The energy transition means, fundamentally, a push toward electrification using renewable energy. Renewable energy’s intermittent nature is tamed by energy storage, and not just any storage, but large-scale, long-duration and robust stationary energy storage. That’s where Invinity comes in. We make flow batteries that store energy in a liquid electrolyte containing vanadium. Invinity’s vanadium flow batteries are highly advanced versions of this proven technology.

Invinity is deploying large-scale projects throughout the UK and internationally. We are looking for a Customer Operations Manager who will develop and manage all aspects of our customer facing activities, from contract award and through delivery, commissioning and through-life support activities across multiple concurrent energy-storage projects. This is a foundational role that orchestrates the delivery of systems and customer services to global locations. The Customer Operations Manager will have experience in project, contractual and customer management; and in systems and service delivery across multiple markets and geographies, ideally within both large and small organizations and within utilities or renewable markets.

The Customer Operations Manager will manage all customer interaction related to product delivery, commissioning, and customer support through the decades-long lifecycle of the vanadium flow battery. Working closely with the production planning, commercial and field-service teams, the Customer Operations Manager will own the delivery of contracted products, within budget and to the agreed schedule, that achieve performance metrics and drive exceptional customer support while continually improving our internal processes to further support the adoption and success of Invinity’s energy storage solutions.

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  Lead customer support activities from contract award through to product delivery and through-life support; deliver first-line customer support via phone and email, and escalate internally as required

• Own the successful delivery of contractual requirements within budgets and schedule

• Liaise with internal teams to schedule the delivery of manufactured products, solutions and services that meet contractual commitments

• Schedule installation, commissioning, training and support activities in response to customer requests

• Plan and lead all customer meetings; track action items with relevant internal departments through to completion, and manage customer requests and requirements

• Track and report internally on contractual metrics such as budgets and schedules. Manage customer requests for scope changes and communicate all changes to affected parties

• Own procedures related to product and service delivery, and customer support and satisfaction

• Scope and schedule field work with field teams and provide logistic support as required

• Manage the delivery of subcontracted services, including work scope, subcontractor performance and invoicing

• Deliver performance and operational reports to customers as contractually required

• Develop and maintain trusted relationships with customers and stakeholders

• Hire, lead and grow personnel to take on new challenges and increase departmental effectiveness and scale

• Perform other duties and responsibilities as required

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  Significant experience in customer support in a technical industry, ideally in a global environment

• Experience in project management budgeting and scheduling; and developing and managing product and service-delivery programs, teams and schedules

• Strong understanding of HSE legislation and standards

• Able to produce supporting documentation, procedures, method statements and risk assessments

• Leadership experience with excellent managerial and motivational skills

• Experience in developing customer reports and communications

• Solid technical and process background combined with commercial and contractual competence

• Excellent communication and influencing skills with a polite and tactful personality

• Ability to develop and maintain collaborative relationships with internal teams, direct reports and customers

• High-level analytical skills and the ability to exercise sound judgement and decisiveness with problem solving

• Right to work in the UK, valid and current passport and driving licence

Role is based in Bathgate but remote work is acceptable provided the Bathgate office is accessible on a regular basis. Role may require UK and, possibly, international travel.