Description

The Member Relations Manager owns a defined portfolio of PowerOptions members, serving as their primary relationship manager and trusted advisor throughout the customer journey—from onboarding and account planning through renewals and ongoing support. The role focuses on retention, cross-sell, satisfaction, and measurable decarbonization progress for each account. The Member Manager collaborates closely with our cross-functional program teams (Commodity, Alt Fuels (solar and electric transportation), ESA (Energy, Sustainability and Analytics), Marketing, and Operations) to ensure member needs are met with high-quality, scalable solutions.

Key Responsibilities

Responsibilities of the Member Relations Manager position include but are not limited to:

Portfolio Ownership & Member Advocacy

• Serve as the day-to-day point of contact for an assigned portfolio of approximately 80-100 members; act as the voice of the member internally.
• Lead the end-to-end customer journey for assigned accounts: onboarding, discovery, account 
  planning, opportunity development, contracting/renewals, implementation coordination, and post-sale support.
• Conduct regular executive relationship reviews with key stakeholders (including C-level where appropriate) to align strategy, needs, and outcomes.

Account Management & Growth

• Identify and qualify member needs across Commodity Alt Fuels (solar and electric 
  transportation), ESA , Marketing, and Operations); follow up on qualified leads, develop and propose solutions in partnership with subject-matter experts.
• Build and manage a pipeline of cross-sell opportunities; develop proposals and support RFP/RFQ processes alongside internal teams.
• Manage commodity renewal pipeline proactively to avoid gaps in member service and ensure continuity of value.

Process, Forecasting & Reporting

• Maintain accurate records of activities, contacts, opportunities, and forecasts in the CRM; provide weekly pipeline updates.
• Prepare Member-focused reporting for internal/external stakeholders demonstrating program impact, savings, adoption, and decarbonization progress.
• Contribute to the development and refinement of playbooks, documentation, and training materials for consistent member experience.

Collaboration & Program Support

• Coordinate with Commodity, Alt Fuels (solar and electric transportation), ESA , Marketing, and Operations teams to scope, deliver, and support solutions; ensure clear handoffs and communication.
• Support the Director of Member Relations with strategic initiatives including member segmentation, journey mapping, retention planning, and productivity improvements.

Member Onboarding & Education

• Lead onboarding and orientation for new members; educate stakeholders on program mechanics, protections, and member benefits.
• Promote learning resources, dashboards, and tools that empower member decision-making and operational excellence.
• Other duties as assigned.

Requirements

While no candidate will embody all qualifications, the ideal candidate will possess the following: 

• Proven track record of success in closing sales in energy, energy efficiency or renewable energy solutions using a consultative sales approach, and demonstrated ability to uncover member needs that align with PowerOption’s suite of comprehensive solutions
• 3 years’ experience in business development and outside sales and/or account management
• Interest and passion for mission-oriented work
• Demonstrated ability to work independently and take initiative to achieve goals
• Strong customer service skills including personable phone, video and in-person manner with very strong listening, verbal and written communication skills
• Ability to represent PowerOptions with the utmost professionalism and to cultivate fruitful relationships with internal and external stakeholders
• Highly collaborative and team-oriented
• Highly curious nature with ability to understand complex technical details associated with member’s building and transportation facilities and related complex energy issues and solutions
• Demonstrate PowerOptions’ core competencies of: customer-focused orientation, track record of driving results and accountability, and instilling trust from customers and colleagues
• Exceptionally organized and technologically proficient in all aspects of Microsoft Office
• Experience with Customer Relationship Management systems (CRMs) (Salesforce and MCAE preferred)
• Ability to operate collaboratively in a remote working environment across standard tools systems 
  (Office365, Teams, Zoom)

Requires a willingness to work a flexible schedule. Occasional travel within New England required.