Position Summary
The Client Success Manager (CSM) II is responsible for managing Utility and Energy Service Company accounts, maintaining long term relationships while delivering sales and profitability targets. The Client Success Manager II is responsible for protecting the company’s share position, identifying opportunities for sales and margin growth, and providing guidance to leadership and other internal functions to help align company resources in a way that creates value for the company and its strategic accounts.
The Client Success Manager II falls into the Client Success Manager family of roles which also contain Client Success Manager I and III.
The Client Success Manager family supports the company’s e-commerce, education, and transactional business channels.
ESSENTIAL DUTIES AND RESPONSIBILITIES
This list of duties and responsibilities is not all-inclusive and may be expanded to include other duties and responsibilities, as management may deem necessary from time to time.
Owns or assists utility client facing relationship (eCommerce, Products & Incentives) for assigned Accounts measured by KPIs and/or program goals.
Working with Operational Support, assists w/ internal project plans to drive client success.
Understands and follows SLA set for client.
Leads weekly/month check ins with clients.
Meet client program goals including financial targets and milestones for the program.
Responsible for forecasting products and Operating Plan labor hours that tie to client goals and SOW commitments.
Become the liaison with cross-functional internal teams (including Operations, Customer Service, Marketing, IT and Finance departments) to improve the entire customer experience.
Establish and strengthen customer relationship; be seen as a trusted advisor.
Drive Quarterly Business Review meetings with Clients to ensure successful relationship, identify problems, and drive new business opportunities.
Demonstrate a thorough understanding of customer needs and requirements; and appropriately position company’s value proposition with viable solutions to meet your customer’s needs.
Identify, investigate, track trends, and implement solutions, including the customer’s unmet needs.
Work with channel lead, Sales, Business Development, and other leaders create responses to program quote requests, RFPs, and statements-of-work. CSM II’s are expected to have the skills to be an active participant in the creation of these and similar documents.
Ensure the timely and successful delivery of our solutions according to customer needs and objectives.
Resolve any issues and problems faced by customers and deal with complaints in a timely manner to maintain trust.
Understand and align to the market drivers and strategy of key clients, while also providing feedback to the management team that will help inform the company's strategies for growth, with a focus on growing and developing existing client business.
Establish meeting schedules with the client and internal stakeholders for (quarterly or periodic) review and reporting.
Assisting with challenging customers’ requests or issues escalations as needed
The CSM II role is expected to mentor CSM I and newer CSM II colleagues to support those staff members’ knowledge of the program and/or channel workflows and general client management skills.
Position Requirements
Education and Experience
Bachelor’s degree or equivalent work experience
5-7 years’ related experience required, such as Account, Client Success, or Program Management and working directly with clients.
Previous experience preferred in building relationships and expanding growth through sales within the utility/energy industry, or complex matrix organizational clients, demonstrating effectiveness in penetrating higher levels (manager & director) of key influencers. Ideally candidate comes with experience in the energy efficiency sector.
Has experience driving toward an internal sales goal which variable compensation is tied to.
Has…