Client Success Manager II

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee Utility and Energy Service Company accounts while fostering long-term client relationships.

• Achieve sales and profitability objectives.

• Safeguard the company’s market share and uncover opportunities for sales and margin enhancement.

• Provide strategic guidance to leadership and internal teams to effectively allocate resources for key accounts.

• Manage or assist in client-facing relationships for designated accounts across eCommerce, Products, and Incentives.

• Collaborate with Operational Support on internal project initiatives.

• Adhere to client SLAs and conduct weekly or monthly check-ins with clients.

• Achieve client program objectives, financial benchmarks, and milestones.

• Project and forecast products and Operating Plan labor hours linked to client objectives and SOW commitments.

• Coordinate with Operations, Customer Service, Marketing, IT, and Finance to enhance customer experience.

• Build and reinforce customer relationships as a trusted advisor.

• Facilitate Quarterly Business Reviews to ensure successful partnerships, identify challenges, and generate new business opportunities.

• Comprehend customer needs and present the company’s value proposition with effective solutions.

• Recognize trends and unmet customer requirements and enact appropriate solutions.

• Work together with channel leads, Sales, Business Development, and other leaders on program quotes, RFPs, and statements of work.

• Ensure timely and effective delivery of solutions.

• Address customer issues and complaints in a prompt manner.

• Align with key clients’ market drivers and strategies while providing growth insights to management.

• Set up meeting schedules for client and internal stakeholder reviews and reporting.

• Assist with challenging customer inquiries and escalate issues as necessary.

• Mentor CSM I and newer CSM II colleagues on program workflows and client management best practices.

⛳️ Requirements

• Bachelor’s degree or equivalent professional experience.

• 5-7 years of relevant experience required, including Account, Client Success, or Program Management roles directly interacting with clients.

• Prior experience preferred in nurturing relationships and driving growth through sales in the utility/energy sector or complex matrix organizations.

• Familiarity with engaging higher-level decision-makers (manager and director) among key influencers.

• Experience in the energy efficiency field is ideally preferred.

• Proven track record of driving toward internal sales targets linked to variable compensation.

• Experience in selling and acquiring new clients while also managing and expanding an existing client portfolio.

• Proficiency with a CRM sales tool.

• Excellent verbal and written communication abilities.

• Capability to oversee multiple account management projects with a keen attention to detail.

• Goal-oriented with a results-driven mindset.

• Strong interpersonal skills and the ability to build and maintain professional relationships.

• Adept at planning and prioritizing tasks and objectives, managing time and resources effectively.

• Proficient presentation skills for both one-on-one and larger group settings.

• Functional and technical knowledge related to work processes and operations.

• Reliable transportation.

• Valid driver’s license.

• Willingness to travel up to 25%.

• Commitment to fostering diversity and inclusion.

🏝️ Benefits

• Medical coverage.

• Dental coverage.

• Vision coverage.

• Retirement benefits.

• Paid time off.

• Paid holidays.

• Additional company-sponsored benefits and programs.

• Variable compensation linked to an internal sales target.