Engagement Manager

Electricity grids are undergoing the most significant transformation in a century. The shift to renewables, the proliferation of rooftop solar, batteries and EVs, and the increasing complexity of distribution networks are forcing utilities to operate their grids in fundamentally new ways. Gridsight's vertical SaaS platform uses data, ML and AI to help grid operators modernise their operations and unlock transformational new capabilities. We deliver visibility into the grid edge, faster renewable connections, and real-time orchestration of distributed energy. The opportunity is enormous ($1B+ ARR).

We're embedded with over 50% of Australia's distribution networks, more than 30% in New Zealand, and have 1 of the top 5 utilities in the US as our lighthouse. Airtree led our Series A, we grew ARR 3.4x in the past 6 months, we just closed our Series B led by Insight Partners, and we're on the path to build the first truly generational utility software company. 

We are a team of builders. What unites us is that we’re curious, hungry and obsessed with maximising the impact we can deliver to Gridsight and the energy transition. If that sounds like you, come join us!

The role

Entering into a multi-year technology partnership is a major buying decision for utility executives. These are significant investments, usually with CEO and Board oversight. 

Gridsight’s implementation creates the first impression, validates their investment, and sets the tone for the rest of our relationship. Smooth, successful implementations are increasingly a point of difference for Gridsight - we’ve become renowned for delivering enterprise software on-time, on-budget and with no surprises. These high standards also drive commercial opportunities for expansion and other sales - giving executives confidence to accelerate and deepen their relationship with us, and refer us to their peers. 

As Engagement Manager, you will be accountable for ensuring each implementation is smooth and successful. You will own and coordinate the process from when a customer signs, to the day they go live, and through hypercare into business as usual. We expect to be running 2-4 implementations at any one time, all on different tracks. It doesn't stop at go-live either, a key measure of success in the role will be reducing the time from signature to value realisation for each customer and setting up ‘business as usual’ relationships. 

You blend commercial acumen, technical depth and project management expertise to devise and deliver each plan, the resourcing, identify dependencies and risks, all whilst building the stakeholder relationships with customers’ project team and executives.

Across each implementation you will coordinate a dedicated cross-functional team of Gridsight’s in-house, on-shore SMEs - covering Customer Data, Product, Engineering and Customer Success. You’ll also be the fulcrum between Gridsight and the customer - liaising with their project lead and engaging the SMEs on their side. Your ability to represent the Gridsight product and tech stack helps advise customers and protects our Product Squads from constant disruption. 

This is both an ownership and a coordination role. Utility implementations are complex, with diverse stakeholders on both sides, and multiple work streams running parallel. We have a proven playbook, but each customer and each implementation is different. You are the person who has the big picture front-of-mind, solves for the strategic outcome, and is able to see around corners, mitigate, adapt and problem solve when things wobble. 

This role reports to the Head of Customer ANZ and works closely with the Global Implementation Lead, ANZ’s Commercial and Delivery team, and Gridsight’s Product and Engineering squads.

What you will own

Success of each implementation

• Span across multiple implementations concurrently, coordinating each one in isolation. 
• Own the end-to-end delivery plan for each customer, including scope, milestones, dependencies, resourcing, customer responsibilities and critical path.
• Identify and understand what truly matters for a customer, and ensure we deliver. 
• Maintain a live view of status, forecast go-live and risk across your projects, and communicate effectively internally and to customers
• Manage change when scope, data or timelines move, re-plan, re-baseline and get the decision made.

Coordination across Gridsight

• Manage a cross-functional team of resources, coordinating Customer Data, Product, Engineering and Customer Success.
• Thoughtfully engage SMEs at the right time with a clear ask, clear inputs and a clear definition of done.
• Sequence work across teams so the critical path is protected and specialists are not blocked waiting on each other or on the customer.
• Make ownership explicit where it is ambiguous, and resolve it rather than letting it sit.
• Escalate early, with a recommendation.

The customer relationship through delivery

• Act as the face of Gridsight to the customer and primary point of contact throughout delivery: steering committees, working groups, and executive stakeholder updates to share progress and value. You should be a trusted, safe pair of hands in the eyes of our customer.  
• Set and manage expectations honestly: establish and communicate a clear plan with specificity, asks and deadlines; and foresee and surface potential problems.
• Drive the customer side: engage proactively across formal and informal channels to help them avoid the pitfalls. This means unblocking their internal approvals, managing their stakeholders and holding them to their commitments, without damaging the relationship.
• Run a clean handover to Customer Success at go-live: leverage customer context and relationships to ensure a seamless transition to business as usual.

Build and improve on the process

• Feed every lesson back into subsequent implementations, so we are faster and smoother next time - with improved templates, tooling, processes and communications.
• Identify the recurring friction that should become product, tooling or automation, and make the case for it with evidence from real projects.
• Utilise existing methodology, playbooks and standards and push to improve them where they exist, build them where they don’t.

What you'll bring

• Proven experience running multiple, 7-figure enterprise-grade projects, implementations or integrations end to end with accountability for the outcome.
• Experience coordinating a team of resources, often distributed across Australia. 
• Ability to prioritise, juggle and execute at pace - indexing to what really matters
• Thoughtful, structured relationship management skills that build rapport with customers from project team to senior executives, paired with the emotional intelligence to hold them to their commitments and have difficult conversations
• Technical fluency to learn, understand and represent our platform and stack, and offer credible guidance on data, integrations and system architecture
• Proven ability to excel in ambiguity, within a fast-growing company where we are always building and refining the processes live. 
• Potentially, some energy, utilities or grid domain experience; exposure to utility data platforms; experience in a scaling startup.

What We Offer

• Competitive salary. We hold high expectations, but pay accordingly.
• Meaningful ESOP so you share in the growth of Gridsight.
• $2,500 WFH allowance, $2,500 health and wellness allowance, bi-annual in person working weeks, and lunch is on us when you’re in office.
• Work how you like. Fully remote, hybrid or in office with a fresh, new head office in Sydney and satellite spaces in Melbourne, Brisbane and Hobart.