Customer Success Manager

Description and Requirements

Enel X Global Retail is Enel Group’s business line dedicated to customers around the world with the aim of effectively providing products and services based on their energy needs and encouraging them towards a more conscious and sustainable use of energy.

A world leader in the field of energy supply, energy management services, and electric mobility to foster electrification, it accompanies all its customers through their energy transition, developing value-creating solutions. Enel X Global Retail offers an ecosystem of sustainable, efficient, easy-to-find, personalized products and services built around customer needs.

Enel X Global Retail provides electricity, integrated and innovative energy services to over 61 million customers worldwide, households, small offices, enterprises, and municipalities.

Furthermore, around the world, it offers flexibility services aggregating 9.6 GW and has installed over 3 million lighting points as well as more than 25,300 owned public charging points for electric mobility.

About the role

The Customer Success Manager role is pivotal to Enel X. You will own the post-sale customer relationships for Demand Response customers in Ireland.

The position will complement our Energy Markets and Operations teams to ensure clear and consistent customer communications for onboarding, enrolment, and testing requirements as the primary point of contact for Ireland Demand Response and Flexibility customers for questions about payments, performance and program rules.

The Customer Success Manager is part of the sales team and will act as a subject matter expert establishing relationships with clients to better understand their current and future energy requirements with a view to helping them strategically achieve or set goals while offering Enel X solutions to both decarbonize and access new revenues.

Key Responsibilities

• Customer Acquisition, Upsell & Retention
• Support Business Development/ Sales Teams at the end of the initial sales cycle to formalize offerings into proposals as needed
• Actively manage our customer portfolios to ensure contract renewals are negotiated and delivered in a timely manner
• Understand the customers’ needs and actively identify and propose additional Enel X products and services to meet their needs

Customer Onboarding & Account Management

• Manage the customer onboarding process and become the customer’s primary point of contact to work through all facets of product/service delivery
• Act as the main driver for customers’ operational stakeholders to coordinate, consult and flawlessly execute products and services
• Work with customers to establish critical goals, or other key performance indicators to aid the customer in achieving their goals
• Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of products and services

Customer Advocacy

• Liaise closely with cross-functional teams and other 3rd parties as appropriate to ensure successful and timely delivery and to ensure market-leading customer experience
• Work with internal teams to help align customer feedback with the product roadmap to ensure on-time delivery of products and services
• Identify and develop new opportunities for expansion across the customer’s business and collaborate with the sales team to drive growth
• Advocate for customer needs/issues cross-departmentally and manage account escalations. Identify and resolve critical pain points and opportunities for continuous improvement

Qualifications

• Be educated to university degree level or equivalent
• Have a passion for great user and customer experience
• 5+ years’ experience working in customer sales, service, and management roles
• Able to demonstrate tangible successes and results in improving customer relationships and experience
• Be excited and motivated to transform the energy sector through innovative business solutions
• Strong Energy background. Knowledge of Demand Response Programmes and DER (distributed energy resources) CHP, PV, backup generation etc.
• Have great communication and interpersonal skills
• Organised and have proven project management skills with prior experience managing across culturally diverse teams both internally and externally
• High attention to detail and ability to synthesise complex information into clear, actionable messages
• Experience with and familiar with contracts in the B2B energy space
• Familiar with common software types and customer relationship management tools, e.g. Salesforce

Nice to have

• Customer experience design a plus
• Have strong quantitative and qualitative skills
• Strong Excel skills

Trust, Innovation, Proactivity, Flexibility and Respect are the core values of our organisation.

We are always looking for different perspectives, ideas and point of views. Each person is important to us, independent of their gender, age, nationality, ability or any other form of diversity or specificity. We are a people focused Company and we work to empower all our colleagues through development programs and lifelong learning.

Find out more information on https://www.enelx.com/ie/en

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