Customer Success Manager

2 days ago

UK, UK, United Kingdom Grid Edge Full time

At Grid Edge, we see diversity and inclusivity as a priority and we are always looking for individuals who bring something different to the team. Even if you think you don’t meet all the requirements, please don’t be put off from applying. Our people are our strongest asset and the unique skills and perspectives people bring to the team are the driving force of our success. We are an equal opportunity employer and we welcome people from all backgrounds.


The Company: Grid Edge is an award winning AI company specialising in the energy sector. We are the AI that is powering energy efficient commercial buildings to net-zero.


Can you help us in our mission is to help save the planet by reducing the amount of carbon being released through inefficient energy usage? We are looking for someone who loves solving problems and building long lasting relationships to provide businesses with outstanding energy management solutions.


Our Values

  • Responsible
  • Open-minded
  • Customer focused
  • Honest


The role: You will play a crucial role in expanding our carbon reach by engaging with potential new customers, whilst supporting our existing customer to successfully exceed their goals. Meeting carbon and cost targets on existing buildings to agree account expansion to further buildings.

You will be someone who has a passion for building relationships with customers and driving the adoption of our products. Working closely with product managers and onboarding team to successfully onboard new customers and guide them to get the best out of our technology. This role also collaborates with data scientists and engineers to ensure we are delivering what our customers need. We are looking for an enthusiastic innovator, someone who loves to take initiative, and thrives in a fast-paced environment.


You’ll be an excellent communicator who is able to simplify complex matters. You’ll be the voice of our customer understanding the wants and needs of customers in different roles. You’ll be self-motivated and boosted by spending time with customers. Understanding client objectives and how to achieve these will be fundamental to your success. You will need tenacity and perseverance as well as a delight in building relationships. Bringing in new business, whilst expanding and up-selling existing accounts – you will connect throughout the customer journey.


As a target owner you’ll be able to own your contribution and provide clear and concise updates to the business of sales progress, how your numbers are being delivered and any RAG status on renewals to be aware of. You’ll be confident reaching out for support and advice both directly and via your peer group to get the best outcome for your customers.


What you will do (Key Accountabilities):

  • Engage in client and stakeholder meetings to understand their requirements, determine feasibility, and evaluate risks
  • Be the primary liaison with Grid Edge clients to ensure their needs are met and exceeded.
  • Identify and develop new prospects through the proactive use of research, attendance of external seminars and networking events. Including Trade Shows, Conferences, Exhibitions and industry workshops.
  • Providing virtual / in-person product demonstrations to sales leads
  • Work autonomously but also help to identify, onboard and educate partners in conjunction with the other members of the Growth Team. Develop positive working relationships with partners to help grow our business.
  • Articulate our value proposition to partners and generate leads from the partners through effective engagement and building trust.
  • Lead commercial negotiations and successful deal completion to secure long term contracts.
  • Generate new business by identifying, building, nurturing and maintaining relationships with prospects including continued relationship management of customers resulting in SaaS revenue generation against targets.
  • Building long term relationships with key clients ensuring regular contact and working with them on their carbon reduction journey.
  • Work closely, communicate effectively and plan strategically with marketing, project management and implementation teams to drive customer success.
  • Ownership of a sales target, management of personal pipeline and delivery against CSAT performance.
  • Contributing towards social media and PR activity.
  • Pipeline management and reporting. You will own the renewal and the up-sell pipeline.
  • Contributing to sales-oriented marketing collateral including social media and PR activity
  • Develop reports for senior stakeholders to communicate progress and value delivered on their Grid Edge journey.
  • Collaborate closely with other teams including Product Managers as well as with a wider team of Software Engineers, Data Scientists, UX experts and more.

Key Skills and Experience:

Essential

  • Proven successful business development, customer success, account management and/or consultative sales experience in energy, real estate, buildings management or facilities management sectors
  • High Emotional Intelligence
  • Outstanding at getting in front of customers, building strong relationships, gaining buy in and then selling product capabilities to meet their business needs
  • Excellent organisational, time management and project management skills
  • Excellent stakeholder management skills, with an ability to communicate with individuals at varying levels in an organisation, from ‘shop floor to c-suite’ and ability to make the complex simple, user friendly and easy to understand.
  • Good general business acumen and commercial awareness
  • Excellent commercial negotiation skills
  • Excellent listening skills, ability to understand customer needs, and translate what is heard into tangible actions
  • Ability to manage multiple competing priorities, and work effectively under the pressure of time constraints in a fast-paced, collaborative environment
  • Awesome team player. You know how to engage the relevant people to solve for problems and inspire people to take action.
  • Valid driving licence and ability to travel across the UK to customer site


Nice to Have

  • IT literate in Microsoft or Google Office Suite and experience maintaining a CRM system
  • A passion for technology and AI/ML
  • Innovative and take risks to create new processes and create efficiencies
  • Comfortable in giving and receiving constructive feedback
  • Comfortable working in a startup-like environment and love to experiment
  • Bachelors degree with relevant work experience


Benefits:

Salary Range: up to £60,000 full-time equivalent, dependent on experience. Commission scheme included.


Hybrid/Home-based with regular travel to central Birmingham office and customer sites. This is a UK based role.


  • Plus: employer pension, benefits scheme including life assurance, income protection and health insurance, enhanced family friendly policies and 26 days annual leave. Four company days per year, volunteering, sustainable and green benefits available.

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