Sr Client Success Manager

Sr. Client Success Manager

The Sr. Client Success Manager supports strategic client engagements and complex client portfolios by partnering with internal teams and leadership to ensure all contractual obligations are met. This role serves as the primary trusted advisor for ENGIE Impact services. By leveraging data and reporting, the Sr. Client Success Manager provides insight to client contacts and internal teams to proactively support the entirety of each client's portfolio. This position will provide strategic and tactical account support, relationship ownership, and function as the escalation point for bill payment, reporting, and ENGIE Impact service related requests.

Role Responsibilities:

• Exhibits a complete understanding of ENGIE Impact's product and services, able to support clients with complex operational needs, and offer solutions and critical thinking to multifaceted challenges.
• Responsible for the retention of large to very large strategic national multi-site firms with energy or sustainability program spend and revenue potential for ENGIE Impact services and solutions.
• Develop cross functional strategy for account retention for a broad solution set, utilizing product and industry knowledge to deliver the value proposition to customers.
• Establish, develop, and maintain strong relationships with key points of contact within the client organization to drive high client satisfaction and retention.
• Partner with the Growth Manager to help develop the strategic plan for the client.
• Work in partnership with Growth Manager to grow and expand portfolio of services within client accounts.
• Manage and execute high level reporting and datapoints to support delivery of service and client facing communication.
• Serve as subject matter expert for ENGIE Impact's services to internal teams on the client's organizational goals, aligning an effective balance between the success of ENGIE Impact and the success of the client.
• Develop and Lead regular Client Performance Reporting.
• Lead conversations regarding optimization opportunities, keeping client informed of new processes, enhancements and future developments.
• Lead and develop client Strategic Partnership Reviews, partnering with internal teams to gain and deliver valuable insight to clients to relay the value of ENGIE Impact's services to support satisfaction and retention.
• Act as an escalation point and coordinate efforts to solve complex client needs.
• Lead issue triage and resolution cross functionally; ensure timely diagnosis of root cause and document all issues through to resolution.
• Engage ENGIE Impact leadership teams as needed related to potential risk to client relationships, business and revenue.
• Interact regularly with the operations teams to address ad hoc questions/issues, maintain client operating plan, ensure quality control processes are followed, maintain schedule of deliverables, and assess level of engagement between ENGIE Impact and the client.
• Leverage cross functional teams to achieve service goals and position the client for growth opportunities.
• Work with ENGIE Impact delivery teams to provide the client with proactive insights, relevant to their business needs, goals and strategic initiatives.
• Manage the client experience with all offerings at ENGIE Impact.