What are the responsibilities and job description for the Engagement Manager position at Itron, Inc.?
Itron is innovating new ways for utilities and cities to manage energy and water. We create a more resourceful world to protect essential resources for today and tomorrow. Join us.
The Engagement Manager plays a critical role in partnering with Itron's most strategic clients to drive engagement, retention, satisfaction, and growth. As part of the Customer Success organization, this high-profile, client-facing position requires strong relationship management, business acumen, technical understanding, and project leadership. You will work directly with customers to understand their needs and align Itron's AI-powered technology and best practices with their business objectives. This role also involves coordinating cross-functional teams and ensuring a seamless transition from deployment through ongoing operations and expansion. The ideal candidate is action-oriented, results-driven, and skilled in communication, analysis, and problem-solving.Duties & Responsibilities- Manage a portfolio of enterprise-level customer accounts, fostering long-term relationships that deliver measurable value and ensure timely renewals and revenue growth.
- Navigate complex, matrixed organizations to identify key stakeholders and develop strategic relationships that deepen customer commitment.
- Create and execute Success & Engagement Plans based on customer objectives and priorities, driving adoption and measurable outcomes.
- Lead customer-facing engagements such as Quarterly Business Reviews, best practice workshops, executive briefings, and regular touchpoints.
- Proactively identify and mitigate risks to renewals, long-term relationships, or successful outcomes.
- Serve as the primary point of contact and escalation path for customers, ensuring timely and proactive resolution of issues.
- Monitor customer health and value realization through usage data, satisfaction metrics, and feedback collection.
- Communicate account status and engagement progress to internal stakeholders, ensuring transparency and alignment.
- Advocate for customer needs within cross-functional teams, including Development, Product Management, Professional Services, Sales, Marketing, and Support.
- Conduct regular remote and in-person meetings (US and Canada) to understand business requirements and identify growth opportunities.
- Support development of technical education, marketing, and sales materials for onboarding, engagement, and adoption.
- Bachelor's degree in a related field or equivalent experience.
- 2-3 years of client-facing experience in a services or software vendor role (preferably SaaS).
- Proven success in SaaS engagement, retention, and growth with enterprise-level customers.
- Track record of delivering adoption, renewals, expansion, and business value realization.
- Strong stakeholder management skills and ability to build trust with senior executives.
- Excellent communication and presentation skills for executive-level audiences.
- Demonstrated empathy for customers and a strong sense of urgency in meeting their needs.
- Solid project and engagement management skills (e.g., Microsoft O365, Jira, Confluence).
- Ability to quickly develop product, technology, and industry knowledge; experience with utilities, municipalities, or telecom preferred.
- Willingness to travel for in-person meetings (US and Canada); Eastern Time Zone location preferred.
- Ability to translate complex data and analytics into clear, compelling narratives for business audiences.
- Experience with data analytics and visualization tools (e.g., Power BI, SQL).
- Working knowledge of modern data workflows and integrations (e.g., APIs, SFTPs, data pipelines).
- Background in utility or energy sectors is a plus.
- Familiarity with field mobility applications/software is a plus.
Itron is committed to building an inclusive and diverse workforce and providing an authentic workplace experience for all employees. If you are excited about this role but your past experiences don't perfectly align with every requirement, we encourage you to apply anyway. In the end, you may be just who we are looking for!
The successful candidate's starting wage will be determined based on permissible, non-discriminatory factors such as skills and experience.
Itron is proud to be an Equal Opportunity Employer. If you require an accommodation to apply, please contact a recruiting representative at 1-800-635-5461 or email Accessibility@itron.com.
Itron is transforming how the world manages energy, water and city services. Our trusted intelligent infrastructure solutions help utilities and cities improve efficiency, build resilience and deliver safe, reliable and affordable service. With edge intelligence, we connect people, data insights and devices so communities can better manage the essential resources they rely on to live. Join us as we create a more resourceful world: www.itron.com
Itron is an Equal Opportunity, Affirmative Action Employer. Qualified applicants are considered without regard to race, color, religion, sex, age, national origin, citizenship, sexual orientation, marital status, pregnancy, medical condition, veteran status, disability, genetic information, gender identity or other characteristics protected by law.