Enterprise Customer Success Manager
About HData
HData is the energy industry’s leading provider of regulatory data solutions. Our AI-powered software platform provides compliance, analytics, and intelligence capabilities that help utilities, regulators, advocates, and service providers modernize time-intensive and outdated methods of working with regulatory data.
By using technology to reduce manual, burdensome tasks for regulatory professionals, HData supports the energy industry in moving toward greater efficiency, consistency, and transparency in regulatory data and decision-making. We are a venture-backed Techstars company with investment from firms including Buoyant Ventures, Hyde Park Venture Partners, and Firebrand Ventures. Our customers include Exelon, NextEra Energy, PG&E, and Southern Company.
About the Role
The Enterprise Customer Success Manager at HData ensures enterprise-level clients' retention, growth, and health, aligned to HData’s strategic vision. As a strategic business partner to our customers, you’ll provide proactive, focused attention to strengthen product adoption, leverage relationships and expertise to identify new areas of growth, and ensure customers succeed, as defined by their specific business case.
The Enterprise Customer Success Manager at HData is mission-critical in enabling clients to derive maximum value and achieve desired outcomes through relationship-building, account management, industry expertise, and data-driven insights to successfully lead to adoption of transformative technology and develop a long-term enterprise platform partnership.
What you’ll be doing:
- Client Relationship Management:
- Build and nurture relationships with your book of designated clients within the regulated utility sector.
- Serve as the main point of contact and advocate for clients, finding ways to be a trusted advisor and ensuring their needs are understood and addressed effectively.
- Collaborate with clients to develop a deep understanding of their business objectives, design a comprehensive plan to meet them, and align the necessary products and solutions to support them.
- Define, document, track, and measure the impact of HData on the client organization, developing a mutually agreed maturity and success plan.
- Build and nurture relationships with your book of designated clients within the regulated utility sector.
- Customer Lifecycle
- Onboarding and Adoption
- Lead the onboarding process for new clients, owning expert discovery and application of use cases to HData’s technology, guiding customers through change management with a laser focus on achieving early value by achieving outcomes with HData.
- Collaborate with cross-functional teams, including Sales, Product, Marketing, Management and Customer Support, to ensure a seamless onboarding experience.
- Provide training sessions and workshops to clients to enhance their understanding of our technology with the goal of establishing HData as part of their regulatory process.
- Align with customers on desired outcomes, document, and track progress on use cases, especially with our most strategic clients, which may include implementing and leading EBRs or Steering Committees.
- Proactively analyze clients' product usage and adoption trends to identify risk and assess training gaps or new opportunities.
- Onboarding and Adoption
- Customer Health and Satisfaction:
- Regularly assess the overall health and satisfaction of assigned clients.
- Develop and execute strategies to improve customer satisfaction, mitigate churn, and identify upsell opportunities.
- Utilize data-driven insights to track client performance, identify trends, and create reports for internal and external stakeholders.
- Establish reference customers, power users, and brand advocate customers by maintaining high levels of customer satisfaction.
- Proactively identify risks or potential impacts on customer satisfaction and adoption. Escalate critical issues and ensure the customer is informed of the outcome/resolution.
- Renewals and Expansion
- Continually discover and qualify new opportunities for clients to obtain value from HData, whether in the form of new use cases and teams or existing team growth, carrying an assigned revenue quota for all expansion business.
- Develop individual account strategy and lead revenue expansion campaigns within your Book of Business, collaborating with Sales Account Executives to develop and mature new and existing opportunities, identify new use cases, and lead renewal playbooks to retain and expand relationships with existing clients.
- Develop and deliver client success plans to demonstrate ongoing value while driving renewals and growth.
- Lead and manage customer product trials in collaboration with Sales, ensuring a seamless experience, driving engagement, and maximizing conversion opportunities.
- Issue Resolution:
- Act as a liaison between clients and internal teams to address and resolve any issues or concerns.
- Escalate critical issues to appropriate stakeholders and ensure timely resolution.
- Management Reporting
- Deliver weekly summary of Success KPIs to internal stakeholders as directed.
- Deliver weekly summary of Success KPIs to internal stakeholders as directed.
- Industry Expertise:
- Find creative ways to become a trusted advisor by:
- Staying up-to-date with regulations, trends, and developments in the regulated utility industry.
- Use industry knowledge to provide clients with insights and advice on navigating regulatory challenges, industry best practices for analysis, benchmarking
- Connect our customers to their peers to create a supportive, collaborative environment within the community
- Find creative ways to become a trusted advisor by:
Qualifications:
- Bachelor's degree or MS degree.
- 3+ Years of Experience in a revenue-generating, quota-carrying role (CSM or Account Manager), preferably in Fintech, Regtech, Datatech SaaS Platforms.
- Thrives in a startup environment, including ability to pivot and deliver quality work product in the face of frequent changes to process, product, and priorities.
- Experience with the full expansion sales cycle, including white-space analysis, creating business cases, generating quotes, and leveraging CRM tools to manage a quantifiable pipeline of expansion opportunities.
- Proven ability to build strong relationships with both technical stakeholders and executives, with ability to identify, forecast, and negotiate complex contract expansions and renewals with C-level and procurement stakeholders.
- Strong understanding of regulatory affairs, analysis, and compliance within the utility sector, with the ability to apply this knowledge with technical skills to advise your clients on process improvement while discovering new use cases and opportunities.
- Deep experience managing the full customer lifecycle and growing a portfolio of complex Enterprise and MidMarket accounts, from onboarding and enablement to renewal, risk and escalations, expansion, and advocacy.
- Experience successfully collaborating and managing by influence (of non-reporting groups/individuals).
- Ability to travel [10-20%] of the time.
Preference to those who:
- Align with our values: be kind, think and act with humility, be resourceful, listen to others, show empathy, have fun and enjoy others
- Have energy industry experience and understanding of the industry landscape
BENEFITS
- Medical Benefits
- Dental Benefits
- Vision Benefits
- Performance Bonus
- 401k Retirement Plan
- 401k Matching
- Equity Benefit Package
- Remote Friendly
- Flexible PTO
- Life Insurance
- Assortments of Discounts, Perks, and Deals
The salary range for this role is $90,000 to $110,000 annually, plus a competitive On-Target-Earnings (OTE) variable component.
Location: Remote (US)
HData is committed to promoting equality, inclusion, and diversity. We’re an equal-opportunity employer of the brightest minds we can find — regardless of race, gender, age, religion, sexual orientation, or identity.
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