Stem, Inc.

Account Manager

• Shepherd partners through the onboarding/enablement process of new systems
• Develop the technical expertise to internally advocate for performance improvements and new solutions.
• Track performance metrics, assemble client-facing documents and communicate them clearly on a regular cadence
• Support Programs by proactively monitoring portfolio system performance to both meet our contractual obligations with project owners and ensure a successful long-term relationship and development of future opportunities.
• Build and maintain strong, long-lasting relationships with our key project developers and asset owners, by serving as a trusted advisor with key operational stakeholders at all relevant levels of their organization
• Work with greater Stem Operations team to serve as voice for your customers, managing both interests and satisfaction.
• Understand the utility programs & other value streams critical to the success of the portfolios / assets we manage on behalf of our project partners.
• Understand and ensure successful delivery of commercial terms and agreements with project developers and owners by identifying opportunities to improve relationships and value for both parties.
• Serve as the primary point of contact for all inquiries from named partner accounts, by email and phone.
• Identify process or product obstacles to portfolio performance and individual sites/customers; recommend solutions and support their implementation.
• Work with Account Executives to increase solution value, customer satisfaction and create opportunities to expand
• Respond to customer requests as they occur, relating to system performance, billing, software use and more
• Maintain ownership of the partner relationship throughout the customer lifecycle
• Shape the direction of a dynamic and evolving Customer Operations team through process optimization

Account Manager, Customer Success

Operations

• Identify, prioritize, and troubleshoot ESS equipment and operational incidents in accordance with customer business requirements, organizational policies, and operational impact
• Collaborate with Product Development Team to ensure operational sustainability point of view is considered during NPI
• Create KPIs to analyze and discover possible growing issues and opportunities for improvement
• Develop tools and processes to support continuous improvement initiatives
• Create new rules for our data engine, to support strategic root cause corrections
• Provide timely response to all incidents, outages, and performance alerts. Categorize issues for escalation to appropriate technical teams
• Document all actions in accordance with standard company policies and procedures
• Coordinate with field technicians during installation and operational issue resolution
• Work with internal and external technical and service teams to support both temporary and permanent solutions to system issues, and to create and/or update knowledge base articles
• Perform basic systems testing and operational tasks. (Installation of patches, network connectivity testing, script execution, etc.)
• Lead multiple ad hoc technical teams in operational environments with high uptime requirements
• Train and Support Tier 1 team on new Systems, Devices and Projects.

Senior Power Plant Operations Engineer

Data Scientist

• Develop, implement, and deploy machine learning models and statistical analyses to optimize energy storage and solar asset performance across Stem's portfolio
• Design and build data pipelines to extract, transform, and analyze large-scale datasets from energy systems
• Collaborate with software engineering, product management, and energy experts to integrate data-driven solutions into PowerTrack platforms
• Create data visualizations, dashboards, and reports to communicate insights and recommendations to stakeholders
• Conduct exploratory data analysis to identify trends, patterns, and opportunities for improving system performance and business outcomes

Account Manager, Customer Success

Senior Power Plant Operations Engineer

Data Scientist, Forecasting – Energy Storage System Optimization