Strategic Customer Success Manager

Zenergi; United Kingdom; Remote; GBP 55,000 - 65,000; Full time

Job summary

A dynamic customer success company in the UK is seeking a Strategic Customer Success Manager. This role entails managing and expanding strategic customer relationships to maximize satisfaction and revenue. The ideal candidate will showcase strong communication skills and a results-oriented mindset, with a passion for delivering customer value. Attractive benefits include a unique rewards scheme and opportunities for community involvement.

Benefits

Flexible benefits scheme

Volunteer opportunities

Charity event participation

Qualifications

• Proven experience in strategic customer management, preferably in energy or utilities.
• Ability to adapt communication style based on audience needs.
• Strong client relationship-building skills required.

Responsibilities

• Manage and grow strategic customer relationships.
• Proactively identify customer satisfaction enhancement opportunities.
• Track and report key performance metrics to clients.

Skills

Communication skills

Customer value delivery

Motivated working style

Results-oriented mindset

Accountability

Data analysis

Job description

Strategic Customer Success Manager

Department: Sales

Employment Type: Permanent - Full Time

Location: Remote

Compensation: £55,000 - £65,000 / year

Description

We're looking for a Strategic Customer Success Manager to join our growing Customer Success team, providing an opportunity to work with a wide range of our largest clients. Reporting to the Customer Success Director, you will be responsible for managing and growing strategic customer relationships. You will play a crucial role in ensuring customer satisfaction, maximizing revenue, and identifying opportunities to expand our service offerings.

Primary duties

Customer management

• Build and maintain strong relationships with key customers, understanding their unique needs and objectives.
• Serve as the primary point of contact, ensuring regular communication and addressing any concerns, liaising with key support and service functions in the Zenergi Group.
• Collaborate with your customers to develop a deep understanding of their businesses and align our solutions to meet their specific requirements.
• Proactively identify opportunities to enhance client satisfaction and deliver exceptional customer service.

Customer growth and retention

• Develop your portfolio strategy taking care to understand your customers’ needs, develop customer growth strategies and execute plans to expand the scope of services offered to existing clients.
• Conduct regular reviews to assess customer satisfaction, identify areas for improvement, and recommend tailored solutions.
• Collaborate with internal teams to develop proposals and presentations for upselling and cross-selling opportunities.
• Monitor industry trends, competitive landscape, and market developments to stay informed about potential growth opportunities.

Strategic planning and analysis

• Analyse customer data, including energy consumption patterns and market trends to identify areas for the optimisation of sustainability and cost-saving opportunities.
• Develop strategic energy management plans aligned with client objectives, government legislation, outlining recommended actions, targets, and timelines.
• Work closely with internal teams, such as technical experts and product owners, to provide comprehensive solutions to clients.
• Track and report key performance metrics, providing regular updates to clients on progress and achievements.

Contract negotiation at renewal

• Collaborate with internal teams to negotiate contract terms and pricing strategy
• Ensure timely contract renewals and proactively address any potential issues or obstacles.
• Conduct contract reviews to assess compliance and identify opportunities for contract expansion or upselling.

Expertise, Skills & Knowledge

Skills

Essential

• Ability to articulate and communicate in writing or verbally, adapting their style to the needs of their audience.
• A deep-rooted passion for delivering value to customers.
• Ability to work in a motivated and energetic manner while collaborating with a broad range of individuals in a fast-paced and ever-evolving environment.
• Ability to work independently and collaboratively in a fast-paced environment.
• Results-orientated mindset with a focus on achieving targets and delivering exceptional customer service.
• Accountability and personal organisation.

Desirable

• Proficient in analysing data and utilising software tools for reporting.

Knowledge

Essential

• Knowledge and understanding of the products and services offered by the Company across all of its organisational units and areas.

Desirable

• In-depth understanding of the energy industry and the role of a Third-Party Intermediary (TPI) in the context of delivering products and services for customers, as well as the regulatory requirements and relevant codes of practice.
• Knowledge of energy management, sustainability/energy consulting, and regulatory compliance.

Experience

Essential

• Proven experience in strategic customer management, or experience working with large complex customers, preferably within the energy or utilities industry.
• Demonstrated ability to build and maintain strong client relationships.
• Experience preparing, sharing and presenting to customers, colleagues and other stakeholders, delivering a compelling and positive narrative to influence desired outcomes.

Perks of the job...

Here at Zenergi, we like to reward our team in numerous ways to show our appreciation for their hard work. From our Zen Points scheme, which allows people to claim points in exchange for shopping vouchers to our annual ‘benefits pot’ that lets our team tailor their extra benefits. In addition, we provide opportunities for volunteering and charity events to help our team fulfil personal objectives and to give back to the community.