EPR Account Manager

divh2Itrons Suite Of Emergency Preparedness Response (EPR) Products/h2pItron 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./ph2At Itron Resiliency Solutions/h2pOur 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./ph2Duties And Responsibilities/h2pAs an EPR Account Manager supporting contractor organizations, you will serve as a primary point of contact for contractors using Itrons EPR 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./ph2Account Ownership Customer Success/h2ulliBuild and maintain authentic, trust-based relationships with contractor accounts, proactively understanding their operational goals, constraints, and workflows./liliServe as a consistent, accountable point of contact, ensuring clear communication, timely follow-through, and a positive customer experience./liliPartner collaboratively with internal teams (e.g., implementation, product, support, and operations) to resolve issues and improve customer outcomes./liliMaintain accurate account health signals, adoption insights, and action plans to support continuous improvement and renewal readiness./li/ulh2Onboarding, Training Enablement/h2ulliBecome a subject matter expert in Storm Manager, including core workflows, user roles, data visibility, and storm-response best practices./liliOwn onboarding and training for contractor users, tailoring enablement to each accounts needs and learning styles to drive adoption and value realization./liliProvide innovative and practical recommendations for use cases, configuration approaches, and operational best practices aligned to contractor and utility requirements./liliCreate, refine, and maintain training resources (guides, job aids, walkthroughs, release highlights) so users can learn efficiently and perform confidently./li/ulh2Implementation Operational Readiness/h2ulliSupport implementations and expansions by preparing contractors for new workflows, features, or changesensuring an agile approach to evolving requirements./liliTroubleshoot user challenges, triage issues, and coordinate with internal teams to drive resolution while keeping customers informed./liliIdentify patterns in questions, feature requests, or friction points; share structured feedback to improve product usability, training content, and service delivery./li/ulh2Storm Role (Event Support)/h2ulliParticipate in scheduled storm coverage shifts as needed, which may include nights, weekends, and holidays./liliProvide real-time user support to help ensure utilities and contractor partners have the information they need to manage restoration operations effectively./liliThink critically during and after events, documenting learnings and recommending process improvements to strengthen our response playbooks./liliLead or support after-action reviews with contractor accounts to help optimize future usage of Storm Manager and overall storm readiness./li/ulh2Required Skills Experience/h2ulliMinimum 3 years of professional experience in customer support, account support, customer success, or account management roles./liliDemonstrated ability to build and sustain mutually beneficial relationships across diverse stakeholders and communication styles./liliStrong facilitation and communication skills, including the ability to explain concepts clearly to both technical and non-technical audiences./liliProven ability to learn new software quickly, adapt to changing priorities, and remain calm and solutions-focused under pressure./liliStrong analytical and critical-thinking skills; able to identify root causes, anticipate needs, and recommend practical improvements./liliHigh degree of independence and ownership; a self-starter who follows through and consistently delivers on commitments./liliWillingness and ability to participate in storm-event coverage shifts during active events, as business needs require./li/ulh2Preferred Skills Experience/h2ulliBachelors degree in business, communications, information systems, or a related field (or equivalent practical experience)./liliExperience in a technology company and/or with SaaS platforms, especially in customer enablement, adoption, or support./liliExperience delivering training (live, virtual, or asynchronous), developing learning materials, or leading enablement sessions./liliFamiliarity with utility operations, emergency management, incident response, restoration workflows, or contractor mobilization models./liliExperience working cross-functionally with product, engineering, implementation, and support teams to improve customer outcomes./liliComfort working with process documentation, knowledge bases, and continuous improvement practices./li/ulh2Benefits Info/h2pThis 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!/ppItron 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 dont perfectly align with every requirement, we encourage you to apply anyway. The successful candidates 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./ppItron 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: