Client Program Specialist

Client Program Specialist Job Title: Client Program Specialist Department: Customer Success Location: Santa Clara, CA or Remote (US) Position Summary This role is part of Picarro's Customer Success organization, supporting managed-service programs for gas distribution utilities using Advanced Mobile Leak Detection (AMLD) technology. Picarro helps utilities detect natural gas leaks, quantify emissions, and prioritize repairs through its network intelligence platform. As a Client Program Specialist (CPS), you'll help keep customer programs running day to day. Picarro delivers these programs through a managed-service model, with fieldwork—including driving, leak investigations, and related activities performed by service providers on Picarro's behalf. You'll serve as Picarro's primary operational point of contact for those providers, coordinating schedules, deliverables, reporting, and issue resolution while monitoring program performance through data review and QA/QC. You'll also help develop service providers' analysts so they can gradually take ownership of routine reporting and quality assurance activities as their capabilities grow. This role is well-suited for an early-career analyst who enjoys solving operational problems, working with data, and coordinating across multiple stakeholders. It provides hands-on experience in project management, operations, customer success, and analytics, with a clear path toward broader program management responsibilities as you grow. Key Responsibilities Serve as the service provider’s primary day-to-day point of contact at Picarro, coordinating schedules, deliverables, and issues across a portfolio of concurrent engagements, and ensuring service provider activities meet Picarro’s operating standards. Track program status, risks, and dependencies across active engagements; flag issues and escalate to the Client Program Manager with recommended next steps. Run and maintain reports and dashboards, and perform QA/QC on operational data to ensure accuracy and completeness before customer delivery. Analyze operational and performance data to identify trends and risks, and translate findings into clear updates for the Client Program Manager and customer. Provide first-line software support to internal and customer users of Picarro’s platforms, escalating complex issues to the appropriate team. Communicate with the service provider, customer contacts, and internal teams to keep programs on track, and partner with the Client Program Manager on customer-facing updates and reviews. Maintain accurate program documentation, manuals, and troubleshooting guides, and contribute to workflow and process improvements across engagements. Required Qualifications Bachelor’s degree in business, engineering, analytics, operations, or a related field, plus 2+ years of experience in data analysis, project coordination, or operations (internships, co-ops, or significant academic project work count). Strong analytical skills, with the ability to work confidently in large, complex datasets. Demonstrated attention to detail and clear documentation habits. Proficiency in Microsoft Office, with advanced Excel skills (e.g., pivot tables, formulas, data validation). Strong written and verbal communication skills; comfortable engaging directly with external service providers and customers. Ability to manage multiple, shifting priorities in a fast-paced, deadline-driven environment. Ability to work independently in a remote environment while maintaining accountability and responsiveness. Preferred Qualifications Experience in the natural gas, utility, energy, or infrastructure sectors. Familiarity with advanced mobile leak detection (AMLD), field data collection, or technology deployment programs. Experience with data visualization and reporting tools (e.g., Power BI, Tableau, or similar platforms). Familiarity with GIS software and systems (e.g., ESRI or QGIS). Experience coordinating with external vendors or service provi…