Program Consultant

Job Title: Program Consultant

Reports To: Director of Sampling & Distribution

FLSA: Exempt

About us:

120Water is a mission-driven SaaS company helping government agencies and utilities protect public health and give communities confidence in their water. Our platform unifies water data in one place, enabling customers to easily manage compliance and streamline everything from sampling to community communication and public transparency.

We power critical initiatives like lead service line inventories, water quality and asset compliance, giving those responsible for water safety the tools they need to operate with clarity, precision, and speed.

At 120Water, we believe water is one of the world’s most important resources, and the work we do directly impacts communities across the country. We’re building a team of people who care deeply about solving complex problems, collaborating across disciplines, and using technology to drive meaningful impact.

A winning candidate will demonstrate 120Water core values:

• People First

We have empathy for operators, appreciation for regulators, and a priority to serve public health. We treat all with respect, and communicate with clarity, candor and kindness.

• Mission Guided

We are committed to delivering pragmatic software solutions that enable us to have an impact at scale. We move with purpose and priority in order to accelerate the mission.

• Outcome Driven

We bring a team-first approach to deliver on our commitments to our customers. We strengthen our trusted-advisor status by doing what we say we’ll do.

ROLE OVERVIEW

The Program Consultant is the primary point of contact for a portfolio of water quality clients and serves as the delivery quarterback across all S&D programs. From implementation through final reporting, the PC owns the overall program strategy, client relationship, and key decision-making. PCs guide clients through every stage of their 120Water Sampling or Distribution Program journey, from kickoff and go-live through ongoing operations, evaluations, and renewals.

Beyond project management, PCs act as true consultants, proactively identifying opportunities to improve program performance, educating clients on how to grow their programs, and ensuring clients are maximizing the value of 120Water's solutions. PCs collaborate closely with APCs by delegating execution tasks through the ticketing pipeline, and partner with AE/AMs and CSMs on renewals, upsells, and client health.

OUR VALUES IN THIS ROLE

PEOPLE FIRST

You are the face of 120Water for your clients. Empathy, clarity, and respect are the foundation of every client relationship you build.

MISSION GUIDED

Every program you manage serves a community's access to safe water. You move with purpose because the work matters.

OUTCOME DRIVEN

You are a trusted advisor. Clients count on you to follow through, speak honestly, and deliver results.

CORE RESPONSIBILITIES

Client Relationship & Strategy

• Serve as the primary day-to-day contact for a portfolio of clients; build trusted, long-term relationships that position 120Water as an essential partner

• Lead Client Kickoff (CKO) and Program Model Blueprint (PMB) meetings; set expectations, establish timelines, and align on program goals

• Proactively consult with clients to identify opportunities for program improvement, expanded services, and stronger community outcomes

• Make tactical adjustments to programs when client goals, milestones, or timelines are at risk, without waiting to be asked

• Know client satisfaction levels at all times; escalate risks and celebrate wins with the broader team

Program Implementation & Delivery

• Own program implementation from contract close through go-live, ensuring all provisioning, setup, and preparation is completed on schedule

• Follow S&D program playbooks to guide clients through all required implementation and delivery milestones

• Monitor program health throughout the contract, including participation rates, return rates, SLA performance, data integrity, and kit utilization

• Prepare and deliver periodic program progress reports; conduct mid-year performance evaluations and quarterly program reviews

• Manage the ticket pipeline; generate and delegate tasks to APCs with clear scope, expectations, and deadlines

Regulatory & State Agency Relationships

• Develop and maintain relationships with state primacy agencies; stay current on reporting requirements across multiple states

• Coordinate with clients and labs to ensure timely state and primacy reporting submissions

• Validate sampling regulation and protocol compliance; confirm result receipts and support day-to-day regulatory questions from clients

Cross-functional Collaboration

• Partner with AE/AMs and CSMs on client renewals and upsells; assist in securing expansions and flagging at-risk accounts

• Collaborate with Engineering, Product, Marketing, and Support teams to resolve client issues and surface product feedback

• For Sampling Lite clients, serve as the sole delivery representative in partnership with the AE/AM

QUALIFICATIONS

• Bachelor's degree in a relevant field such as environmental science, public health, business, or technology, or equivalent work experience

• 3–5 years of experience in client-facing program management, account management, or professional services

• Demonstrated ability to manage a portfolio of clients or projects simultaneously with competing priorities

• Strong consultative communication skills, able to translate complex program data into clear recommendations for clients

• Experience developing and maintaining relationships with external stakeholders, including regulatory or government agencies

• Familiarity with water quality regulations, lead and copper compliance, or environmental monitoring programs preferred

• Proficiency with CRM and project management tools; comfortable working across multiple internal platforms

• Proven ability to delegate effectively and hold others accountable to deadlines and standards

WHAT SUCCESS LOOKS LIKE

The following describes what strong performance looks like in this role, covering both observable behaviors and measurable outcomes.

Qualitative Indicators

• Clients describe the PC as a trusted advisor, not just a service contact

• No client surprises: risks are identified and addressed before they escalate

• APCs have clear direction and rarely need to chase the PC for context or approvals

• Proactive recommendations are made to clients before they ask

• Client health is actively monitored and communicated to AE/AMs ahead of renewal windows, with no surprises at renewal time

Performance Indicators

• Program goals and milestones are clearly established in the Program Model Blueprint and carried into Accountability Plans, with accountability applied consistently across the PC, APC, and client throughout the program lifecycle

• Mid-year performance reviews and evaluations completed on schedule for all applicable clients

• State and primacy reporting submitted on time across all applicable programs

• Client touchpoints, program activity, and task delegation are logged consistently across internal tools, providing full visibility to the Director, AE/AMs, and cross-functional partners at any point in the program lifecycle