Customer Success Manager - Utilities

Company Summary

Utilities are “Building better networks” with IQGeo’s award-winning software solutions. The ability to powerfully model any network requirement, integrate every system and data source, and support field and office teams with continual innovation is helping utilities build the networks of the future. Our solutions ensure greater cross-team collaboration and productivity across the network lifecycle, from planning and design to construction, operations, and outage response.

Whether it’s field design and as-built, assets inspections or outage mobility, IQGeo’s enterprise solutions lead the industry. We partner with utilities of all sizes, from large IOU’s to Cooperatives and Municipalities, to deliver the digital innovation they need to increase network resilience, operational safety, and business ROI

Job Summary

The Enterprise Customer Success Manager owns the post-sales customer lifecycle for the company's most strategic utility accounts. This key role is responsible for driving successful deployments, adoption, expansion and renewals across the enterprise utility customer portfolio. The ideal candidate has utility specific experience along with proven abilities in client relationship management, customer advocacy and nurturing a high-performing team. Experience managing enterprise software implementations is a plus.

Supervisory Responsibilities

• None initially.

Duties/Responsibilities

• Oversee end-to-end customer success for named enterprise accounts, serving as the voice of the customer internally.
• Ensure successful onboarding, training, go-live execution and time-to-value for new enterprise deployments.
• Cultivate deep relationships with executive sponsors and key stakeholders across enterprise accounts.
• Develop comprehensive account plans in partnership with sales executives focused on increasing product adoption, identifying expansion opportunities and ensuring renewal
• Conduct quarterly business reviews and customer health scoring to proactively identify and mitigate risks.
• Collaborate with support, engineering and professional services teams to deliver a seamless customer experience.
• Drive expansion revenue through cross-selling additional products/modules and increasing user counts.
• Manage escalated issues, positioning the company for customer advocacy and references
• Partner with marketing to develop and execute customer marketing initiatives to drive awareness and consumption.
• Gather continuous feedback to influence the product roadmap and represent the voice of the customer including running Customer Advisory Boards for different customer segments.
• Monitor customer health metrics and optimize processes for scale and operational efficiency

Required Skills/Abilities

• 12+ years of utility experience
• Detailed knowledge of utility network planning, design and operations
• Exceptional relationship management skills with the ability to operate across all levels
• Strong project management capabilities with experience overseeing complex software implementations
• Self-starter with expertise in account management, renewals, expansion selling and churn prevention
• Keen analytical abilities to interpret data and develop insightful recommendations
• Excellent communication and presentation skills to distill complex information
• Passion for delivering an unparalleled customer experience through a focus on value

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Travel

What’s In it For You

• Medical, Dental, Vision, Life insurance: monthly premiums are paid 100% for employee, spouse, and family! No contribution to benefit plan!
• STD/LTD insurance fully paid.
• Generous PTO with 8 paid holidays plus 2 “floating” holidays.
• Paid charity/volunteering day each year.
• Enhanced maternity leave policy (full-pay 3 months, half-pay 3 additional months) after 2 years of service.
• 401k Safe Harbor contribution, fully vested day one.
• Mentor program.
• Home office support for remote workers.

Flexible Working

We support hybrid and flexible working arrangements for all employees. We understand that life for many people involves school runs, care giving, or exercising!

Work Permits & Visas

You must already have the right to work permanently in United States.

IQGeo is not able to sponsor work permits.

About IQGeo

IQGeo™ is based in Cambridge, UK with regional offices in the United States, Canada, Belgium, Germany, Malaysia, and Japan. We are supported by a global network of highly skilled partners. Originally founded as Ubisense Ltd in 2002, the IQGeo brand was launched in January 2019 after the company was split into two separate businesses. Led by a team of geospatial technology pioneers, the IQGeo Platform software was first launched in 2010 and has an impressive pedigree in the telco, communications, and utility industries. In 2020, IQGeo acquired OSPInsight, a provider of fiber network management software, and in 2022 IQGeo acquired Comsof, a world leader in automated network design, headquartered in Belgium.

Today, IQGeo is the leader in introducing modern web and mobile geospatial applications into the communications and utility industries.