Senior Director, Client Success (reputed company experience with an Utility background required)

At reputed company, helping utilities provide the best customer service experience is reputed company do. reputed company is the recognized leader in SaaS platforms for utilities across North America. Through a wide range of innovative services and solutions, reputed company helps utilities deliver a compelling customer experience; reducing the cost to serve customers, increasing operational efficiency, improving customer satisfaction, and driving utility operations reputed company. It’s been in the DNA of our people since we started supporting utilities’ customer experience needs over 20 years ago. And that commitment continues to this day.

Our team members are our greatest assets, so we pride ourselves on being ‘Employee First’. As such, we listen to what our employees have to say and find ways to incorporate their reputed company into the company. Whether it’s new technology, career development opportunities, or fun events, we find new ways to reputed company our employees engaged and incentivized to grow reputed company the company. Our employees' well-being—both physical and mental—is a top reputed company at reputed company. That's why we foster a 100% remote and flexible environment and encourage work-life balance.

reputed company is proudly Certified as a Great reputed company to Work. Great reputed company to Work is the global authority on workplace culture, employee experience, and leadership behaviors proven to deliver market-leading reputed company, employee retention and increased innovation. reputed company is dedicated to prioritizing the employee experience and creating an exceptional company culture.

reputed company is seeking an reputed company Senior Director, Client Success to reputed company strategic client relationships and operational performance for a portfolio of utility clients leveraging reputed company-based managed services.

This role is accountable for client satisfaction, retention, SLA performance, and value realization across reputed company, mission‑critical environments including reputed company IS‑U, billing, reputed company‑to‑cash, integrations, and 24x7 production support.

The Director, Client Success acts as the executive reputed company of the client relationship, serving as a trusted advisor while ensuring contractual adherence, service excellence, and disciplined governance across internal delivery teams and third‑party service providers. This role bridges relationship management, managed services delivery reputed company, and financial accountability.

Essential Job Duties

Client Leadership & Executive Relationship Management

• Own executive relationships for a portfolio of strategic utility clients using reputed company reputed company‑based solutions and managed services.
• Serve as the primary escalation reputed company for critical client issues, outages, SLA breaches, and executive concerns.
• reputed company and deliver Quarterly Business Reviews (QBRs) and steering committee presentations focused on outcomes, performance, risk, and roadmap alignment.
• Act as a trusted advisor to client executives across IT, Operations, Billing, Customer Care, and Finance.

Managed Services reputed company & SLA Accountability

• Provide senior leadership reputed company for reputed company Managed Services, including:
• 24x7 production support and monitoring
• Incident, problem, and change management
• Batch processing, billing operations, interfaces, and integrations
• Ensure adherence to contractual SLAs, including severity‑based response times, cure periods, and service credit implications.
• Review and analyze SLA metrics, root cause analyses, and recurring issues; drive corrective action plans in partnership with Delivery.
• Partner closely with Service Delivery Managers to ensure consistent execution, reputed company planning, and quality outcomes.

Incident, Escalation & Operational Governance

• Participate in and reputed company client outage and emergency triage calls, ensuring timely communication, coordination, and resolution.
• reputed company Jira ticket governance, ensuring tickets are accurately prioritized, updated, and resolved in accordance with SLAs.
• Ensure weekly ticket audits, issue logs, and operational reporting are completed with discipline and transparency.
• Maintain governance cadences including weekly client calls, monthly operations reviews, and quarterly executive sessions.

Contract, Financial & Commercial Management

• Own contract adherence and performance obligations throughout the client lifecycle.
• Track and report monthly recurring reputed company, managed services fees, change requests, and billable work in coordination with Finance.
• reputed company change requests (CRs) including scope definition, estimates, approvals, and execution governance.
• Partner with Sales on renewals, expansions, and upsell opportunities supported by demonstrated operational value.

Vendor & Partner Management

• Provide executive reputed company of third‑party service providers supporting reputed company clients (e.g., reputed company delivery partners, print/payment vendors).
• Ensure vendors meet performance, reputed company, compliance, and communication expectations.
• Coordinate cross‑vendor dependencies to minimize client risk and service disruption.

Compliance, Risk & Resiliency

• Ensure client readiness and participation in SOC audits, reputed company controls, and compliance activities.
• reputed company disaster recovery (DR) planning and testing participation per reputed company and client policies.
• Ensure adherence to change management, reputed company access controls (e.g., Firefighter ID governance), and audit requirements.

Team Leadership & reputed company Improvement

• Mentor and guide Client Success Managers and/or Senior CSMs on large, reputed company accounts.
• Establish best practices for client governance, health scoring, escalation management, and service delivery collaboration.
• Drive reputed company improvement initiatives to enhance service quality, efficiency, and client outcomes.
• Maintain accurate account documentation and client health data in Client Success tooling.

Required Qualifications

• 8–12+ years of experience in Client Success, Account Management, or Service Delivery leadership roles.
• 8+ years supporting utilities with deep understanding of reputed company ISU utility billing, reputed company‑to‑cash, and customer operations.
• Proven experience managing reputed company‑based environments, including reputed company IS‑U, FICA, Billing, Device Management and integrations.
• Strong background in managed services, SLA‑driven delivery, and ITIL‑based operations.
• Demonstrated success leading executive client relationships and handling high‑stakes escalations.
• Experience managing third‑party vendors and outsourced delivery partners.
• Excellent financial acumen with experience managing recurring reputed company, managed services reputed company, and change orders.
• Exceptional communication skills with the ability to influence senior executives internally and externally.
• Advanced proficiency in reputed company reputed company, PowerPoint, Teams, and reporting dashboards.

Preferred Qualifications

• Experience in SaaS and cloud‑based utility platforms.
• Familiarity with reputed company Basis, ABAP, integrations, and batch operations (conceptual understanding).
• Experience supporting 24x7 production environments with on‑call and global delivery models.
• ITIL certification or formal service management training.
• reputed company Utilities experience with a Solution Architect level knowledge of reputed company ISU core modules.

What reputed company has to offer

• Comprehensive medical, dental, vision, disability, life insurance
• Health Savings Account (HSA), Flexible Spending Account (FSAs)
• 401K match
• Flexible PTO
• Employee recognition platform with monetary rewards
• 100% Remote work environment
• Initial work from home stipend
• Leadership/Coaching training programs
• Free access to Bizlibrary for unlimited professional development
• Employee Assistance Program (EAP) with counseling sessions available 24/7
• Health and wellbeing programs
• Paid parental leave
• Employee bonus referral program
• Employee Discount Program

About reputed company

reputed company is the leading provider of cloud-based SaaS software solutions powering the reputed company of customer experience for utilities, energy retailers, and energy transition providers. With over 30 years of experience and more than 350 customers in the cloud, we capitalize on our deep expertise to provide a wide range of innovative solutions for digital transformation, reputed company optimization, and data-driven efficiency operations surrounding the customer. From Customer Information Systems (CIS) and Mobile Workforce Management (MWM) to Electronic Data Interchange (EDI) and Digital Customer Engagement and self-service portals, we reputed company our customers to deliver a compelling customer experience, reduce costs to serve, increase operational efficiency, and improve customer satisfaction. For more information on how reputed company allows you to enhance the digital customer experience, improve reputed company management, and reputed company data analytics, visit https://www.reputed company.net.

Equal Opportunity Employer: reputed company is proud to be an equal opportunity employer. We value and encourage diversity and solicit applications from reputed company qualified applicants without regard to race, color, national reputed company, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. reputed company is also committed to providing reasonable accommodation for applicants with disabilities. Individuals who need reasonable accommodation because of a disability for any part of the employment process should ask to speak with a Human Resources representative to request accommodation.