Associate Director of Customer Success

Job Description

We Are

Bidgely (which means 'electricity' in Hindi) is an AI-powered SaaS Company accelerating a clean energy future by enabling energy companies and consumers to make data-driven energy-related decisions.

Ranked #7 in Applied AI on Fast Companys list of Most Innovative Companies in the World, Bidgely is putting customers at the center of the clean energy future

What We Do

Powered by our unique patented technology, Bidgely&aposs UtilityAITM Platform transforms multiple

dimensions of customer data - such as energy consumption, demographics, and interactions into deeply accurate and actionable consumer energy insights. We leverage these insights to empower each customer with personalized recommendations tailored to their individual personality and lifestyle, usage attributes, behavioral patterns, purchase propensity and beyond.

How We Do It

From a distributed energy resources (DER) and grid edge perspective, Bidgely is advancing smart meter innovation with data-driven solutions for solar PVs, electric vehicle (EV) detection, EV behavioral load shifting and managed charging, energy theft, short-term load forecasting, grid analytics and time of use (TOU) rate designs. Bidgelys UtilityAITM energy analytics provides deep visibility into generation and consumption for better peak load shaping and grid planning and delivers targeted recommendations for new value-added products and services.

For more information, please visit-

Website: www.bidgely.com

Blog: bidgely.com/blog

About the Role:

We are seeking a highly motivated and experienced Associate Director of Customer Onboarding to join our growing team. In this role, you will play a critical part in ensuring our customers have a smooth and successful experience implementing our SaaS software. You will be a trusted advisor and project manager, guiding customers from initial onboarding through to ongoing adoption and value realization. This role requires a unique blend of individual contribution and leadership, as you will both personally lead implementations and build/manage a team of onboarding specialists.

Key Responsibilities:

Individual Contribution:

- Independently manage the complete onboarding lifecycle for a portfolio of customers, serving as the primary point of contact, technical program manager, and project manager.
- Develop and maintain deep expertise in Bidgely&aposs SaaS products, understanding the customer journey, business value propositions, and underlying SaaS architecture.
- Develop and execute comprehensive project plans, ensuring timely completion of key milestones and deliverables while aligning with customer objectives.
- Adhere to industry-leading project management methodologies, meticulously managing schedules and budgets. Proactively identify, assess, and mitigate risks through rigorous risk management tracking and techniques, demonstrating exceptional organizational, communication, and problem-solving skills.
- Manage and produce key project documents, including kickoff decks, customer journey maps, status reports, issue and risk logs, User Acceptance Testing (UAT) plans, training decks, and change orders, ensuring clarity and alignment throughout the project.
- Produce comprehensive technical and product documentation that clearly defines customer requirements and solution designs, working closely with customer IT and engineering development teams to ensure accuracy and completeness.
- Deliver engaging product demonstrations, tailored training sessions, and interactive workshops to equip customers with the knowledge and skills necessary to maximize platform utilization.
- Offer continuous support and guidance to customers, promptly addressing inquiries and resolving issues to ensure a seamless onboarding experience.
- Proactively identify and escalate potential risks or roadblocks, collaborating with internal teams to implement effective solutions and maintain project momentum.
- Actively participate in the development and refinement of onboarding best practices and methodologies, driving continuous improvement and enhancing the overall customer experience.

Team Leadership:

- Act as an escalation point for complex customer issues or challenges on projects being led by other technical program managers, providing guidance and support to team members.
- Build and maintain strong relationships with key customer stakeholders across accounts, establishing trust and credibility.
- Oversee the onboarding process for a larger portfolio of customers, ensuring consistent quality and customer satisfaction. Achieve the highest customer feedback scores as measured by NPS.
- Conduct regular check-ins with customers to assess satisfaction and identify areas for improvement.
- Collaborate with internal teams (e.g., Sales, Product Management, and Engineering) to ensure alignment and effective customer support.
- Depending on Bidgelys growth in the region, you will be poised to build and manage a high-performing team of technical program managers that aligns to the global standard, providing coaching, mentorship, and performance feedback.

Travel:

- Be willing and able to travel up to 50% of the time, both domestically and internationally, to customer sites across Asia and company offices in Bangalore and the US.
- Effectively manage travel logistics and expenses, ensuring adherence to company policies.

About You:

- Customer-centric: You are passionate about delivering exceptional customer experiences and building strong relationships.
- Results-oriented: You are driven to achieve goals and consistently exceed expectations.
- Problem-solver: You are adept at identifying and resolving complex issues, both independently and collaboratively.
- Team player: You thrive in a collaborative environment and enjoy working with others to achieve shared goals.
- Adaptable: You are comfortable working in a fast-paced, dynamic environment and can effectively manage multiple priorities.
- Excellent communicator: You possess strong written and verbal communication skills, with the ability to effectively convey technical information to both technical and non-technical audiences.

What You&aposll Bring:

- 8-15 years of experience in a customer-facing role, with at least 5 years specifically focused on SaaS software implementation and onboarding.
- Proven track record of successfully leading and managing complex software implementation projects for enterprise customers.
- Proven track record of handling critical escalations with senior management within the clients organization; can communicate well with VP and C-level executives
- Experience building and managing high-performing teams, with a demonstrated ability to coach, mentor, and develop talent.
- Strong understanding of SaaS business models and customer lifecycle management.
- Excellent project management skills, with experience using project management tools and methodologies.
- Strong technical aptitude, with the ability to understand and explain complex technical concepts.
- Bachelor&aposs degree in a relevant field (e.g., Computer Science, Business Administration).

Nice to Have:

- Experience in the energy efficiency or utility industry.
- Project Management Professional (PMP) certification.
- Master&aposs degree in a relevant field.

Equal Opportunity Statement:

Bidgely is an equal-opportunity employer. We are serious about and embrace diversity and equal opportunity. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills to build a better future and a better workforce.

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