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Enterprise Client Success Manager (EMEA)



Customer Service
Milan, Italy
Posted on Tuesday, July 9, 2024


As an Enterprise Client Success Manager - EMEA, you will join the Grid Solutions Client Success team, which is a fast paced, results-oriented, hands-on group focusing on delivering end-to-end business and technical solutions to Uplight’s clients.
The Enterprise CSM is a business leader and truly cross-functional. You will be working closely with our clients and partners to help ensure that the business value generated by Uplight solutions is fully realized, identify ways to expand our relationships with clients, and to help our clients navigate along their path into a smarter energy ecosystem and asset monetization. You’ll also interface closely with our Sales, Pre-Sales, SCADA Engineering, and Product teams, as the advocate for the client within Uplight.
Successful Enterprise Client Success Managers (ECSM) have a solid understanding of the energy markets, monetization of assets within TSOs and DSOs, the regulatory landscape, and challenges facing all stakeholders in the energy ecosystem. As an ECSM, you’ll develop relationships with clients resulting in opportunities for the ECSM to guide clients to adopt industry best practices and solution approaches compatible with the needs of both organizations.
This involves an ability to think strategically, be highly organized, and be able to dive into appropriate technical depth when required and evangelize the solution that would best meet the client needs – internally and externally. This role will report to the VP of Delivery and Operations.
How you will make an impact:
  • Be the trusted advisor to our clients, helping them confirm, identify, quantify, and achieve their goals, while maximizing value.
  • Develop solid, trusted client relationships and grow both megawatts of capacity and program scope.
  • Responsible for reporting progress towards goals to client stakeholders at quarterly and executive business reviews.
  • Empower our clients to become expert users of the Uplight FlexTM platform and transfer the knowledge you create while solving their most valuable problems.
  • Act as an SME with the TSO or DSO on behalf of our clients.
  • Advocate for the client by identifying and surfacing client pain points and requirements to the Product team for the inclusion in roadmap prioritization.
  • Partner with the Uplight Sales team and the Project Managers to craft account and program strategies that will deepen client relationships and drive incremental business opportunities.
  • Collaborate with Grid Solutions Client Support to help prioritize and escalate bugs and issues to ensure timely resolution.
  • Manage multiple accounts at any given time, effectively prioritizing your own efforts and those of the other team members involved.
  • Develop best practices and thought leadership content based on experiences/learning from the customer.
What you bring to Uplight: (Experience)
  • BS/MS/PhD in computer science, engineering, science or equivalent work experience
  • 7+ years of customer-facing experience in customer success, strategic account management, management consulting, strategy or other relevant experience, ideally in a rapidly-paced top-tier consulting firm, services, or technology-related environment and working with customers in the energy industry.
  • Experience developing, operating, or supporting large scale solar, wind, and/or battery energy storage projects (50 MW or larger) in the EU DSO/TSO markets (Terna and Rede Electrica will be a bonus)
  • Demonstrated success working directly with customers, including developing account strategy and building senior-level relationships (Directors, VP’s, etc…).
  • Strong fluency in solar, wind, and storage project finance, contracts, utility interconnection, and construction/ EPC issues.
  • Willingness to learn, collaborate, comfortable with ambiguity and changing priorities as part of a start-up culture.
  • An ability to understand the priorities, strategic direction, and constraints of customers in a way that allows the CSM to help grow and expand accounts.
  • Ability to understand customer use cases and conduct fit / gap assessments relative to Uplight FlexTM; identify potential use cases not yet implemented on the Uplight FlexTM platform pursue opportunities to extend the customer’s use of the platform
  • Knowledge of customer acceptance and testing for software solutions in the energy space including an ability to define success criteria with customers appropriate to their business and technical needs.
  • Experience deploying SaaS products in enterprise environments and collaborating with multiple diverse stakeholders.
  • Flexibility to work for a global team with customers and team members spread across multiple time zones
  • Excellent written and oral presentation skills plus a passionate, optimistic and a winning attitude is a must.
  • Multilingual - Ability to communicate in English and (at least) Italian OR Spanish with business level proficiency
  • Enthusiasm for customer success & excellence.
Bonus points:
  • Passionate for renewable energy and helping greening our energy sources.
  • Knowledge or familiarity with SCADA protocol.
  • Experience with Customer Success software e.g. Gainsight, Churn Zero, etc…
Don’t meet every single requirement? Studies have shown that women, marginalized genders and people of color are less likely to apply to jobs unless they meet every single qualification. At Uplight we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.
Why Join Uplight in Leading the Fight Against Climate Change?
At Uplight, we're not just offering a job – we're offering a chance to be part of the solution to one of the world's biggest challenges. As a certified B Corporation, we're deeply committed to both social and environmental responsibility. Here's why you should join our team of passionate Uplighters:
  • Make a Meaningful Impact: Your work directly impacts our mission of decarbonization and building a more sustainable future.
  • Grow Your Career: We offer ample advancement opportunities, robust learning and development programs, and a supportive team environment that fosters collaboration and innovation.
  • Thrive: We offer comprehensive benefits, including flexible time off, generous parental leave, a wellness stipend, and work flexibility to help you thrive both personally and professionally.
  • Belong to an Inclusive Community: We celebrate diversity and foster an inclusive workplace where everyone feels respected, empowered, and heard. Our Employee Resource Groups offer opportunities to connect with colleagues who share your interests and backgrounds.
  • Be Part of a Growing Movement: Join a team of dedicated individuals who are passionate about creating a more sustainable future. We offer a collaborative environment where your ideas are valued and your contributions recognized. Together, we can build a brighter tomorrow.
To learn more about our comprehensive benefits package and other perks, visit uplight.com/careers
Uplight provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race (including hair texture and hairstyles), color, religion (including head coverings), age, sex, national origin, disability status (including neurodivergence), genetics, protected veteran status, sexual orientation, gender identity or expression, neurotypicality, or any other characteristic protected by federal, state or local laws.