Job Description

We are looking for a Customer Relationship Manager to be responsible for driving positive customer experience across a number of key accounts. The Customer Relationship Manager will build and maintain long-term relationships with key stakeholders, understand their business needs, and turn those into tangible delivery plans. So, if you have an understanding of complex software and of managing customers, apply for this role today!!

Job Responsibilities:

• Deliver best-in-class customer service using a customer-centric approach to ensure optimum adoption of software and services.
• Identify customer needs, translating into delivery plans for cross-functional internal teams including S/W Engineering, Finance, Tech Support, Operations, Sales & Marketing, L&D, Legal and Regulations.
• Spearhead customer engagement by scheduling and leading weekly calls, executive business reviews and on-site meetings.
• Identify opportunities for growth in terms of new services and follow these through the sales cycle.
• Liaise with internal departments to deliver for your customers and hold them accountable.
• Drive an improved customer experience score.
• Recognize any churn potential and address this to eliminate the risk at source.
• Be the primary point of escalation for urgent issues and take accountability for problem management.
• Develop a deep understanding of the UK energy industry and CRM software and services

Required Knowledge, Skills, and Abilities

Ability to put the customer at the heart of all you do and keep driving customer satisfaction. Exceptional interpersonal skills with the ability to influence senior stakeholders through excellent verbal and written communication. Have an overall perspective on customer issues and articulate what their broader implications and long-term impacts on the business are. Challenge internal and external stakeholders when appropriate. Have full oversight of customer requests from inception to delivery. Strong multi-tasking capabilities with a keen attention to detail. Be able to work independently.