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 (30-60 customers). The CSM will play a crucial role in ensuring customer satisfaction, maximizing revenue, and identifying opportunities to expand our service offerings.
Primary duties
Customer Success
- Stakeholder map, build and maintain strong relationships with key customer portfolios, understanding their unique needs and objectives.
- Develop a deep understanding of the customer's business and align with 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 improvement and recommend solutions. Evaluate risk management for customer portfolio to reduce/remove customer dissatisfaction or lost business, and 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 offerings.
- 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
Skills
Essential
Essential
- 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.
Experience
Essential
- Experience using customer relationship management systems and sales technological solutions to deliver in a customer success or sales-based role.
- Experience in promoting value through customer experience.
Desirable
- Proven work experience as a Customer Success Manager or similar role in a similar industry with a demonstratable track record of renewing and cross-selling against targets.
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. In addition, we provide opportunities for volunteering and charity events to help our team fulfil personal objectives and to give back to the community.
United Kingdom
