Arcadia - Manager - Revenue Operations (7-10 yrs)

- Arcadia is the technology company empowering energy innovators and consumers to fight the climate crisis.

- Our software and APIs are revolutionizing an industry held back by outdated systems and institutions by creating unprecedented access to the data and clean energy needed to make a decarbonized energy grid possible.

- In 2014, Arcadia set out on its mission to break the fossil fuel monopoly and since then we have been knocking down the institutional barriers to unlock decarbonization.

- To date, we have connected hundreds of thousands of consumers and small businesses with high-quality clean energy options.

- Fast forward to today, and now, we're thinking even bigger.

- We have launched Arcadia Platform, an industry-defining SaaS platform that empowers developers and energy innovators to deliver their own custom, personalized energy experiences, accelerating the transformation of the industry from an analog energy system into a digitized information network.

- Tackling one of the world's biggest challenges requires out-of-the-box thinking & diverse perspectives.

- We're building a team of individuals from different backgrounds, industries, & educational experiences.

Roles & Responsibilities:

- Problem Solver:Grasp concepts and workflows, come up with a basic implementation plan and set up dashboard views (Jira/Excel/R/Tableau) to track the assigned work to completion in a time bound manner

- Risk Identification:Analyse the Pro-s and Cons of existing workflows, make data driven decisions for prioritization and execution.

- Process:Identify the top 3 major blockers for the team (Pareto), enable the team to solve the problem through upskilling, Goal setting and achieving the same

- Product:Identify major tech glitches in workflow, using QC tools to identify team's output, give insights to Product team to enable quicker, easier deliveries in Onboarding

- People: Understand Team's capabilities, provide regular constructive feedback via 1:1s, setting KRAs and nurture them to step into new responsibilities; work with peers in other teams to setup processes across departments and workflows.

- Constantly build and groom leadership in the team.

- Stakeholder Management: Identify the stakeholders on any engagement, activity and drive resolution with the required support and consensus of the stakeholders.

- Ability to influence the decision with data, reasoning is important.

- Strong negotiation skills, assertiveness and decision making skills go handy with the stakeholder management skills.

- Leadership: Represent Arcadia in Customer/Atlanta Leadership calls, understand the customer pain points and bridge them using workflow modifications and Change management capabilities; Work with Directors, Be in-tune with the direction of company's growth, ready to explore new domains and challenges.

- Reporting:Ensure KPIs are published and reviewed on a daily, weekly, monthly basis and perform analysis on any behaviours / processes that could impact on data integrity; Improve and drive metrics from X to Y in a planned manner

What You'll Do:

- Lead best practices for project management including planning, executing, monitoring, and closure of projects

- Manage a portfolio of customer accounts ranging from enterprise to small scale engagements

- Identify capacity requirements to support monitoring SLAs within customer contracts

- Collaborate with account management team for renewal, expansion and churn prevention activities

- Provide feedback to product management team by identifying key product changes to improve efficiencies and overall customer experience

- Ensure adherence to existing processes & setting up appropriate dip sticks

- Facilitate root cause analysis for incident reports and identify continuous improvement opportunities in areas of people, tools, and/or process changes

- Coordinate with teams (directly reporting and others) to ensure data deliveries are on schedule, meeting quality standards, and SLA-compliant

- Develop, maintain, & improve processes surrounding customer acceptance of Arcadia data delivered

- Create/update internal & external documentation to help support all customer processes

What We're Looking For:

- Degree graduates in BE/B. Tech, MBA, certification in PMP would be preferred

- Background in SaaS company / FinTech / IT services

- 7 years of professional service with at least 1-2 years as a Manager and 2-3 years as a Team Lead on papers, solution implementation and/or technical support experience

- Data Proficiency: Handling utility data; Microsoft Office Suite, Software exposure such as JIRA, Tableau, R, SQL and Power BI

- Strong knowledge in RCA, KRA and Benchmarking

- Experience in customer account/relationship management, Escalation handling, good communication and articulation skills

- Experience managing large scale projects, ability to adapt to changing work environments and priorities

- Very strong goal orientation, work ethic and sense of personal accountability