Account Manager, Customer Success US

Responsibilities

• Shepherd partners through the onboarding/enablement process of new systems
• Develop the technical expertise to internally advocate for performance improvements and new solutions.
• Track performance metrics, assemble client-facing documents and communicate them clearly on a regular cadence
• Support Programs by proactively monitoring portfolio system performance to both meet our contractual obligations with project owners and ensure a successful long-term relationship and development of future opportunities.
• Build and maintain strong, long-lasting relationships with our key project developers and asset owners, by serving as a trusted advisor with key operational stakeholders at all relevant levels of their organization
• Work with greater Stem Operations team to serve as voice for your customers, managing both interests and satisfaction.
• Understand the utility programs & other value streams critical to the success of the portfolios / assets we manage on behalf of our project partners.
• Understand and ensure successful delivery of commercial terms and agreements with project developers and owners by identifying opportunities to improve relationships and value for both parties.
• Serve as the primary point of contact for all inquiries from named partner accounts, by email and phone.
• Identify process or product obstacles to portfolio performance and individual sites/customers; recommend solutions and support their implementation.
• Work with Account Executives to increase solution value, customer satisfaction and create opportunities to expand
• Respond to customer requests as they occur, relating to system performance, billing, software use and more
• Maintain ownership of the partner relationship throughout the customer lifecycle
• Shape the direction of a dynamic and evolving Customer Operations team through process optimization

Requirements

• This position requires a driven and talented professional with strong customer service capabilities, a collaborative work ethic, the ability and curiosity to learn technical concepts, solid problem-solving skills, and a positive & professional demeanor.
• A self-starter with relevant experience, a problem solver and strategic thinker with a customer-first mentality, and a proven track record

Additional Information

About Stem - Driven by human and artificial intelligence - Stem is unlocking energy intelligence. Stem is a global leader reimagining technology to support the energy transition. Turning complexity into clarity, and potential into performance. We help asset owners, operators and stakeholders benefit from the full value of their energy portfolio by enabling the intelligent development, deployment, and operation of clean energy assets. Our integrated software suite, PowerTrack, is the industry standard and best-in-class for asset monitoring, supported by professional and managed services, under one roof. Meant to tackle challenges as seamlessly as possible, Stem shows the information needed clearly and accurately and helps harness raw data to inform actionable insight. With global projects managed in 55 countries - from Germany to Japan and across North America - customers have relied on Stem for nearly 20 years to maximize the value of their clean energy projects. Stem's culture embodies diversity & inclusion beyond the traditional facets of gender, ethnicity, age, disabilities, and sexual orientation to include experience, personality, communication, workstyles, and more. At our core, Stem is at the momentous intersection of clean energy and software technology where diverse ideas, experiences, and professional skills converge to make the inclusive culture we have today. Together, we are turning old school thoughts about software and energy into progressive, collaborative, and innovative solutions. By joining our team, you will be collaborating with data scientists, energy experts, skilled salespeople, thought-leading executives and more from a range of backgrounds. This intersection of ideas, beliefs, and skills is what makes us unique enough to lead the world's largest network of digitally connected energy storage systems.

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