Summary
Overview
Work History
Education
Skills
Certification
Publications
Timeline
87
Heather Menzies

Heather Menzies

San Francisco,CA

Summary

Heather Menzies is an accomplished executive with over a decade of experience leading organizations in the clean energy sector. As an advocate for environmental justice and sustainability, Heather has demonstrated expertise in strategic planning, financial management, and fostering inclusive, goal-oriented cultures. With a proven track record of managing multimillion-dollar budgets and building impactful partnerships, Heather excels in representing organizations at the national level and driving forward clean energy initiatives. Passionate about creating transformative change, Heather is dedicated to advancing sustainable solutions and vision through ethical leadership and innovative strategies.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Vice President, Service Delivery

WatchWire
08.2022 - Current
  • Company Overview: WatchWire is a sustainability and energy management software-as-a-service (EMSaaS) provider. Across the globe, WatchWire helps commercial and corporate real estate portfolios, Fortune 500 industrial/manufacturing and big-box retail, government, healthcare, and educational facilities reduce emissions and expenses while simplifying sustainability and carbon reporting.
  • I'm responsible for bringing strategic vision, operational prowess, technical acumen, and innovation by leading Customer Success, Implementation and Technical Support to create measurable, improved outcomes for our company and our customers
  • Ensure that systems, procedures, and methodologies are in place to support outstanding service delivery
  • Analyze third-party as well as internal processes, and create new processes and procedures for service delivery optimization and efficiency
  • Spearhead organizational restructuring initiatives, streamlining operations and reducing overhead costs.
  • Manage financial planning and budgeting processes, ensuring fiscal responsibility and maximizing return on investments.
  • Deliver strong financial performance despite challenging economic conditions by executing prudent risk management strategies throughout all aspects of business operations.
  • Develop new revenue streams by identifying growth opportunities and forging strategic partnerships with key industry players.
  • Build strong relationships with internal teams and stakeholders to enable effective dialogue exchange between Sales, Marketing, and Development Teams to improve product value and UI/UX.

Director, Customer Success & Strategic Sales

NarrativeWave
06.2021 - 07.2022
  • Company Overview: NarrativeWave is the Advanced Analytics & GenAI SaaS platform for Energy & Manufacturing Operators. NarrativeWave enables operators and their engineers to automate manual processes by combining their expertise with their data to create automated outcomes that impact operations. With over 30 use cases and more added by clients regularly, NarrativeWave is trusted by engineering & data science teams at the largest global operators in the Oil & Gas, Wind, Solar, Battery Storage, Geothermal, Water, EVs, and Manufacturing industry segments.
  • Conducted training sessions with multiple user groups, roles, and functions to help users understand the full capabilities of our platform and increase user adoption.
  • Managed the CS team to conduct periodic client health-checks, host quarterly business reviews with an emphasis on strategic efforts, and drive client references and case studies.
  • Assisted in recruiting, hiring and training of team members.
  • Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
  • Managed budgets effectively to ensure optimal use of resources while maintaining financial stability.
  • Increased company revenue by streamlining processes and implementing cost-saving measures.
  • Leveraged professional networks and industry knowledge to strengthen client relationships.
  • Negotiated favorable contracts with vendors for reduced costs and improved service quality.
  • Implemented business strategies, increasing revenue, and effectively targeting new markets.
  • Monitored daily cash discrepancies, inventory shrinkage and drive-off.
  • Reduced operational risks while organizing data to forecast performance trends.

Team Manager, Customer Success

Power Factors
02.2020 - 06.2021
  • Company Overview: Power Factors develops software that accelerates the global energy transition by empowering owners and operators of renewable energy to collaborate, automate critical workflows, and make the best decisions to maximize asset returns.
  • Directly managed CSA & CSM Teams
  • Monitored and tracked performance through CRM (Salesforce) of each Customer account according to key customer success metrics, including user adoption, satisfaction, retention, financial performance, etc.
  • Evaluated employee performance and coached team members, increasing quality of work and employee motivation.
  • Increased client satisfaction with timely project delivery and consistent updates.
  • Spearheaded quality assurance initiatives, resulting in fewer errors and higher client satisfaction.
  • Promoted customer-centric approach, leading to repeat business and referrals.
  • Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
  • Championed process improvements within the department by identifying inefficiencies, proposing solutions, and leading change initiatives.
  • Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.

Customer Success Specialist

Stem, Inc.
12.2018 - 02.2020
  • Company Overview: Stem, Inc. is a global leader in AI-enabled software and services that enable customers to plan, deploy, and operate clean energy assets. Stem, Incs. offers a complete set of solutions that transform how solar and energy storage projects are developed, built, and operated, including an integrated suite of software and edge products, and full lifecycle services from a team of leading energy experts. More than 16,000 global customers rely on Stem to maximize the value of their clean energy projects and portfolios.
  • A successful day in the role looked like dozens of requests solved by email, a deep dive into DCM/Energy Arbitrage/co-optimization to solve complex system issues, load factor analysis, a few performance reports in Excel, a live demo of our software dashboard and a meeting to give the product team some feedback from the front line.
  • Developed comprehensive product knowledge to provide accurate information and effective troubleshooting assistance.
  • Analyzed usage data to identify trends, anticipate challenges, and proactively address potential issues, before they escalated.
  • Provided ongoing training sessions for clients in order to maximize software adoption and utilization.
  • Promoted a positive brand image by consistently delivering exceptional customer service experiences.
  • Boosted customer retention rates through proactive communication and building strong relationships.
  • Helped customers improve results by recommending changes focused on lowering costs, increasing production, or adding new functionality.
  • Delivered detailed reports on account progress/health allowing management to make informed decisions about resource allocation.
  • Wrote detailed technical documentation for company products.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Led quarterly customer service meetings to review performance and set goals for improvement.
  • Fostered positive customer service culture within team, which led to higher customer satisfaction rates.
  • Demonstrated strong organizational and time management skills while managing multiple projects.

Energy Efficiency Account Manager / Customer Success / Project Manager

CLEAResult
02.2017 - 12.2018
  • Company Overview: CLEAResult is the largest provider of energy efficiency, energy transition and energy sustainability services in North America. Our hometown teams collaborate with a diverse network of local partners to deliver world-class technology and personalized services that make it easy for commercial and industrial businesses, governments, utilities, and residential customers to reduce their energy use and greenhouse gas emissions.
  • As the customer's trusted energy advisor, I focused on: recruiting, managing, and executing energy efficiency projects (customized and deemed).
  • Negotiated contract terms with clients, securing favorable agreements for both parties.
  • Cultivated long-term relationships with key stakeholders in assigned accounts, fostering trust and loyalty among clients.
  • Assisted in the development of training materials for new hires, ensuring smooth onboarding process.
  • Fully utilized Energy Insight (PG&E CRM tool) and SCE Supplier Portal (SCE CRM tool) for up-to-date reporting to clients.
  • Continued to grow expertise in energy efficiency programs within California, including: Application qualifications, Policy guidance, Evaluation procedures, Baseline determination/Standard Practice Evaluations, Codes & Standards.
  • Provided comprehensive reporting on account performance, enabling clients to make data-driven decisions about future investments.
  • Developed customized account plans for clients to help them achieve their business goals.
  • Boosted client retention by developing and implementing comprehensive account management strategy.
  • Monitored market trends to advise clients on potential impacts to their business, positioning as trusted advisor.
  • Achieved significant improvements in project quality by establishing rigorous quality control processes.
  • Reduced project costs, negotiating contracts with suppliers and optimizing resource allocation.
  • Reported regularly to managers on project budget, progress, and technical problems.

Energy Efficiency Project Manager / Customer Success

Building Efficiency, Inc.
09.2015 - 02.2017
  • Company Overview: Building Efficiency, Inc. is a residential construction organization, primarily focused on energy efficiency upgrades, partnered with PG&E rebate programs.
  • Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
  • Monitored project progress, identified risks and took corrective action as needed.
  • Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.
  • Effectively managed scope creep by establishing clear boundaries on requested changes while keeping projects aligned with original objectives and budgets.
  • Created accurate budgets based on resource requirements, allowing for optimal allocation of funds across all aspects of the projects.
  • Negotiated and managed third-party contracts related to project deliverables.
  • Managed risk assessments and implemented mitigation strategies to minimize potential issues during project execution.
  • Implemented continuous improvement initiatives to optimize project outcomes while maintaining cost effectiveness.
  • Maintained compliance with industry standards and regulations, conducting regular audits and updates to project practices.
  • Fostered culture of continuous improvement, conducting post-project reviews to identify lessons learned and best practices.
  • Learned and adapted quickly to new technology and software applications.
  • Optimized building systems operations with regular monitoring, data analysis, and adjustments.
  • Collected and organized data, built financial and economic models and developed data visualizations to perform quantitative analyses.
  • Reduced overall energy consumption through the implementation of tailored energy-saving solutions.
  • Participated in local sustainability initiatives to enhance corporate social responsibility efforts related to environmental stewardship.
  • Managed energy audits for improved facility performance and resource optimization.
  • Analyzed historical usage data to identify trends and opportunities for improved energy management practices.
  • Evaluated renewable energy options for clients and provided recommendations on potential investments based on return projections.

Calendar Clerk/Executive Assistant

Manion Gaynor & Manning LLP
12.2013 - 09.2015
  • Company Overview: MG+M is a national litigation firm with deep expertise in a wide range of practice areas, primarily focused on Asbestos litigation.
  • Processed payments for fines and fees, maintained accurate drawers, issued receipts, and updated account balances.
  • Reduced scheduling conflicts and ensured timely execution of tasks through proactive rescheduling and resource allocation adjustments.
  • Maintained high levels of customer satisfaction through diligent scheduling coordination, ensuring all deliverables were met within agreed timeframes.
  • Optimized scheduling processes by implementing efficient software tools and organizational systems.
  • Proactively addressed potential risks within the schedule by conducting thorough analyses and implementing preventive measures where necessary.
  • Recorded and edited minutes of meetings and distributed to appropriate officials or staff members.
  • Streamlined case management processes for improved resolution rates and reduced backlog.
  • Maintained confidentiality of sensitive client information by adhering to strict data protection policies and procedures.
  • Supported attorneys in preparing for trials by organizing case materials and drafting legal documents.
  • Streamlined document review processes, resulting in more accurate and efficient case management.
  • Reduced errors in legal documents by implementing thorough proofreading processes.
  • Assisted in drafting legal documents such as pleadings, motions, and briefs, contributing to successful case resolutions.
  • Increased office productivity with introduction of automated transcription software, speeding up documentation process.
  • Managed complex legal document preparation to ensure compliance with court deadlines, contributing to firm's reputation for reliability.
  • Improved efficiency in legal research and documentation by training new staff on best practices and software tools.

Studio Manager

Bladerunners Hair Studio
08.2007 - 07.2015
  • Oversaw the design and execution of marketing materials for the studio, increasing brand visibility and attracting new clients.
  • Monitored project progress closely, addressing potential issues promptly to minimize delays or cost overruns.
  • Developed loyalty programs that encouraged repeat business from satisfied clients.
  • Oversaw inventory management to ensure adequate stock levels of products and supplies.
  • Negotiated agreements with product vendors, securing competitive pricing and favorable terms for the salon.
  • Created policies and procedures for company and delivered company-wide training to employees.
  • Managed cash flow, business transactions, banking, and accounting processes.
  • Boosted staff productivity with regular training sessions on latest hair trends and techniques.
  • Streamlined salon operations for increased efficiency by implementing new appointment scheduling system.
  • Optimized work shifts, managed staff schedules, and ensured adequate coverage during peak hours to maintain exceptional customer service levels.
  • Resolved customer concerns promptly and efficiently to maintain a strong reputation within the local community.
  • Boosted sales of beauty products by creating attractive displays and offering personalized recommendations based on client needs.
  • Conducted regular meetings with employees to assess progress toward goals and address any areas needing improvement or further development.
  • Upgraded salon equipment and technology, improving service efficiency and client experiences.
  • Oversaw salon renovations, creating more modern and efficient workspace that enhanced service delivery.
  • Coordinated with financial advisors to manage salon budget and finances, ensuring profitability and sustainable growth.

Communications Intern

Turtle Island Restoration Network
11.2013 - 10.2014
  • Edited written materials for consistency, clarity, grammar, and punctuation while adhering to company style guidelines.
  • Increased revenues and supported business goals by developing public relations strategies and campaigns.
  • Assisted with marketing strategy development to increase public awareness and customer engagement.
  • Facilitated effective communication between departments, improving collaboration and team dynamics within the organization.
  • Conducted media relations and responded to media requests for information.
  • Collaborated with internal and external stakeholders to identify key messages and create compelling content for press releases and other materials.
  • Wrote press releases and other materials utilizing SEO practices.
  • Used various social media platforms for media and blogger outreach.
  • Helped with photo and video production and performed visual and sound editing tasks.
  • Streamlined process for media inquiry responses, reducing response time and improving public image.
  • Prepared social media posts and videos with eye for viral content strategies (Twitter, Hootsuite, and Pinterest).
  • Participated in brainstorming sessions for campaign ideation, contributing innovative ideas that aligned with business objectives.
  • Learned and adapted quickly to new technology and software applications.

Education

Bachelor of Arts - Environmental Sustainability And Social Justice

San Francisco State University
San Francisco, CA
05.2011

Skills

  • Performance metrics analysis (OKRs and KPIs)
  • CRM software (Salesforce, HubSpot)
  • Negotiation and persuasion
  • Team leadership (coaching and mentoring)
  • Risk management, P&L
  • Policy and procedure development
  • Data analysis (SCADA, utility invoices, etc)
  • Operations oversight
  • Project management
  • Contract negotiation
  • Client relationship building
  • Partnerships and affiliations
  • Industry best practices

Certification

  • Python Basics
  • Data Analysis Using Excel

Publications

  • 3 Tips to Go From Data Cleansing to Value Realization
  • Managing BESS is complex, but it doesn't have to be - Here's a few tips from our SMEs
  • Webinar: Actionable Automation, The Next Frontier in Asset Management
  • Get to Know NarrativeWave: Heather Menzies
  • Traditional Asset Monitoring vs NarrativeWave

Timeline

Vice President, Service Delivery

WatchWire
08.2022 - Current

Director, Customer Success & Strategic Sales

NarrativeWave
06.2021 - 07.2022

Team Manager, Customer Success

Power Factors
02.2020 - 06.2021

Customer Success Specialist

Stem, Inc.
12.2018 - 02.2020

Energy Efficiency Account Manager / Customer Success / Project Manager

CLEAResult
02.2017 - 12.2018

Energy Efficiency Project Manager / Customer Success

Building Efficiency, Inc.
09.2015 - 02.2017

Calendar Clerk/Executive Assistant

Manion Gaynor & Manning LLP
12.2013 - 09.2015

Communications Intern

Turtle Island Restoration Network
11.2013 - 10.2014

Studio Manager

Bladerunners Hair Studio
08.2007 - 07.2015

Bachelor of Arts - Environmental Sustainability And Social Justice

San Francisco State University

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