Customer Delivery Manager

About Granular Energy

Granular is a fast-growing climate tech startup developing a platform to help the electricity system transition towards 24/7 clean energy. You can find out more about the 24/7 energy space in this article.

Our SaaS platform provides portfolio management solutions to electricity companies and suppliers, to help them solve the issue of hourly matching between green generation and consumption, at scale.

We are active across Europe and the US and have partnered with Europe’s leading power exchange and grid operators, among others. Following a recent oversubscribed funding round, we are extremely well funded with a long runway.

We are dedicated to fostering diversity and nurturing talent. If you don't possess all the skills listed below 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.

What’s the mission of this role?

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 i) manage the team ii) implement changes (structure, processes) to operationalise our Implementation and Delivery processes and iii) is hands on / can 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

Note: In other companies, the team members could be called a Client Solutions Manager, Technical Account Manager, Delivery or Implementation Lead Manager. Our team members are business experts, able to understand complex environments, and design elegant solutions.

Who we are looking for

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 elevate 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

Essential experiences, competencies & knowledge

• 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.