Customer Relationship Manager

Apply for this role

In a Nutshell

Reporting to the Head of Customer Relationships (Central), the Customer Relationship Manager plays an important role in the Customer Relationship team, building strong relationships with our customers and the wider team in ENSEK, to ensure we deliver an exceptional customer experience. The role is responsible for developing collaborative relationships with our customers to develop a deep understanding of their current business goals and future needs. Building tangible business plans, working with key internal stakeholders to ensure ENSEK deliver excellent service and advice to our customers. This role will be responsible for managing one of our key customers.

Responsibilities

  1. You will develop a deep understanding of the UK energy industry as well as ENSEK’s software, products and solutions to act as a trusted partner for your customers
  2. Build key internal relationships locally and across other regions to create a support network for the relationship team
  3. Through a customer-centric approach, you will deliver an excellent service to ENSEK’s UK customers to ensure optimum adoption of software and services
  4. Be accountable for understanding and maintaining customers’ strategic plans, driving progress internally to enable customers to achieve their goals
  5. Identify and surface customer requirements, translating and prioritising these as delivery plans for the relative cross-functional internal teams including: software engineering, finance, technical support, operations, sales & marketing, L&D, legal and regulations
  6. Lead customer engagement through operational calls, executive business reviews and on-site meetings (outside of COVID restrictions)
  7. Identify and deliver on opportunities for growth within your customer portfolio
  8. Liaise effectively with other internal departments to deliver successful outcomes, acting as the internal voice for your customers
  9. Recognise and act on any churn potential and proactively escalate to eliminate the risk
  10. Be the primary point of escalation for urgent issues and take accountability through to resolution


OTHER RELEVANT DUTIES

  1. To cultivate a climate of continuous learning, identifying and implementing ways to improve productivity and quality of ENSEK’s processes and services
  2. To maintain a broad understanding of practices and developments relevant to the energy sector and your area of specialism
  3. To promote and maintain a positive, results orientated work environment, building partnerships and teamwork across ENSEK

Key Skills

TECHNICAL SKILLS:

  1. Proven relationship management experience
  2. Maintains an understanding of the UK energy market, keeping abreast of industry changes
  3. Keeping up to date on the ENESK platform and service offerings
  4. Confidently manage stakeholders’ expectations through excellent written and verbal communication and negotiation skills
  5. Ability to understand and resolve customer issues efficiently and effectively
  6. Keen eye for new opportunities within current customer portfolio to enrich existing relationships

PERSONAL SKILLS:

  1. Strong interpersonal skills and the ability to build and maintain relationships internally and with customers
  2. A problem solver who isn’t afraid to roll sleeves up and get stuck in
  3. Customer focused approach, utilising knowledge and experience, demonstrating outstanding levels of diplomacy and tact
  4. Strong multi-tasking capabilities with attention to detail
  5. Able to generate innovative ideas, in turn translating them into practical solutions
  6. A flexible attitude and able to thrive in a high pressure environment