Customer Success Manager - Energy

SmartestEnergy; Ipswich; Ibrido; GBP 70.000 - 90.000; Tempo pieno

Vantaggi offerti da questo lavoro

Flexible working

Hybrid/Remote options

Descrizione del lavoro

SmartestEnergy is seeking an inspiring and commercially minded Customer Success Manager to lead the Industrial & Commercial (I&C) Customer Success teams across Customer Service, Billing and Change of Tenancy (COT). Reporting to the Head of Customer Success, you will drive performance and shape the end-to-end customer journey.

You will build high-performing teams, champion cost-to-serve initiatives, and foster compliant, reliable service for high-value clients while collaborating with Sales, IT

Competenze

• Experience leading customer service or operational teams in a fast-growing business.
• Strong commercial awareness with history of operational improvements.
• Experience managing complex contracts and billing operations.
• Excellent leadership and stakeholder management skills.

Mansioni

• Lead and inspire operational teams to deliver excellent customer outcomes and meet targets.
• Drive process and system improvements to increase efficiency and reduce costs.
• Champion accurate, timely billing and resolve complex customer issues.
• Collaborate with Sales, Account Management, IT, Finance, Risk to deliver seamless experiences.
• Drive continuous improvement and implement change across teams.
• Support operational strategy and ensure robust compliance.

Conoscenze

Leadership

Commercial awareness

Stakeholder management

Billing operations

Change management

Descrizione del lavoro

We’re looking for an inspiring and commercially minded Customer Success Manager to lead our Industrial & Commercial (I&C) Customer Success teams across Customer Service, Billing and Change of Tenancy (COT).

Reporting to the Head of Customer Success, you’ll play a pivotal role in delivering our business strategy, developing high-performing teams and transforming the end-to-end customer journey. You’ll champion operational excellence, drive down cost to serve and ensure our I&C customers receive an outstanding, compliant and reliable service.

How will I spend my time in this role?

• Lead and inspire: Develop, motivate and empower operational teams to deliver excellent customer outcomes and meet key performance targets;
• Drive transformation: Lead process, system and workflow improvements that increase efficiency, reduce manual intervention and deliver sustainable cost savings;
• Put customers first: Champion accurate, timely billing, minimise risk and resolve complex customer issues, ensuring a right-first-time approach;
• Build strong partnerships: Collaborate with Sales, Account Management, IT, Finance, Risk and other stakeholders to deliver seamless customer experiences and support business growth;
• Embed a culture of continuous improvement: Drive innovation, learning and development, and successfully implement change across teams;
• Deliver commercial results: Contribute to operational strategy, improve financial performance and ensure robust compliance across all activities.

What skills/experience do I need to be successful?

• Proven experience leading customer service or operational teams in a fast-paced, growing business;
• Strong commercial awareness and a track record of delivering operational improvements and managing change;
• Experience managing complex contracts, high-value customers and billing operations;
• Excellent leadership, communication and stakeholder management skills, with the ability to influence at all levels.

What sets us apart?

• Global Impact: With offices in the UK, US, Spain and Australia, and plans for further expansion, you'll be part of a dynamic, globally-minded team, with opportunities to explore new markets and make a difference on a global scale.
• Flexible Working: Embrace the freedom to work from anywhere in the world for up to 30 days a year. We prioritize work-life balance, recognizing that your well-being matters. Find out more here.
• Commitment to Diversity and Inclusion: We celebrate our diverse culture and value individuals irrespective of background, disability, religion, gender identity, sexuality, or ethnicity. Join a team where diversity is not just welcomed but celebrated as a key driver of growth and innovation.

What does hybrid working mean to us?

Hybrid working typically means 2 days in the office location listed on this advert and 3 days working at home each week. Some occasional travel to our other offices may be required.

What happens next?

Once we receive your application, it will be reviewed by a human – no bots here! The average process typically takes around 2-3 weeks, with 2 stages of video interviews using Teams. However, this can vary depending on the role. We may invite you for a face-to-face meeting or require only 1 video interview. If you have any questions or need support, our Recruitment Team is here to assist you.

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