[Hiring] Customer Delivery Manager @Granular Energy

Role Description

This role is a hands-on manager to oversee our Technical Solutions/Customer Delivery team (from a team of 5 and budget already allocated for new hires), at the crossroads between Sales, Customer Success, and Product teams, and in direct interaction with our clients.

At Granular Energy, we build and deliver a first-of-a-kind green portfolio management platform, to energy suppliers and retailers. Once signed, the implementation of a project will be facilitated by a mix of “Customer Success” and “Technical Solutions” teams. Their role is to ensure a smooth delivery of our software to (often large) enterprise clients, from onboarding, integration design, to recurrent client operations. Occasionally, they will also help in pre-sales activities, advising prospects and clients, or relaying the product in client demos.

We’re looking for an experienced individual that will be able to:

• Manage the team
• Implement changes (structure, processes) to operationalise our Implementation and Delivery processes
• Manage some of the accounts (in particular, the complex ones)

The role is strategically important to our activity, and interacts with all parts of our business including our commercial, product and technical activities. It is a great opportunity to make an impact and drive change in the energy industry, but also to learn from different departments at Granular and unlock growth opportunities in several of them!

Responsibilities of this role

• Implement operational and cultural changes, bringing project discipline and rationalisation of delivered use cases
• Implement and improve processes, especially around streamlining customer integration
• Oversee the whole client delivery activity and provide synthetic reporting on the health of ongoing projects to other key managers in the company. Know when to escalate and when to get your hands dirty to unblock a situation
• Manage the team: supervise work, dispatch work and accounts, organise team planning and team rituals, performance management
• Manage some implementation projects for few accounts on their own, with support from the existing team, to support delivery and familiarise themselves with the work
• Analyse systems (ETRMs, billing systems / ERPs, CRM) and dissect data representations in our clients’ environments, with a high level of detail and rigour, to inform integration strategies
• Design robust data/integration pipelines with our SaaS portfolio management software that often require thinking outside the box
• When necessary, take part in the implementation of those integrations (scripting). Important note though: this is not an engineer role
• Relentlessly seek for fixes and improvements to the way our projects are delivered, and engage our customers in resolution/improvement plans until delivered
• Identifying new opportunities to solve pain points for our customers, either through upselling other parts of our platform, or through projects to develop new platform capabilities for our customers (working closely with our commercial and product teams)
• Contributing to product and other cross-functional projects when required

Qualifications

• STEM education
• Experience of SaaS implementation or any role that involves practical experience in figuring out complex business processes from data and analysis such as business analyst, consultants or auditors, ideally in the energy, commodity trading, banking industry or at SaaS vendors
• Experience managing a team: performance assessment, assigning workload, etc.
• Excellent (remote) communication skills, and the ability to interact with a wide variety of internal and external stakeholders
• Strong analytical mindset and problem-solving skills, with acute attention to detail
• Knowledge of a scripting language (preferably Python) / ability to drive LLMs in a controlled way to automate some workflows
• Comfortable in a fast-paced environment, working under tight deadlines, while keeping a high level of quality in your work
• Advanced proficiency with Excel and other office tools such as Powerpoint
• Fluent in English

Bonus points for

• Experience in startup and/or remote environments is a strong plus
• Knowledge of typical systems used in the energy industry (energy retail CRM, ETRM and other front-to-back solutions, accounting software) and typical functions and processes in a utility business (front-office teams and process, middle-office/risk, back-office)

Benefits

• Remote first: WFH or your local co-working space
• Three all-hands gatherings each year: most recently in Rotterdam, Brussels, Paris
• 30 days holiday (plus public holidays)
• Physical & mental health: we offer gym subsidies and access to therapy via Spill
• Equity: share options in a fast-growing company (BSPCE/EMI)
• Make your mark on an early-stage climate product in a high-impact space

DEI Statement

Granular Energy is dedicated to fostering diversity and nurturing talent. If you don't possess all the skills listed above but believe you have the qualities we're seeking, we encourage you to reach out. We value diverse perspectives and are committed to building an inclusive team.

We look for candidates who have a high level of demonstrated comfort with cultural competency. People of colour, people with disabilities, veterans, women, lesbian, gay, bisexual, and transgender people are encouraged to apply. All applicants will be considered without regard to race, colour, national origin, religion, sexual orientation, sex, marital or parental status, disability, gender identity or expression, age, or any other basis prohibited by law.

Location/remote-first

Granular Energy is a remote-first organisation and this role is 100% remote. We hire employees that live in mainland Western & Central-West Europe (e.g. France, Germany, Austria, northern Italy, the Netherlands, Belgium, northern Spain, or mainland UK) so they can get to Paris, Brussels, Amsterdam, or London by train within a reasonable time frame 3 times per year (either night train or half-day ride).

A bit more about our product

Our product currently consists of a portfolio management solution for energy suppliers, retailers, utilities, traders. It helps our clients model their portfolio of supply and demand in a comprehensive way, and manage and optimise the flow and attribution of carbon-free energy within this portfolio. It supports the launch and service of new-generation, more transparent green offers, while helping portfolio managers streamline their operations and risk management.

Our recruitment process

• 20-minute screening call by Magda from the People team
• Initial interview with Technical Solutions team members
• Live case study + technical interview with Technical Solutions team - 90 mins
• Final 30 to 60 minute with C-level