Customer Success Manager NAM

eSmart Systems Background
eSmart Systems is a critical part of the global energy transition. We build and deliver the next generation AI-based analytics solution, Grid Vision, to inspect and optimize electric infrastructure as we transition to a clean energy future. The company is based on 20+ years of international experience in establishing and operating knowledge-based solutions for energy companies. Founded in 2013, the company has grown rapidly and currently consists of almost 110 employees with offices in Norway, Denmark, the UK, and US.

eSmart has commercial revenues from large and established electric utilities and grid operators. The North American team is working with many of the largest IOU’s in the US and recently expanded to Canada. Key investors in the company include Energy Impact Partners, Kongsberg Digital, Equinor Ventures, Nysnø, and Innogy Ventures. In 2018 and 2019, we were selected as one of four Finalist for Microsoft’s AI Partner of the Year out of 2,600 AI companies. We’ve continued our impressive growth in 2022, including several new flagship utilities.

Role Description:

Ensure Successful Deliveries 

• Manage programs, from pre-sales through initial go-live phase(s) and ongoing operations 
• Work closely with Sales to evaluate prospective and current customer needs  
• Be an invaluable participant in sales strategy, client discussions, presentations, and proposal development 
• Estimate and propose solutions that meet customer needs 
• Monitor overall project health including schedule, margin, utilization, and achievement of both customer and eSmart Systems business objectives 
• Coordinate closely with our delivery partners, including drone operators and leading engineering companies

Drive Customer Success Outcomes 

• Ensure we exceed customer expectations
• Identify new opportunities with existing customers, to maximize adoption and utilization of eSmart Systems’ products within our customer base 
• Ensure software renewals and expansion of pilots into large scale programs  
• Drive new business growth through greater advocacy
• Document and quantify customer success stories 
• Contribute to marketing content and thought leadership  

Define and Optimize Customer Lifecycle  

• Drive the definition and refinement of our customer engagement journey, including customer workshops, creation and selection of use cases, project management, change management, and value capture 
• Collaborate with our customers to develop tailored business cases supporting AI-powered virtual inspections with Grid Vision
• Work closely with customers to define value case for our products  
• Own and deliver pilots to maximize conversion from pilot to SaaS 

Inspire Customer Success Across the Company 

• Align with marketing around strategies to inform and engage new and existing customers 
• Take your insights from working with customers, and contribute ideas and priorities to the Product and Analytics teams, to optimize our solution roadmap 

Your background:

• You have at least 5 years of experience in management consulting, utilities, or a technology product company 
• Strong project management capabilities in software implementation projects
• Demonstrated experience with change management and value capture processes 
• Ideally have exposure and experience working in the utility sector 
• Have the motivation to work in a dynamic, fast paced, international environment 
• Have the energy and ability to drive our projects, customers, company, industry, and society forward 
• Hands-on attitude who thinks on your feet and thrives when spending time with customers
• Language skills we have ongoing contracts and opportunities in various markets. All candidates must be fluent in English, and other languages are of very high interest
  
  

What We Offer:

• Remote and flexible work
• Competitive compensation
• Generous health benefits including dental and vision, 4 weeks of PTO annually, 401K
• Endless opportunities, including international