Enel X is Enel’s global business line dedicated to developing innovative products and digital solutions in sectors in which energy is showing the greatest potential for transformation: cities, homes, industries and electric mobility. Enel X holds the leading position in demand response programs globally, with over 6 GW of demand side response capacity currently managed in the Americas, Europe, Asia and Oceania.
Trust, Responsibility, Innovation and Proactivity are the core values of our organisation. We are always looking for different perspectives, ideas and point of views. Each person is important to us, independently from their gender, age, nationality, ability or any other form of diversity or specificity. We are a people focused Company and we work to empower all our colleagues through development programs and lifelong learning.
We promote work flexibility recognising the importance of wellbeing and work-life balance.
For more information, visit www.enelx.com.
Job Description:
Enel X has an immediate need for a Customer Success Manager. The Role of the Customer Success Manager is pivotal to Enel X and you will own the post-sale customer relationships for Demand Response and Flexibility customers in the UK.
The position will complement our Energy Markets, Sales and Operations teams to ensure clear and consistent customer communications for on-boarding, enrolment, and testing requirement as the primary point of contact for UK Demand Response and Flexibility customers for questions about; payments, performance and program rules.
The Customer Success Manager will act as a subject matter expert establishing relationships with clients to better understand their needs and future energy direction with a view to helping them strategically achieve or set goals – utilise Enel X solutions to both decarbonise and access new revenues from energy flexibility.
Responsibilities:
Customer Acquisition, Upsell & Retention
- Support Business Development/ Sales Teams at the end of the initial sales cycle to formalise offerings into proposals as needed
- Actively manage our customer portfolios to ensure contract renewals are negotiated and delivered in a timely manner
- Understand the customers’ needs and actively identify and propose additional Enel X products and services to meet their needs
Customer Onboarding & Account Management
- Manage the customer onboarding process and become the customer’s primary point of contact to work through all facets of product/service delivery
- Act as the main driver for customers’ operational stakeholders to coordinate, consult and flawlessly execute products and services
- Work with customers to establish critical goals, or other key performance indicators to aid the customer in achieving their goals
- Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of products and services
Customer Advocacy
- Liaise closely with cross functional teams and other 3rd parties as appropriate to ensure successful and timely delivery and to ensure market leading customer experience
- Work with internal teams to help align customer feedback with the product roadmap to ensure on-time delivery of products and services
- Identify and develop new opportunities for expansion across the customer’s business and collaborate with the sales team to drive growth
- Advocate for customer needs/issues cross-departmentally and manage account escalations. Identify and resolve critical pain-points and opportunities for continuous improvement
Required Qualifications:
The ideal candidate will:
- Have a passion for great user and customer experience
- 5+ years’ experience working in customer sales, service, and management roles
- Able to demonstrate tangible successes and results at improving customer relationships and experience
- Be excited and motivated to transform the energy sector through innovative business solutions
- Strong Energy background. Knowledge of Demand Response Programmes as well as DER (distributed energy resources) CHP, P.V. back up generation etc.
- Have great communication and interpersonal skills
- Organised and have proven project management skills with prior experience managing across culturally diverse teams both internally and externally
- High attention to detail and able to synthetise complex information into clear, actionable messages
- Experience with and familiar with contracts in the B2B energy space
Familiar with common software types and customer relationship management tools, e.g. Salesforce
Desired Qualifications
- Customer experience design a plus
- Have strong quantitative and qualitative skills
- Strong Excel skills
- Be educated to university degree level or equivalent, ideally in a technical engineering discipline.
Primary Location
: United Kingdom
Job
: Other roles
Job Posting
: Apr 16, 2021
