Job Description
Manager, Client Relations
United States
Who We Are
Arcadia is the technology company empowering energy innovators and consumers to fight the climate crisis. Our software and APIs are revolutionizing an industry held back by outdated systems and institutions by creating unprecedented access to the data and clean energy needed to make a decarbonized energy grid possible.
In 2014, Arcadia set out on its mission to break the fossil fuel monopoly and since then we have been knocking down the institutional barriers to unlock decarbonization. To date, we have connected hundreds of thousands of consumers and small businesses with high-quality clean energy options. Fast forward to today, and now, we’re thinking even bigger. We have launched Arc, an industry-defining SaaS platform that empowers developers and energy innovators to deliver their own custom, personalized energy experiences, accelerating the transformation of the industry from an analog energy system into a digitized information network.
Tackling one of the world’s biggest challenges requires out-of-the-box thinking & diverse perspectives. We’re building a team of individuals from different backgrounds, industries, & educational experiences. If you share our passion for ushering in the era of the clean electron, we look forward to learning what you would uniquely bring to Arcadia!
What we’re looking for:
We are seeking a project management professional who will manage a team of Client Relations Associates, Community Solar to join the Community Solar Operations team. In this role, you will manage a portfolio of solar developer clients and their respective community solar projects through all stages of the project lifecycle. You will also work closely with other functional areas of the organization, including our subscription management, policy, finance, and business development teams to ensure the successful management of our contracted community solar projects. The ideal person is highly organized, able to think quickly on their feet, and has a client-first attitude.
Arcadia is open to fully remote candidates.
#LI-REMOTE
What you’ll do:
- Manage a team of Client Relation Associates
- Onboard and train incoming team members; identify training needs and implement knowledge sessions to improve the team’s role and responsibilities.
- Lead and report on client experience, CSAT, project performance and other KPI metrics.
- Lead and improve current project management tools, documentation, and presentations used to onboard new clients and/or projects.
- Support recurring calls with our existing solar developer clients to communicate and receive key project updates on an ongoing basis.
- Identify areas to improve meeting structure and performance of team deliverables.
- Support Arcadia’s service offerings and lead demos for potential future clients
- Support and run onboarding of new solar developer clients by hosting external kick-off calls and facilitating their backend set-up in our proprietary management system
- Coordinate Arcadia’s performance of our acquisition and management services by tracking important project achievements and delivering regular status updates and reports
- Evaluate project risks proactively and prepare communications appropriately to prevent reactive resolutions
- Request and track required project documentation from our solar developer clients
- Use Excel, utility forms, and our proprietary software tools to manage customer data and supervise community solar enrollments
- Maintain internal databases with accurate project and customer information
- Ensure timely delivery of all external deliverables across several core areas
- Prepare and present reports for external energy industry clients
- Facilitate operational improvements based on client feedback
- Become a community solar subject matter expert and contribute to our knowledge base of utility-specific operating procedures and regulations
- Establish relationships with utility representatives to maintain active community solar subscriptions and ensure accurate bill crediting
- Partner closely with Engineering, Data Analytics, Sales, Business Development and other Operations teams to support business objectives.
What will help you succeed:
Must-haves:
- BA/BS degree
- 3-5 years professional experience leading teams within Customer Support, Account Management, or Project Management
- Experience using a CRM software tool
- Experience in project management or change management
- Outstanding written and oral communication skills
- Proficiency with Excel and data management
- Keen attention to detail
- Team-first attitude
- Consistent record of taking initiative
- High degree of discretion; ability to maintain confidentiality
- Ability to problem solve, find creative solutions, and build out best practices
- Ability to be flexible and work in a fast-paced environment with evolving needs
- Passion for our mission, sustainability, and helping drive a clean-energy future
Nice-to-haves:
- Experience working in solar, utilities, or a related field
- Project management certification
