Customer Success Manager
3 weeks ago
At Octopus Energy, we are at the forefront of the electric vehicle revolution, committed to providing sustainable solutions for our customers. Our mission is to facilitate a seamless transition to electric driving, ensuring a greener future for all.
Role OverviewWe are seeking a dynamic and experienced Customer Success Manager to lead our high-performing Customer Success Team. This role is pivotal in managing the B2B2C relationships with our clients, ensuring their success and satisfaction with our services. You will oversee a team of Account Managers dedicated to nurturing these relationships and driving growth.
Key Responsibilities- Team Leadership and Development:
- Mentor and guide a team of Account Managers to deliver outstanding customer experiences and achieve performance targets.
- Foster strong relationships with senior stakeholders in key accounts, serving as a senior point of contact for escalations.
- Customer Success Strategy:
- Create a scalable and repeatable framework for customer success strategies that align with our organizational goals.
- Stay informed about industry trends, best practices, and competitor activities to enhance our offerings.
- Performance Monitoring and Reporting:
- Define and track KPIs to assess team and individual performance.
- Produce comprehensive reports on customer success metrics, providing insights and recommendations to senior management.
- Continuous Improvement:
- Analyze customer feedback and market trends to identify opportunities for enhancement.
- Implement initiatives aimed at improving customer retention, growth, and operational efficiency.
- Collaboration:
- Work closely with onboarding, sales, marketing, and other internal teams to ensure alignment in customer success efforts.
- Collaborate with cross-functional teams to integrate customer insights into product development and service improvements.
- Act as a liaison between customers and internal teams to effectively resolve issues.
- Proven experience in leading a high-performing B2B Customer Success or Account Management team.
- Strong background in managing relationships with enterprise clients, focusing on retention and growth.
- Commercially savvy, with experience in contract negotiation and optimization.
- Deep understanding of account management principles.
- A passionate and positive leader who excels in relationship building.
- Exceptional communication and presentation skills.
- Ability to thrive in a fast-paced start-up environment.
- Highly organized and efficient, with a knack for creating streamlined processes.
- A relentless focus on delivering customer value.
- Strong problem-solving skills, remaining composed under pressure.
- Familiarity with employee benefits is a plus, but not essential.
At Octopus Energy, we pride ourselves on our unique culture that promotes autonomy and innovation. We are dedicated to rewarding hard work with meaningful perks and opportunities for growth. Join us in our mission to transform the energy landscape and make a positive impact on the environment.
If you resonate with our values and are ready to contribute to a sustainable future, we would love to hear from you.
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