Director, Customer Engagement

Job not on LinkedIn

🔥 1 minute ago

🌐 United States, Canada – Remote

🇺🇸 United States – Remote 🇨🇦 Canada – Remote

🤠 Texas – Remote

🤠 Texas – Remote

💵 $180k - $240k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

👻 Ghost score 0%

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E Source

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1986

⚡ Energy

💼 Consulting

🤝 B2B

Energy • Consulting • B2B

E Source is a research, data-science, and consulting firm that helps electric, gas, and water utilities make and implement data-driven decisions. The company combines industry-leading research, benchmarking, consulting services, and applied analytics (including machine learning and AI support) to improve customer experience, optimize grid operations, modernize business and field processes, and design and evaluate energy programs. E Source offers solutions across customer operations, DER strategy and measurement, AMI planning and implementation, vegetation/storm/wildfire/reliability intelligence, interconnection studies, data strategy and governance, and workforce and technology transformation. It serves utilities across North America and emphasizes linking strategy to execution for measurable operational and customer outcomes.

📋 Description

• Lead customer experience projects involving strategy development, operational assessments, design thinking, journey mapping, and customer research • Identify strengths and improvement opportunities in utility clients’ customer experiences • Partner with the sales team to scope solutions with clients • Lead client meetings and workshops • Collaborate with the delivery team on project planning and status reporting • Develop practice processes and marketing content, including standard operating procedures, case studies, and white papers • Develop team members through performance coaching, career development, and skill building • Mentor consultants interested in joining the customer practice • Build and maintain trusted relationships with clients and partners • Help utility clients solve complex problems in customer experience, meter-to-cash, and customer operations • Analyze and evaluate customer-operation processes, policies, and technologies • Help clients deliver positive experiences and engaging communications, build customer-centric cultures, and offer effective programs and services

🎯 Requirements

• At least 15 years of consulting or industry experience, including at least 8 years in consulting • Experience leading large customer transformations across people, process, and technology • Expertise in meter-to-cash and customer service operations • Experience working with Customer Information System (CIS) vendors and implementers • Bachelor’s degree in business, marketing, or a related field, or equivalent work experience • Willingness and ability to travel to client sites, currently estimated at about 50% of your time depending on client needs • Demonstrated record of managing major client engagements, developing long-term client relationships, and serving as a trusted senior advisor • Ability to direct multiple project managers, technical specialists, subcontractors, and cross-functional contributors • Strong strategic decision-making in ambiguous environments • Business acumen covering client value, project economics, staffing, risk, and business development • Ability to anticipate problems, identify patterns and root causes, and lead teams toward practical solutions • Clear written and verbal communication with technical and nontechnical audiences • Deep knowledge of the utility or energy industry, including relevant best practices, trends, policies, regulatory contexts, or operational environments • Track record of coaching managers and developing staff, teams, and future leaders • Experience working with or around utilities, energy, consulting, research, or adjacent fields • Experience overseeing a portfolio of projects and contributing to team or practice-level budgeting, forecasting, and resource planning • Applicants must be authorized to work for any employer in the US or Canada • Employment visa or Labour Market Impact Assessment sponsorship is unavailable

🏖️ Benefits

• Excellent insurance options, including medical, dental, and vision plans • Company-paid life insurance • Company-paid long- and short-term disability insurance • Medical and dependent-care flexible spending plans • Paid parental leave • Flexible time off (FTO) policy with paid time away from work • 401(k) plan with a 3% employer match • Annual bonus • Remote work arrangement • Opportunity to grow skills and contribute to meaningful work