Sr Client Success Manager

ENGIE North America Inc.

life insurance, paid time off, 401(k)

United States

Jun 21, 2024

SUMMMARY:

The Sr. Client Success Manager supports strategic client engagements and complex client portfolios by partnering with internal teams and leadership to ensure all contractual obligations are met. This role serves as the primary trusted advisor for ENGIE Impact services. By leveraging data and reporting, the Sr. Client Success Manager provides insight to client contacts and internal teams to proactively support the entirety of each client's portfolio. This position will provide strategic and tactical account support, relationship ownership. and function as the escalation point for bill payment, reporting, and ENGIE Impact service related requests.

PRIMARY FUNCTIONS AND ESSENTIAL RESPONSIBILITIES:

Exhibits a complete understanding of ENGIE Impact's product and services, able to support clients with complex operational needs, and offer solutions and critical thinking to multifaceted challenges.
Responsible for the retention of large to very large strategic national multi-site firms with energy or sustainability program spend and revenue potential for ENGIE Impact services and solutions.
Develop cross functional strategy for account retention for a broad solution set, utilizing product and industry knowledge to deliver the value proposition to customers.
Establish, develop, and maintain strong relationships with key points of contact within the client organization to drive high client satisfaction and retention.
Partner with the Growth Manager to help develop the strategic plan for the client. Work in partnership with Growth Manager to grow and expand portfolio of services within client accounts.
Manage and execute high level reporting and datapoints to support delivery of service and client facing communication.
Serve as subject matter expert for ENGIE Impact's services to internal teams on the client's organizational goals, aligning an effective balance between the success of ENIGE Impact and the success of the client.
Develop and Lead regular Client Performance Reporting.
Lead conversations regarding optimization opportunities, keeping client informed of new processes, enhancements and future developments.
Lead and develop client Strategic Partnership Reviews, partnering with internal teams to gain and deliver valuable insight to clients to relay the value of ENGIE Impact's services to support satisfaction and retention.
Act as an escalation point and coordinate efforts to solve complex client needs. Lead issue triage and resolution cross functionally; ensure timely diagnosis of root cause and document all issues through to resolution.
Engage ENGIE Impact leadership teams as needed related to potential risk to client relationships, business and revenue.
Interact regularly with the operations teams to address ad hoc questions/issues, maintain client operating plan,ensure quality control processes are followed, maintain schedule of deliverables, and assess level of engagement between ENGIE Impact and the client.
Leverage cross functional teams to achieve service goals and position the client for growth opportunities.
Work with ENGIE Impact delivery teams to provide the client with proactive insights, relevant to their business needs, goals and strategic initiatives.
Manage the client experience with all offerings at ENGIE Impact, partnering with internal departments when needed to solution.
Responsible for independently defining and managing necessary projects to meet client or internal needs. Define project objectives, success criteria, scope, resources and deliverables in collaboration with Client.
Support the client engagement during onboarding and the implementation of new services, providing clear vision for client goals and assistance as necessary with consistent client engagement.
Lead and coordinate ISC meetings.
Maintain accurate and current information in Salesforce.
Create and maintain Risk Mitigation Plans.
Maintain industry knowledge through participation in relevant events, training programs and consistent market research/engagement.
Serve as a mentor and support resource for larger Client Success team.

Education/Certification/Knowledge:

Requires a high school diploma or equivalent

BA degree or equivalent experience preferred

Experience:

More than 3 years account management experience managing complex portfolios

Skills/Abilities:

Demonstrated ability to effectively communicate with all levels of internal and external personnel and adapt to audience
Professional and collaborative interpersonal skills
Strong client management skills. Must be able to generate and present strategic solutions for C-Suite executives and other key buyers/decision makers.
Strong business acumen
Demonstrated ability to establish and maintain effective relationships with existing customers, including issue resolution and escalation.
Must be able to effectively problem solve with little guidance
Demonstrated ability to show forward thinking and innovation
Must have strong computer skills, including MS Office Suite and Internet
Anticipate the needs of clients
Ability to represent the company professionally both in person and through communication
Ability to learn ENGIE Impact's full suite of services within six months.
Demonstrated polished presentation skills
Ability to manage multiple priorities and activities for clients
Team player, detail oriented, dependable and adaptable
Must be flexible with schedule and available to work extended hours to support team and client goals as needed
Able to review and understand client contracts to ensure services are being met
Must demonstrate effective leadership to teammates
Must be able to adapt to change easily

WORK ENVIRONMENT:

Work schedules are determined by business need and manager discretion; full time employment is considered 40 hours per week
Health & Safety Working Requirements
- Adequate working surface (can fit two monitors, a keyboard, mouse, and docking station)
- Adjustable ergonomic chair
- Proper Lighting
- Heating, air conditioning and ventilation to create a comfortable environment
- Appropriate internet and bandwidth to conduct business
Incumbent may be exposed to frequent noise caused by telephones, office machines, and nearby oral communications among fellow employees
As a global organization, attending meetings and events during early mornings and evenings may be required
Performing duties and attending events during the evening and on the weekend occurs occasionally and may be required
Business travel possible up to 15% of the time

REQUIRED PHYSICAL ACTIVITIES:

Ability to bend, stoop, reach, stand, move from one area of the building to another on a regular basis, sit and use a computer for a long period of time
Manual and physical dexterity needed to operate a computer keyboard and handle paper documents
Adequate hearing and verbal abilities to communicate effectively in person, by telephone, and by video call
Sufficient near vision acuity to read information appearing on computer display screen, in handwritten forms, and printed on paper
Ability to lift and carry a stack of forms and documents weighing up to 15 pounds
The ability to alternate between sitting and standing is present when a worker has the flexibility to choose between sitting or standing as needed when this need cannot be accommodated by scheduled breaks and/or lunch period.
Entering text or data into a computer or other machine by means of a traditional keyboard. Traditional Keyboard refers to a panel of keys used as the primary input device on a computer, typographic machine or 10-Key numeric keypad.
The ability to hear, understand, and distinguish speech and/or other sounds (e.g., machinery alarms, medical codes or alarms) in multiple forms; in person speech; telephone, other remote speech
Clarity of vision at approximately 20 inches or less (i.e., working with small objects or reading small print), including use of computers.

At ENGIE, our goal is to support, promote, and thrive on diversity, equity, and inclusion. We do so for the benefit of our employees, customers, products and services, and community. ENGIE is proud to be an equal opportunity workplace, and we are firmly committed to creating an equitable and inclusive environment for all employees.

We are committed to providing employees with a work environment free of discrimination and harassment. All employment decisions at ENGIE are based on business needs, job requirements, and individual qualifications. ENGIE is committed to providing equal employment opportunities regardless of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship, age, sex or gender (including pregnancy, childbirth, and related medical conditions), gender identity, or gender expression (including transgender status), sexual orientation, marital status, civil union, or domestic partnership status, military service or veteran status, physical or mental disability, protected medical condition, genetic information, or any other legally protected category (referred to as "protected characteristics") as defined by applicable federal, state or local law in the locations where we operate.

The pay range for this role is: $97,000-$146,000.

Pay range is based on several factors and may vary in addition to a full range of medical, financial, and/or other benefits.Final salary and offer will be determined by the applicant's background, experience, skills, internal equity, and alignment with geographical market data. This position is eligible for our comprehensive and competitive benefits package including medical, dental, vision, and basic life insurance. Additional ENGIE benefits include a 401k plan, paid time off and annual bonus. ENGIE complies with all federal, state, and local minimum wage laws.