Director of Client Program Management

Job Overview: The Director of Client Program Management leads and scales client success initiatives as a key member of the leadership team. This role oversees the Client Programs team, ensuring exceptional satisfaction and retention among clients. The ideal candidate has a proven history of shaping client success strategies, mentoring high-performing teams, and driving business growth through strong client relationships and effective program delivery.

• Evaluate resource needs and forecast demand to maintain world-class support for current and future Client programs.
• Provide leadership, guidance, and support to the Client programs team, including managers and other senior-level contributors.
• Partner with internal teams to identify upselling and cross-selling opportunities, ensuring that revenue growth and Client success go hand in hand.
• Lead initiatives that leverage new methods, tools, and processes to improve client satisfaction and program efficiency.
• Collaborate closely with cross-functional partners to optimize Client journeys and ensure seamless program delivery.
• Oversee the design, rollout, and maintenance of comprehensive Client programs to drive high quality and timely delivery of services, Client success and satisfaction, and expanding client relationships.
• Use insights to drive enhancements in Client onboarding, service policies, and product usage while providing data-driven updates to executive leadership.
• Manage departmental budgets, allocate resources effectively, and ensure the team is poised to execute on strategic priorities.
• Conduct regular management business reviews, ensuring alignment on goals, success metrics, and future opportunities.
• Anticipate potential client challenges and implement proactive risk mitigation strategies.
• Build and maintain management-level relationships with key clients, acting as a trusted advisor and escalation point for complex challenges.
• Ensure swift and effective resolution of escalated client issues, reinforcing trust and credibility.
• Set and monitor key performance indicators (KPIs) focused on client satisfaction, retention, and expansion, driving continuous improvement throughout the organization.
• Develop strategies to improve contract renewals, boost net promoter scores, and foster long-term Client loyalty.
• Develop and continually refine the overall strategy for Client Programs, ensuring alignment with organizational goals.
• Establish robust frameworks for capturing Client feedback and monitoring program effectiveness.

• Adept at analyzing data, identifying trends, and implementing programs that drive impactful results.
• Proficiency with software tools, including Microsoft Excel, PowerPoint, Outlook, OneNote, etc, required to complete all tasks and responsibilities effectively.
• Demonstrates functional knowledge and understanding of electric and gas commodity products, RTO and utility programs, renewable and sustainability offerings, behind the meter technology, energy data analytics, vendor capabilities, etc.
• Bachelor’s degree in Business, or a related field
• 8+ years of experience in Client success, program management, or related functions, with at least 3 years in a leadership or manager-level capacity.
• Process driven with meticulous attention to detail.
• Certification in client success or program management (e.g., Certified Client Success Manager, PMP).
• Strong strategic mindset with a demonstrated ability to translate high-level objectives into actionable plans.
• Ability to resolve conflicts, manage complex projects, and lead change across diverse groups.
• Proven ability to build and inspire high-performing teams, fostering a collaborative and goal-oriented environment.
• Exceptional communication and presentation skills, capable of influencing stakeholders at all levels.
• Experience designing and implementing scalable processes that promote positive Client outcomes and loyalty.