Client Success Manager

SUMMARY:

Supports ENGIE Impact’s clients as their primary trusted advisor for Carbon & Data Management. Provides portfolio and project management support and serves as a subject matter expert. This position will provide strategic and tactical account support, relationship ownership, and function as the escalation point for bill payment, reporting, and CDM service related requests related to the larger business partnership between ENGIE Impact and our clients.

PRIMARY FUNCTIONS AND ESSENTIAL RESPONSIBILITIES:

• Exhibits a complete understanding  of CDM product and services and able to support CDM clients with complex operational needs and offer solutions and critical thinking to multifaceted challenges.
• Establish, develop, and maintain strong relationships with key points of contact within the client organization to drive high client satisfaction and retention.
• Responsible for the retention of medium to large national multi-site firms with energy or sustainability program spend and revenue potential for ENGIE Impact services and solutions.
• 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.
• 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.
• Engage ENGIE Impact leadership teams as needed related to potential risk to client relationships, business and revenue.
• 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 CDM 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.
• Develop and Lead regular Client Performance Reporting. 
• 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.
• Lead contract renewal activity with clients, partnering with internal teams to deliver the appropriate documentation
• Log sales opportunities in Salesforce, passing opportunity to growth team for follow through to completion

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

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: $73,000-$110,000. 

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.