Senior Manager, Client Success

This role is responsible for leading and motivating team members of the Client Success Department. The Senior Manager coordinates workflow and client assignments to achieve optimum quality and efficiency; coaches team members to improve performance; serves as a client facing point of escalation to resolve issues and mitigate risk; oversees staff administration needs; develop and implement tools and processes for client management.  This position will lead and manage a team aligned to support the unique and individual needs of clients throughout various stages of their engagement with ENGIE Impact.  This position will identify and implement team standards that model a strong client focus with high touch service levels that will successfully support the company’s breadth of services achieving key business objectives, including direct interaction with clients as required.

PRIMARY FUNCTIONS AND ESSENTIAL RESPONSIBILITIES: Leadership/ Financial Accountability/ Client Engagement/ Decision Making/

• Responsible for leading a Client Success team including Client Representatives, Sr. Client Representatives, Client Operations Specialists, Client Success Associates, and Client Success Managers.
• Provides support to direct reports in ensuring teams are meeting necessary deliverables and goals.
• Responsible for the development and monitoring of goals and objectives specific to team performance to ensure a high level of client satisfaction around our service offerings.
• Supports development and maintains comprehensive toolsets for risk management and strategic/proactive client oversight.
• Ensure workflow efficiency to gain optimum quality.  Identify and implement opportunities for process improvements and recommends changes as appropriate. Continually challenges existing procedures to identify efficiency gain opportunities.
• Serve as intermediary to IT, RDM, S&I, Finance, Product Marketing, Sales, Sales Operations and other internal teams as required to ensure client and ENGIE Impact success.
• Ensure team is staffed and resources are allocated appropriately to meet contract deliverables as well as effectively support client needs.
• Regarded as next level escalation point for complex client issues.  Coordinates resolution of client issues with appropriate client stakeholders ensuring applicable business partners are involved.  Ensure highest possible level of service to clients, and personally work with clients who require special assistance, while maintaining company commitments.  Works directly with appropriate leaders or executives within ENGIE Impact for resolution of significantly complex client issues.
• Responsible for the development, implementation and support of operational standard processes to help drive consistency, accuracy and efficiency. 
• Establish and promote leadership qualities that support seamless communication and teamwork within the delivery teams across Impact, in the pursuit of establishing a cohesive culture and in support of delivery excellence.
• Maintain leadership standards that foster teamwork by promoting continuous improvement, soliciting suggestions and new ideas, and encouraging the exchange of information with all employees throughout the company.
• Partners with Human Resources regarding staffing, performance evaluations, staff development, and progressive disciplines. Other responsibilities include but are not limited to timekeeping and leave requests.
• Continuously strive to build employee engagement and motivation for client service and the success of the business.  Recognize and celebrate department and individual accomplishments.  Model a strong client service commitment philosophy.
• Responsible for understanding the breadth of ENGIE Impact’s products and services at the enterprise level
• Performs other duties as assigned.

QUALIFICATIONS AND REQUIREMENTS: Education/ Certifications/ Experience/ Competencies/ Skills/ Abilities/ Other

• Education/ Certifications/ Experience
  • Bachelor's Degree required
  • 5 years account management experience preferred
  • 5 years experience in energy, utility or related field is preferred
  • 5 years plus employee management experience
  • Knowledge of company objectives as well as service deliverables, and in-depth understanding of ENGIE Impact’s full suite of services, including utility/telecom/waste expense and energy management and external client reporting tools are required.
  • May consider a combination of relevant experience with educational and other skills and abilities in lieu of educational requirements
• Competencies/ Skills/ Abilities
  • Ability to work independently within the highest levels of a client organization, including “C” level.
  • Ability to demonstrate an authoritative and consultative