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. 

ExperienceEssential

• 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.