Client Success Representative

Client Success Representative

Independently establish and maintain strong business relationships with a designated portfolio of clients within a high-volume product family. Resolve escalated client issues and proactively identify opportunities to better serve clients. Serve as liaison between internal team personnel and client for all invoice management activities.

Role Responsibilities:

• Establish and maintain strong client relationships.
• Effectively resolve escalated client issues with minimal guidance from supervisor with both the company and client in mind.
• Provide feedback and guidance to vertical team members in support of client needs
• Translate customer needs to internal vertical team members and other teams including but not limited to Finance, IT, Procurement
• Responsible for technical support including web training, reporting, and questions from internal and external stakeholders.
• Organize and lead conference calls both internally and externally.
• Participate and answer questions during the client on-boarding process.
• Contribute to Quarterly Business Reviews for clients.
• Provide clients with data insight through invoice.
• Maintain internal information databases and SharePoint sites in order to effectively serve our clients.
• Participate in and assist with client tours.
• Maintain current day-to-day service deliverables, while assessing client needs for up sell opportunities.
• May support clients through the billing process during challenging business changes while maintaining a balance of client and company needs.
• Facilitate and follow through to completion any modification requests to internal client data.
• Provide guidance and leadership to other team members, including technical training and feedback, and client management coaching.
• Backup team members to achieve team goals as needed.
• Perform other job duties as assigned.

Experience and Education:

• High School Diploma or equivalent required
• Bachelor's Degree preferred
• 2 or more years of customer-related work experience; prefer business-to-business experience
• May consider a combination of relevant experience with educational and other skills and abilities in lieu of educational requirements

Skills and Abilities:

• Demonstrated ability to effectively communicate with all levels of internal and external personnel and adapt to audience
• Professional and collaborative interpersonal skills
• Must be able to effectively problem solve with little guidance
• Must have strong computer skills, including MS Office Suite and Internet
• Anticipate the needs of clients
• Ability to represent the company professionally both in person and through communication
• Ability to learn ENGIE Impact's full suite of services within six months
• Demonstrated polished presentation skills
• Ability to manage multiple priorities and activities for clients
• Must be able to quickly learn reporting platforms and files including GL, CET, and custom accrual files
• Team player, detail oriented, dependable and adaptable
• Must be flexible with schedule and available to work extended hours to support team and client goals as needed
• Ability to review and understand client contracts to