Director, Client Success

ENGIE Impact partners with companies to accelerate decarbonization efforts worldwide. ENGIE Impact’s comprehensive engagement model goes from strategy to implementation including data excellence and digital tools, project delivery expertise, and financing support. An authentic long-term partner, ENGIE Impact establishes credible paths to hit difficult carbon reduction metrics while sharing commitments and accountability across portfolios. With 20 offices worldwide and headquarters in New York City, ENGIE Impact today has a portfolio of over 1,500 clients, including 25% of the Fortune 500 Companies.

ENGIE Impact is part of the ENGIE Group, a global leader in the transition toward a carbon-neutral economy through reduced energy consumption and more environmentally friendly solutions.

The Role:

This role is responsible for leading and motivating team members, including the leadership team, of the Client Success Department.  The Director, Client Success role will support and execute on the vision and strategy of the department while seeking continuous improvement for the client experience. This role will support development of toolsets to equip team members in their roles,  partner internally to deliver on the client experience, serves as a client facing point of escalation to resolve issues and mitigate risk, has internal authority to make decisions, and oversees staff administration needs. 

Role Responsibilities:

• Responsible for leadership of Client Success teams including Client Success Representatives, Client Success Managers (Associates and Sr. roles included), Client Operations Specialist teams, and the leaders of these roles.
• Provides support to direct reports and their teams in ensuring team members are meeting necessary deliverables and goals.
• Responsible for the development and monitoring of goals and objectives specific to team performance to ensure a high level of client satisfaction around our service offerings.
• Develops and maintains comprehensive toolsets for risk management and client onboarding for the client operations team.
• Ensure workflow efficiency to gain optimum quality.  Identify and implement opportunities for process improvements and recommends changes as appropriate.
• Serve as intermediary to IT, RIS, PDM, Finance, Product Marketing, Sales, Sales Operations and other internal teams as required to ensure client and ENGIE Impact success.
• Ensure team is staffed and resources are allocated appropriately to meet contract deliverables as well as effectively support client needs.
• Responsible for establishing KPIs for team.
• Regarded as next level escalation point for complex client issues.  Works directly with appropriate leaders or executives within ENGIE Impact for resolution of significantly complex client issues.
• Continually monitor and seek improvement on business metrics and value associated with service offerings across the breadth of ENGIE Impact’s services, measuring against revenue retention
• Develop business process accountability for responsible functions and support with continued process improvement, operational efficiencies and identification of technology changes and enhancements.  Continually challenges existing procedures to identify efficiency gain opportunities.
• Responsible for the development, implementation and support of operational standard processes to help drive consistency, accuracy and efficiency. 
• Responsible for annual budget development and any ongoing re-forecasting activities related to operational expenses.
• Promote leadership development, and act as a mentor for the team.  Establish and promote leadership qualities that support seamless communication and teamwork within the delivery teams, in the pursuit of establishing a cohesive culture and in support of delivery excellence.
• Maintain leadership standards that foster teamwork by promoting continuous improvement, soliciting suggestions and new ideas, and encouraging the exchange of information with all employees throughout the company.
• Partner with Human Resources regarding all aspects of staffing and workforce planning, development of staff, evaluating performance and recommending salary adjustments.  Responsible for disciplinary actions up to and including termination.
• Continuously strive to build employee engagement and motivation for client service and the success of the business.  Recognize and celebrate department and individual accomplishments.  Model a strong client service commitment philosophy.
• Responsible for understanding the breadth of ENGIE Impact’s products and services at the enterprise level
• Responsible for client satisfaction, utilizing Client NPS feedback to drive improvements within the business and the teams
• Responsible for continued development and evolution of the client service model to align with ENGIE Impact’s corporate strategy, goals and objectives
• Develop and manage the scope of work as it relates to the client operations specialist position, participating in the deal structuring process to properly price opportunities and ensure adherence to revenue and margin goals

Experience:

• 10 years account management experience preferred
• 7 years experience in energy, utility or related field is preferred
• 5 years plus progressive employee management experience
• Familiarity with strategic account management

Education:

• Four-year college degree required
• Knowledge of company objectives as well as service deliverables, and in-depth understanding of ENGIE Impact’s full suite of services, including utility/telecom/waste expense and energy management and external client reporting tools are required.

Skills and Abilities:

• Ability to demonstrate an authoritative and consultative approach that builds support within the highest levels of a client organization.
• Ability to establish and maintain strong relationships with internal and external partners and constituents.
• Strong verbal, written, and interpersonal skills.
• Must be detail oriented, flexible, adaptable and self-motivated.
• Ability to handle deadlines and high stress situations on a periodic basis
• Must be results driven with strong leadership aptitude and ability to develop and maintain a high functioning team.  Solid leadership principles, a high degree of integrity, and a collaborative work style are required.
• Models a strong client service orientation.
• Excellent planning, organizational, analytical and decision-making skills.
• Must demonstrate high integrity and strong leadership principles.
• Strong business and financial acumen
• Ability to see trends in data, understand origin of data, and incorporate data into meaningful reports and/or presentations
• Advanced presentation skills, with advanced knowledge of Microsoft Office tools
• Strong time management skills
• Experience working with customer CRM software, Salesforce.com experience preferred

Work Environment: 

• Work schedules are determined by business need and manager discretion; full time employment is considered 40 hours per week
• Availability to travel up to 25% of the time.
• 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.

Benefits at ENGIE Impact:

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: $111,000-$166,000. 

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.