Customer Success Manager

• 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.

• 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.

• Proficient in analysing data and utilising software tools for reporting.

• Knowledge and understanding of the products and services offered by the Company across all of its organisational units and areas.

• 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 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.

• 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.

Zenergi