Senior Technical Support Manager - Remote US, EST or CST

The GridX Customer Success Team is looking for a Senior Technical Support Manager
to support operations of product implementations, offering rate analytics, load forecast and complex billing to our energy sector clients.

Our ideal candidate will have a strong technical, operations, or consulting background and the ability to communicate ideas effectively across internal and external stakeholders. The Senior Technical Support Manager will work under the Director of Technical Support and in collaboration with our Product and Engineering teams, to effectively support GridX SaaS Rate Analytics, Load Forecast, and billing implementations.
Responsibilities

- Interact with clients directly as requested ensuring GridX meets SLA’s: responding to complex technical issues or support requests, assisting with billing issues, high-impact load forecast and data quality issues, reporting, and API trouble shooting API’s

- Conduct root cause analysis for recurring issues and implement preventative measures

- Work with the Customer Success team to determine the best metrics to track for each assigned account or set of accounts

- Understand GridX products on a technical level and utilize resources within the organization to best support inquiries related to specific product issues

- Oversee and improve validation frameworks to ensure accuracy and reliability of GridX products including load forecasting

- Analyze production issues, identify business and system impacts, prioritize and quantify issues for clients and internal teams

- Analysis and documentation of energy-related use cases, acceptance criteria and other testing-related methods

- Gather requirements and collaborate with DevOps, engineering, and product teams to create dashboards and tools

- Assist DevOps team in troubleshooting and resolving daily workflow failures

- Improve operational processes and best practices to enhance efficiency and effectiveness

- Assist customers, onboarding team, or customer success with software setup and product information, including customer success software, CRM, customer service software, and any other monitoring tools the company uses

- Maintain a customer account overview and monitor metrics associated with customer satisfaction, customer goals, and business needs

- Lead project manager for Professional Services contracts to ensure successful delivery for operationalized clients.

Required Qualifications

- Minimum 5 years of experience in Customer Success or Customer Support with proven Operations or Technical capabilities

- Experience in the energy/utility space required

- Strong analytical skills with the ability to identify and correlate metrics relevant to customer goals to drive customer success and contribute to the efforts of the entire team

- Excellent communication skills, with the ability to present reporting and complex data findings in a clear and concise manner

- Strong organizational and time management skills, with the ability to work on multiple projects and priorities simultaneously

- Advanced IT&C knowledge and capabilities and ability to quickly learn and perform in new software environments.

- Ability to work across time zones and with offshore teams in a dynamic start-up setting

Preferred Qualifications

- Consulting experience strongly preferred

- Relevant courses/training are nice-to-have but not required

- Experience in cloud technologies (i.e. AWS, GCS)

- Experience working with a start-up

- Experience with energy efficiency and program implementation is highly desired

- Interest in Clean Energy, Climate Change, Decarbonization, or Renewable Energy is a big plus

Location

Due to the location of the customers who will be supported in this role, it is required that candidates be located in either EST or CST time zones. The role will include occasional work at a GridX Industrious shared office or attendance at offsites and/or customer sites, as determined by your role’s responsibilities and ag