EP&R Account Manager

Itron's Suite Of Emergency Preparedness & Response (EP&R) Products

Itron is innovating new ways for utilities and cities to manage energy and water. We create a more resourceful world to protect essential resources for today and tomorrow. Join us.

At Itron Resiliency Solutions

Our mission is to help build a world that is safer, more resilient, and better prepared for threats to electric infrastructure. Our work supports emergency response efforts that can protect communities and save lives.

Duties And Responsibilities

As an EP&R Account Manager supporting contractor organizations, you will serve as a primary point of contact for contractors using Itron's EP&R platforms to support utility customers during emergency operations. You will combine a customer-centric mindset with strong technical curiosity to help users adopt best practices, build confidence in the platform, and deliver reliable outcomes during restoration events.

Account Ownership & Customer Success

• Build and maintain authentic, trust-based relationships with contractor accounts, proactively understanding their operational goals, constraints, and workflows.
• Serve as a consistent, accountable point of contact, ensuring clear communication, timely follow-through, and a positive customer experience.
• Partner collaboratively with internal teams (e.g., implementation, product, support, and operations) to resolve issues and improve customer outcomes.
• Maintain accurate account health signals, adoption insights, and action plans to support continuous improvement and renewal readiness.

Onboarding, Training & Enablement

• Become a subject matter expert in Storm Manager, including core workflows, user roles, data visibility, and storm-response best practices.
• Own onboarding and training for contractor users, tailoring enablement to each account's needs and learning styles to drive adoption and value realization.
• Provide innovative and practical recommendations for use cases, configuration approaches, and operational best practices aligned to contractor and utility requirements.
• Create, refine, and maintain training resources (guides, job aids, walkthroughs, release highlights) so users can learn efficiently and perform confidently.

Implementation & Operational Readiness

• Support implementations and expansions by preparing contractors for new workflows, features, or changes—ensuring an agile approach to evolving requirements.
• Troubleshoot user challenges, triage issues, and coordinate with internal teams to drive resolution while keeping customers informed.
• Identify patterns in questions, feature requests, or friction points; share structured feedback to improve product usability, training content, and service delivery.

Storm Role (Event Support)

• Participate in scheduled storm coverage shifts as needed, which may include nights, weekends, and holidays.
• Provide real-time user support to help ensure utilities and contractor partners have the information they need to manage restoration operations effectively.
• Think critically during and after events, documenting learnings and recommending process improvements to strengthen our response playbooks.
• Lead or support after-action reviews with contractor accounts to help optimize future usage of Storm Manager and overall storm readiness.

Required Skills & Experience

• Minimum 3 years of professional experience in customer support, account support, customer success, or account management roles.
• Demonstrated ability to build and sustain mutually beneficial relationships across diverse stakeholders and communication styles.
• Strong facilitation and communication skills, including the ability to explain concepts clearly to both technical and non-technical audiences.
• Proven ability to learn new software quickly, adapt to changing priorities, and remain calm and solutions-focused under pressure.
• Strong analytical and critical-thinking skills; able to identify root causes, anticipate needs, and recommend practical improvements.
• High degree of independence and ownership; a self-starter who follows through and consistently delivers on commitments.
• Willingness and ability to participate in storm-event coverage shifts during active events, as business needs require.

Preferred Skills & Experience

• Bachelor's degree in business, communications, information systems, or a related field (or equivalent practical experience).
• Experience in a technology company and/or with SaaS platforms, especially in customer enablement, adoption, or support.
• Experience delivering training (live, virtual, or asynchronous), developing learning materials, or leading enablement sessions.
• Familiarity with utility operations, emergency management, incident response, restoration workflows, or contractor mobilization models.
• Experience working cross-functionally with product, engineering, implementation, and support teams to improve customer outcomes.
• Comfort working with process documentation, knowledge bases, and continuous improvement practices.

Benefits Info

This position also includes a competitive benefit package including; financial, social, health and wellbeing programs, paid vacation, 401k matching, employee stock purchase program, hybrid work schedule, and more!

Itron is committed to building an inclusive and diverse workforce and providing an authentic workplace experience for all employees. If you are excited about this role but your past experiences don't perfectly align with every requirement, we encourage you to apply anyway. The successful candidate's starting wage will be determined based on permissible, non-discriminatory factors such as skills and experience. Itron is proud to be an Equal Opportunity Employer. If you require an accommodation to apply, please contact a recruiting representative at View phone number on click.appcast.io or email View email address on click.appcast.io.

Itron is transforming how the world manages energy, water and city services. Our trusted intelligent infrastructure solutions help utilities and cities improve efficiency, build resilience and deliver safe, reliable and affordable service. With edge intelligence, we connect people, data insights and devices so communities can better manage the essential resources they rely on to live. Join us as we create a more resourceful world: