B2B Customer Relationship Manager
4 weeks ago
We are seeking a highly skilled and experienced B2B Customer Relationship Manager to join our team at Ecotricity. As a key member of our customer service team, you will be responsible for building and maintaining strong relationships with our high-value business customers.
Your primary focus will be on delivering exceptional customer service, ensuring that our customers receive a world-class experience from registration to billing and beyond. You will be the go-to person for our customers, providing proactive and reactive support to resolve any issues that may arise.
Key Responsibilities- Manage a portfolio of high-value business customers, providing exceptional customer service and support.
- Deliver all tasks within the customer journey, from registration to billing and metering, ensuring timely and accurate completion.
- Proactively monitor and manage cases to minimize resolution delays and ensure customer satisfaction.
- Work closely with Strategic Relationship Managers and Business Development Managers to maintain strong relationships with key customers.
- Support the development of service updates for face-to-face meetings, KPI tracking, complaint handling, and service management.
- Monitor accounts at a granular level to ensure accurate performance at meter point level, particularly from a metering, billing, and settlement perspective.
- Identify areas for process improvement and assist in implementing changes to resolve customer issues.
- Liaise with external service providers to maximize resolution on account base.
- Work with Debt to reduce values on aligned account base and minimize outstanding cases as barriers to payment.
- Collaborate with related service teams (Operations & Commercial) to analyze and make recommendations regarding process performance and development.
We are looking for a highly motivated and experienced individual with a proven track record of delivering exceptional customer service in a fast-paced environment. You will have a strong understanding of the energy industry and customer relationship management systems.
You will be a superb communicator, able to influence and coach both internal and external customers on how best to use our services. You will have exceptional time management skills, be able to multi-task, and meet targets and deliver customer needs in a fast-paced environment.
Requirements- Working knowledge of Salesforce (desirable)
- Good computer literacy, including Microsoft Office Packages (required)
- Experience of working within the B2B energy industry (desirable)
- Utility industry knowledge and experience, including billing and metering (desirable)
- Experience of customer relationship management systems (desirable)
- Experience of client/3rd party management (required)
- Experience delivering customer-focused solutions to a demanding customer base (required)
- Proven track record of driving successful performance (required)
Ecotricity is Britain's greenest energy company, dedicated to changing the way energy is made and used in Britain. We use the money from our customers' bills to make our own renewable energy, and we're committed to making a positive impact on the environment.
We offer a range of benefits, including a healthcare plan, life assurance, and generous pension contribution. We also offer a hybrid working arrangement, volunteering day, and various company discounts.
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Stroud, Gloucestershire, United Kingdom Ecotricity Full timeAbout the RoleWe are seeking a highly skilled and experienced B2B Customer Relationship Manager to join our team at Ecotricity. As a key member of our customer service team, you will be responsible for building and maintaining strong relationships with our high-value business customers.Key ResponsibilitiesManage a portfolio of high-value business customers,...
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