Head of Customer Success

Department: Sales

Employment Type: Permanent - Full Time

Location: Remote

Description

 About us: 
Zenergi is an energy and environmental consultancy aiming to make a positive difference in the world of energy in a manner that is simple, sustainable and achievable. We’re an energy consultancy with a difference. The Zen Way is our approach to operating successfully and that sense of pride in our mission that everyone feels great to be part of. Every member of the team is crucial, and we strongly believe in supporting them to become the best they can during their Zenergi journey. We are committed to providing a positive environment where people can grow and develop both professionally and personally. We take our time to invest in good people who can play their part in helping us achieve our goals. We’re proud to have launched our social value strategy, Powering a Sustainable Future, an ambitious plan that confirms the group’s numerous commitments to helping reduce our impact on the planet and tackling some of the largest challenges facing humanity. Zenergi’s long-term ambition for the future of energy is to help customers reach their vision of energy freedom, and to invest in building a future that supports those organisations through the transition to net zero. From gas, electricity, and water procurement to bill validation, compliance, energy-efficiency projects, and renewable generation, we are here to help support your organisation’s journey towards better, brighter, and more sustainable energy. 

About the Customer Success Team: 
Customer Success here at Zenergi is driven to build close relationships with various stakeholders within our customer base, often including C-suite, Finance and Estates colleagues. The primary focus is to always have a proactive, structured and yet tailored way of maintaining the health of our accounts, based on a sound knowledge of a customer’s requirements, objectives and their future landscape. The teams’ primary objectives are to help improve customer satisfaction, ensure customers renew and to expand their lifetime value through aligning our plethora of products and services, helping them to meet their energy and sustainability goals. It’s an exciting time as the team scale up to develop the customer journey amongst a larger customer base as we expand into three tiers of Customer Success managers (currently two). 

Key Responsibilities

 Your new role: 
The Head of Customer Success will play a pivotal role in the business. They will be responsible for developing and executing a comprehensive customer success strategy to maximize retention, and lifetime value ultimately contributing to the company's success and growth. The successful candidate will be a strong and experienced sales leader whilst also having the ability to support with customers at all levels, delivering impactful results as a point of escalation/ support to the team. You will bring high levels of motivation, excellent interpersonal skills and a well organised & deliberate rhythm to the team & customer as you execute your strategy. 

 Key responsibilities include: 
• To drive up our retention rates: monitoring, analysing and forecasting the team performance up to 24 months ahead of contract end dates to ensure that your strategy always has a clear focus on the future. 
To hit upsell-cross saletargets: To be accountable for the data held within the pipeline of opportunities and to ensure it’s totally reliable from a financial forecasting as well as sales perspective, whilst helping to support with deal closure, challenging the status quo and being creative to help the team move a deal forwards. The role will also have a strong focus on supporting the team to develop more opportunities maintaining a strategic view on the products and services that could be suitable and align to Zenergi’s ethos and capabilities. 
• To Develop the team: You will be responsible for developing the talent of our customer success team through coaching, undertaking PDP’s, organising internal & external training events. It’s essential that your strategy encapsulates the development of the team to help them stay a step ahead of the competition and for them to feel like they’re continually learning within their roles. 
• To improve our Customer Satisfaction Levels: You will be responsible for customer satisfaction surveys across the business and ensuring that customers receive relevant follow ups and action plans instigated wherever possible. As part of this, you will be the internal voice of the customer with internal teams, including wider Sales team, Marketing, Product, Technical Support, Operations, Finance and Engineering providing customer, industry, and product insights to improve/develop service and product offering. 
• To grow intra- team cohesion