Share Energy is a new energy provider, with a goal of becoming a market leading provider. We are committed to delivering exceptional customer experiences and empowering our customers to make informed choices about their energy consumption.
Position Summary
The Customer Success Manager will play a pivotal role in ensuring customer satisfaction and driving long-term customer relationships. This individual will be responsible for understanding customer needs, providing proactive support, and identifying opportunities for growth and improvement.
Key Responsibilities
1. Customer Relationship Management:
o Build strong relationships with customers, acting as their primary point of contact.
o Proactively identify and address customer needs and pain points.
o Provide exceptional customer support and resolve inquiries efficiently.
o Foster customer loyalty and advocate for their interests within the organization.
2. Customer Onboarding:
o Guide customers through the onboarding process, ensuring a seamless transition to Share Energy.
o Provide training and support on using our customer portal and other tools.
3. Customer Retention:
o Develop and implement strategies to retain and upsell existing customers.
o Identify opportunities to cross-sell additional products or services.
o Proactively address customer concerns and prevent churn.
4. Product and Service Knowledge:
o Maintain a deep understanding of Share Energy's products and services.
o Stay up-to-date on industry trends and best practices.
o Provide accurate and informative guidance to customers.
5. Data Analysis and Reporting:
o Analyse customer data to identify trends and opportunities for improvement.
o Prepare regular reports on customer satisfaction, retention, and other key metrics.
6. Process Improvement:
o Collaborate with cross-functional teams to identify and implement process improvements.
o Contribute to the development of new products and services.
7. Team Management:
o Oversee the day-to-day management of the customer service team.
o Recruit, train, and develop customer service representatives.
o Monitor team performance and provide coaching and feedback.
Qualifications and Skills
* Bachelor's degree or equivalent experience in customer success, customer service, or a related field.
* Proven track record of success in a customer-facing role.
* Strong interpersonal and communication skills.
* Excellent problem-solving and analytical abilities.
* Ability to build strong relationships with customers.
* Knowledge of the energy industry (preferred).
* Proficiency in customer relationship management (CRM) software.
About Share Energy
Share Energy is a dynamic and innovative company committed to providing sustainable energy solutions. We are passionate about empowering our customers to make informed choices about their energy consumption and contributing to a greener future.
Please note that visa sponsorship is not available for this role, all applicants must hold current right to work in the UK.
Job Types: Full-time, Permanent
Pay: £38,000.00-£40,000.00 per year
Benefits:
* Casual dress
* Company events
* Company pension
* Enhanced maternity leave
* Enhanced paternity leave
* Life insurance
* On-site parking
* Private medical insurance
* Sick pay
Schedule:
* Monday to Friday
Work Location: Hybrid remote in Londonderry
Reference ID: CSM1024
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