Position Summary

The Director of Account Leads is responsible for guiding the EMS Account Lead team, who act as the main point of contact for EMS-related client services. This position ensures the team consistently delivers high-quality service, fulfills customer requirements, and executes strategic account initiatives. The Director develops and maintains the processes, systems, and tools that enable Account Leads to operate efficiently, with clear standards and measurable outcomes that support and exceed performance targets. Additionally, this role offers leadership, training, and performance management, while bridging communication between internal departments and the customer experience teams.

SUPERVISORY RESPONSIBILITIES:

• Develop & implement systems and tools for tracking, managing, executing and reporting work
• Direct oversight of the EMS Account Lead Team
• Provide training and professional development for Account Leads
• Conduct annual performance reviews
• Act as liaison between Account Leads and CXM, Implementations, EMS Operations, Sales, and Engineering
• Provide regular updates to the leadership team

DUTIES AND RESPONSIBILITIES:

• Manage daily operations and performance of the Account Lead team
• Define and track KPIs for Account Leads to ensure alignment with customer goals
• Ensure execution of account plans, including ECMs and savings initiatives
• Ensure continuity of service by developing/driving/executing projects and cure plans
• Provide technical guidance and support on BMS platforms
• Troubleshoot and follow up on customer issues and escalations
• Collaborate with CXMs to maintain visibility into account functionality and service delivery
• Support cross-functional initiatives and continuous improvement efforts

REQUIRED SKILLS AND ABILITIES:

• Strong leadership and team management experience
• Deep understanding of operations and customer service best practices
• Excellent communication and problem-solving skills
• Ability to manage multiple priorities and drive accountability
• Familiarity with building management systems (BMS) and energy analytics tools
  
  

EDUCATION AND EXPERIENCE:

• BA or equivalent
  
• Energy industry experience

PHYSICAL REQUIREMENTS:

• Able to lift up to 15 pounds
• Able to sit for extended periods of time

SALARY RANGE:  $115K-$130K/year