Solution Performance Manager

Job Overview

To ensure established Aclara AMI clients continue to achieve optimal levels of solution performance in line with agreed contractual service levels while driving thought and opportunity provoking, next generation conversations that will allow Aclara and Hubbell to advance upselling of additional product lines.  

This role’s success is measured on abilities to retain established clients under extended performance contracts, as well as identifying and establishing next-level conversations between client and internal peer teams for upsell and pull through revenues.

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A Day In The Life

• Serve as overall and on-going engagement manager of assigned clients ensuring the on-going delivery of Aclara’s full suite of products across all verticals are in accordance with contractual delivery and performance service levels
• Thoroughly understand delivery and performance contracts and provide representation internally and to the customer
• Author, monitor and/or review performance reports that indicate client success regularly communicated to customers in both written and verbal correspondence to share metrics and next steps
• Reaching into client contacts and roles beyond immediate POC, allowing for next-generation consulting and planning of business opportunities. Drive said client discussions into defined pitch strategies by working with the Sales, Solution Architecture and Product Management teams on prospective opportunities
• Track, assess and communicate client goals, business plans, issues, key milestones, timelines, action items, metrics and budgets regularly as prescribed for internal reviews and assessments
• Proactively identify client performance issues and manage escalations across respective departments including Support, Sales/Orders, Product Management, Professional Services, Field Engineering, Training and Software
• Identify, manage, and deliver any project scope changes
• Stay current with Aclara and Hubbell hardware and software releases, product functionalities, and roadmaps

What will help you thrive in this role?

• Bachelor’s degree in Engineering, Computer Science, Business or in liue of, an Associates degree with at least 10 years of industry experience
• 7+ years of directly relevant experience as a Project Manager responsible for the implementation of complex software or hardware applications
• Basic knowledge (working experience a plus) with utility system operations and planning
• Working knowledge of Gas/Water/Electric distribution models, environments and operations
• Able to establish a natural rapport with Utility personnel at various levels within the Utility’s organization
• Demonstrated experience with client-facing activities: sales calls, business development, requirements gathering, project planning, risk assessment and mitigation, and progress meetings
• Demonstrated track record of developing senior level client relationships
• Ability to successfully provide direction and leadership to others as a project lead and/or a technical specialist
• Demonstrated leadership skills, communication, analytical and problem solving skills, short-term and long-term planning skills
• Demonstrated verbal, written, presentation skills, negotiation and strong analytical skills
• Basic understanding of hardware/software R&D cycle
• Willing and able to travel to customer sites or Aclara offices up to 40% of the time

Preferred:

• Utility  industry experience (Gas, Water and/or Electric)
• AMI experience with smart meters, sensors and controls, communication networks, and software solutions
• Big 4 or other major consulting firm experience
• Experience with implementation of grid modernization applications
  • VVO – Volt VAR Optimization
  • CVR – Conservation by Voltage Reduction
  • DVR – Demand reduction by Voltage Reduction
  • FLISR – Fault Location, Isolation and Service Restoration (aka self-healing network)