Job Summary
The Engagement Manager plays a critical role in partnering with Itron’s most strategic clients to drive engagement, retention, satisfaction, and growth. As part of the Customer Success organization, this high-profile, client-facing position requires strong relationship management, business acumen, technical understanding, and project leadership. You will work directly with customers to understand their needs and align Itron’s AI-powered technology and best practices with their business objectives. This role also involves coordinating cross-functional teams and ensuring a seamless transition from deployment through ongoing operations and expansion. The ideal candidate is action-oriented, results-driven, and skilled in communication, analysis, and problem-solving.
Duties & Responsibilities- Manage a portfolio of enterprise-level customer accounts, fostering long-term relationships that deliver measurable value and ensure timely renewals and revenue growth.
- Navigate complex, matrixed organizations to identify key stakeholders and develop strategic relationships that deepen customer commitment.
- Create and execute Success & Engagement Plans based on customer objectives and priorities, driving adoption and measurable outcomes.
- Lead customer-facing engagements such as Quarterly Business Reviews, best practice workshops, executive briefings, and regular touchpoints.
- Proactively identify and mitigate risks to renewals, long-term relationships, or successful outcomes.
- Serve as the primary point of contact and escalation path for customers, ensuring timely and proactive resolution of issues.
- Monitor customer health and value realization through usage data, satisfaction metrics, and feedback collection.
- Communicate account status and engagement progress to internal stakeholders, ensuring transparency and alignment.
- Advocate for customer needs within cross-functional teams, including Development, Product Management, Professional Services, Sales, Marketing, and Support.
- Conduct regular remote and in-person meetings (US and Canada) to understand business requirements and identify growth opportunities.
- Support development of technical education, marketing, and sales materials for onboarding, engagement, and adoption.
Required Skills & Experience- Bachelor’s degree in a related field or equivalent experience.
- 5+ years of client-facing experience in a services or software vendor role (preferably SaaS).
- Proven success in SaaS engagement, retention, and growth with enterprise-level customers.
- Track record of delivering adoption, renewals, expansion, and business value realization.
- Strong stakeholder management skills and ability to build trust with senior executives.
- Excellent communication and presentation skills for executive-level audiences.
- Demonstrated empathy for customers and a strong sense of urgency in meeting their needs.
- Solid project and engagement management skills (e.g., Microsoft O365, Jira, Confluence).
- Ability to quickly develop product, technology, and industry knowledge; experience with utilities, municipalities, or telecom preferred.
- Willingness to travel for in-person meetings (US and Canada); Eastern Time Zone location preferred.
Preferred Skills & Experience- Ability to translate complex data and analytics into clear, compelling narratives for business audiences.
- Experience with data analytics and visualization tools (e.g., Power BI, SQL).
- Working knowledge of modern data workflows and integrations (e.g., APIs, SFTPs, data pipelines).
- Background in utility or energy sectors is a plus.
- Familiarity with field mobility applications/software is a plus.
Benefits InfoThis position also includes a competitive benefit package including; financial, social, health and wellbeing programs, paid vacation, 401k matching, employee stock purchase program, hybrid work schedule, and more!
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