Marketplaces - Client Success Manager III

Position Summary

The Client Success Manager (CSM) III is responsible for managing Utility and Energy Service Company accounts, maintaining long term relationships while delivering sales and profitability targets for assigned Accounts. The Client Success Manager III is responsible for protecting the company's share position, identifying opportunities for sales and margin growth, and providing guidance to leadership and other internal functions to help align company resources in a way that creates value for the company and its strategic accounts.

The Client Success Manager III falls into the Client Success Manager family of roles which also contain Client Success Manager I and II.

The Client Success Manager family supports the company's e-commerce, education, and transactional business channels.

ESSENTIAL DUTIES AND RESPONSIBILITIES

This list of duties and responsibilities is not all-inclusive and may be expanded to include other duties and responsibilities, as management may deem necessary from time to time.

• Owns or assists utility client facing relationship (eCommerce, Products & Incentives) for assigned Accounts measured by KPIs and/or program goals.
• Working with Operational Support, assists w/ internal project plans to drive client success.
• Understands and follows SLA set for client.
• Leads weekly/month check ins with clients.
• Meet client program goals including financial targets and milestones for the program.
• Responsible for forecasting products and Operating Plan labor hours that tie to client goals and SOW commitments.
• Become the liaison with cross-functional internal teams (including Operations, Customer Service, Marketing, IT and Finance departments) to improve the entire customer experience.
• Establish and strengthen customer relationship; be seen as a trusted advisor.
• Drive Quarterly Business Review meetings with Clients to ensure successful relationship, identify problems, and drive new business opportunities.
• Demonstrate a thorough understanding of customer needs and requirements; and appropriately position company's value proposition with viable solutions to meet your customer's needs.
• Identify, investigate, track trends, and implement solutions, including the customer's unmet needs.
• Work with channel lead, Sales, Business Development, and other leaders in responses to program quote requests, RFPs, and statements-of-work. CSM III's are expected to be able to take a leading role in the development of these and similar documents.
• Ensure the timely and successful delivery of our solutions according to customer needs and objectives.
• Resolve any issues and problems faced by customers and deal with complaints in a timely manner to maintain trust.
• Understand and align to the market drivers and strategy of key clients, while also providing feedback to the management team that will help inform the company's strategies for growth, with a focus on growing and developing existing client business.
• Establish meeting schedules with the client and internal stakeholders for (quarterly or periodic) review and reporting.
• Assisting with challenging customers' requests or issues escalations as needed
• The CSM III role is expected to mentor CSM I, CSM II, and newer CSM III colleagues to support those staff members' knowledge of the program and/or channel workflows and general client management skills.

Position Requirements

Education and Experience

• Bachelor's degree or equivalent work experience
• 7(+) years' related experience required, such as Account, Client Success, or Program Management and working directly with clients. Previous experience building relationships and expanding growth through sales within the utility/energy industry, or complex matrix organizational clients, demonstrating effectiveness in penetrating higher levels (manager & director) of key influencers. Ideally candidate comes with experience in the energy efficiency sector.
• Has experience driving toward an internal sales goal which variable compensation is tied to.
• Has demonstrated experience in both selling and closing new clients and selling/building out an assigned portfolio of existing clients.
• Previous experience with a CRM sales tool.

Required Skills, Knowledge, and Abilities

• Goal oriented driving results to be successful.
• Strong, professional communication skills including both verbal and written communication.
• Proven ability to juggle multiple account management projects at a time, while maintaining sharp attention to detail
• Ideally candidate comes with experience in the energy efficiency sector.
• Results Oriented - Finds ways to overcome challenges and obstacles so that assignments are completed, and goals are met. Takes pride in work and encourages others to do the same. Effectively balances quality, service, and productivity while taking ownership.
• Interpersonal Effectiveness- establishes and maintains professional relationships by demonstrating respect for and sensitivity towards others.
• Planning - the ability to establish and prioritize tasks and objectives to manage time and resources appropriately.
• Presentation Skills (intertwined communication skills) - is effective in a variety of presentation settings from 1x1 to larger groups in managing group process and course correct as needed.
• Functional/Technical Knowledge- applies knowledge and skills related to the work processes and operations to perform specific tasks. Possesses the "know how" to perform all parts of the job successfully.

• Committed to diversity and inclusion.
• Reliable transportation

Preferred Skills, Knowledge, and Abilities

• Experience managing and implementing e-commerce platforms, e.g. Adobe Commerce, Big Commerce, Shopify, etc.
• A working knowledge of e-commerce analytics and collaborating with Marketers to make strategic client recommendations.
• Utility Marketplace experience is strongly preferred.

Licenses & Certifications

• Valid driver's license

Travel Requirements

• Willingness to travel up to 25%