellence.
- Gather VOC insights and influence the product roadmap with clear problem statements and quantified business impact.
- Maintain deep knowledge of the company’s products and services, ensuring solutions consistently meet evolving client needs.
- Conduct periodic onsite visits to reinforce client satisfaction, strengthen partnerships, and support ongoing renewals.
- Prepare sales quotations and respond to RFIs/RFPs with clarity, accuracy, and strategic positioning.
- Bachelor's degree.
- Exceptional communication, presentation, and executive facing skills.
- Proven ownership of a revenue, renewal, or retention target.
- 4 years of experience in U.S. retail energy with direct exposure to supplier operations or C&I customer portfolios.
- Strong understanding of competitive retail energy markets, including working knowledge of major ISOs and supplier operating models.
- Demonstrated commercial acumen with a track record of driving renewals, expansions, or upsells for SaaS or technology services.
- Strong client management capabilities with a history of setting expectations, managing escalations, and leading cross functional issue resolution.
- Established relationships within the retail energy ecosystem - suppliers, brokers, channel partners, and market stakeholders.
- Excellent executive presence, analytical thinking, and data driven decision making.
- Proficiency with tools such as HubSpot and comfort with Excel or BI dashboards.
- Experience supporting SaaS implementations
- Gross renewal rate and net revenue retention across the book.
- Expansion ARR and pipeline coverage for upsell and cross-sell.
- Time to resolution and CSAT for high-impact issues.
- Executive alignment scorecard completion and QBR cadence adherence.
- Forecast accuracy within agreed thresholds.