Client Program Manager

Client Program Manager

Job Overview: We are seeking a proactive and relationship-focused Client Program Manager to join our team. The ideal candidate will be responsible for overseeing client programs, ensuring client satisfaction, and driving client success through management of internal teams and timelines. This role involves developing strong client relationships, understanding technical details at a high level, and collaborating with various teams to deliver client solutions.  The ideal candidate will be responsible for overseeing and optimizing client programs, adhering to process to ensure timely delivery and effective communication, and taking ownership and accountability of client deliverables. 

Key Responsibilities:

• Develop and manage client programs that align with the organization's goals and objectives by adhering to the defined scope of work and established OSP processes.
• Build and maintain strong relationships with clients to ensure their satisfaction and success.
• Serve as the primary point of contact for clients, address their needs and concerns and escalating where necessary
• Oversee and plan for all aspects of delivery (externally and internally) of client programs and ensures timely and high-quality execution through continuous process monitoring, review of deliverables, engagement with technical and delivery teams, and escalation as called for and necessary.
• Collaborate with other client program managers, sales, marketing, and product teams to deliver programs, build customer relationships, and ensure seamless client onboarding and program implementation.
• Utilize internal tools to create project plans and tasks for teams to conduct work on the appropriate timeline. 
• Monitor and analyze client feedback to identify areas for improvement and suggest changes for implementation.
• Provide clients with resources, training opportunities, and support to maximize their use of the company's products and services.
• Plan and facilitate regular check-ins with clients to ensure they are achieving their desired outcomes and review program status and deliverables.
• Guide teams through the delivery process by providing project plans, reviewing timelines, ensuring an understanding of deliverables, and tracking progress within tools and systems.
• Utilize analytical tools and reports to track program progress, performance, and areas for improvement or investigation.
• Identify and diagnose underlying issues that impact overall program success and develop insights and proposed solutions.
• Derive insights from customer data and identify areas for investigation to ensure successful delivery.

Qualifications:

• Bachelor's degree in Energy, Sustainability, Business, Marketing, or a related field.
• Experience in program management or project management.
• Understanding of client relationship management and client success principles.
• Excellent communication (oral and written) and interpersonal skills.
• Demonstrates the desire to learn, be inquisitive, and work collaboratively with internal teams. 
• Demonstrates the ability to discuss technical topics and understand technical questions from customers to properly address and resolve. 
• Strong problem-solving and analytical abilities with a proactive mindset to uncover trends and areas for improvement.
• Ability to work collaboratively with cross-functional teams.
• Experience with CRM software and client success tools.
• Demonstrates a high level of responsiveness and commitment to client program success.

Preferred Skills:

• Familiarity with client success metrics and KPIs.
• Certification in client success or program management (e.g., Certified Client Success Manager, PMP).

• Proficiency with software tools, including Microsoft Excel, PowerPoint, Outlook, OneNote, etc, required to complete all tasks and responsibilities effectively.
• Strong data driven mind-set with an ability to make quick decisions.
• Process driven with meticulous attention to detail.
• Problem solver with minimum supervision.
• Demonstrates functional knowledge and understanding of electric and gas commodity products, RTO and utility programs, renewable and sustainability offerings, behind the meter technology, energy data analytics, vendor capabilities, etc.