Customer Success Manager

Department: Sales

Employment Type: Permanent

Location: Remote

Reporting To: Customer Success & Retention Director

Description

Please Note: while we are advertising these roles as remote, there will be an expectation that this person will be prepared to travel to customer sites on average once per week and able to travel to one of our offices for team togethers once per month.

The Customer Success Manager is responsible for nurturing and growing relationships with key stakeholders within a dedicated portfolio of customers. The CSM is responsible for defining and delivering the success plan, part of which is to identify the customers’ needs and to introduce Zenergi products and services.

The CSM drives the highest ROI possible for our products and services to our medium value-based customers. The CSM will play a crucial role in ensuring customer satisfaction, maximizing revenue, and identifying opportunities to expand our service offerings.

Primary duties

• Stakeholder map, build and maintain strong relationships with key customer portfolio, understanding their unique needs and objectives.
• Develop a deep understanding of the customers business and align our solutions to meet their specific requirements. Design and deliver proposals and presentations for upselling and cross-selling opportunities.
• Establish clear renewal goals to ensure the customer portfolio stays with Zenergi at renewal periods. Collaborate with internal teams to negotiate contract terms and pricing strategy.
• Be a Zenergi product and industry ambassador, keen on educating prospects and customers on the capabilities of new/upcoming products and services.
• Conduct customer satisfaction audits to identify areas of improvements and recommend solutions. Evaluate risk management for customer portfolio to reduce/remove customer dissatisfaction or lost business, quickly address issues to mitigate risk.
• Act as the 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.
• Analyse customer data, including energy consumption patterns and market trends to identify areas for the optimisation of sustainability and cost-saving opportunities.
• Track and report key performance metrics, providing regular updates to customer portfolio on progress and achievements.

Expertise, Skills & Knowledge

• Proven work experience as a Customer Success Manager or similar role in similar industry with a demonstrable track record of renewing and cross-selling against targets.
• Experience of promoting value through customer experience.
• Proficiency in analysing data and utilising software tools for reporting.
• Exceptional ability to communicate and foster positive business relationships.
• Ability to work independently and collaboratively in a fast-paced environment.
• Results-oriented mindset with a focus on achieving targets and delivering exceptional customer service.
• Accountability and personal organisation are essential.

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.

Please click this link for more detail on our benefits package: https://careers.zenergi.co.uk/benefits-and-perks/

Zenergi is proud to be an equal opportunities employer and is committed to meeting responsibilities under the Equality Act (2010). We believe that diversity, equality and inclusion are crucial components of a successful and thriving workplace. We are committed to ensuring that our recruitment process is fair, transparent and free from bias. We understand that individuals may require adjustments to be made at any stage in the recruitment process, please do let us know if you have any requirements.

If you would like more information regarding this role before applying, please feel free to reach out to us via LinkedIn or via email – shane.tanner@zenergi.co.uk