EnergyElephant

Manager

• Define, document, and continuously refine service delivery workflows, including standard units of work and operating procedures
• Plan and actively manage team capacity and headcount to balance demand across complex, competing priorities
• Own and enforce the one (1) business day SLA for all customer-facing tickets, including real-time queue monitoring and corrective action
• Ensure delivery commitments are predictable and consistently met through disciplined prioritization and execution
• Monitor and report on delivery performance using metrics, dashboards, and operational reviews
• Lead performance management, including goal setting, coaching, feedback, and formal improvement plans
• Create and reinforce a culture of accountability, ownership, and measurable results
• Manage subcontracted service partners, including coordination, performance tracking, and accountability to quality and turnaround standards
• Serve as a primary escalation point for customer delivery issues, leading resolution with clarity and cross-functional alignment
• Drive continuous improvement initiatives, including process analysis and time/motion studies
• Identify and eliminate operational friction to improve throughput, quality, and team sustainability
• Design and implement foundational processes and operating rhythms that enable scalable growth
• Partner cross-functionally with Sales, Product, and Customer Success to align priorities and expectations
• Translate strategy into execution by supporting organizational change and adoption at the team level

Service Delivery Manager

Customer Success Manager

• Resolve audit flags and kickouts quickly and accurately to maintain clean billing data
• Retrieve all missing utility bills from vendors and provide clear, timely status updates to customers
• Run and deliver recurring reports (Missing Bills, Flag Reports, Kickouts, Bill & Batch Spreadsheets) with precise filtering and on-schedule delivery
• Support monthly Bill Pay workflows by ensuring all approved bills are complete and accurate ahead of payment runs
• Participate in customer status meetings, communicating bill activity, data quality issues, and progress updates
• Document processes, updates, and bill statuses thoroughly to ensure transparency and continuity across the team
• Set up new customer onboarding workflows for audits, retrieval, and Bill Pay activities
• Maintain and improve Managed Services documentation within Confluence
• Contribute to process improvement initiatives that streamline audits, kickouts, retrieval, and bill payment workflows
• Support special projects involving customer data cleanup, bulk audit review, or other operational needs

Service Delivery Manager

Managed Services Specialist – Customer Success