Client Success Manager

SUMMARY:

Supports ENGIE Impact’s clients as their primary trusted advisor for Carbon & Data Management. Provides portfolio and project management support and serves as a subject matter expert. This position will provide strategic and tactical account support, relationship ownership, and function as the escalation point for bill payment, reporting, and CDM service related requests related to the larger business partnership between ENGIE Impact and our clients.

PRIMARY FUNCTIONS AND ESSENTIAL RESPONSIBILITIES:

• Exhibits a complete understanding of CDM product and services and able to support CDM clients with complex operational needs and offer solutions and critical thinking to multifaceted challenges.
• Establish, develop, and maintain strong relationships with key points of contact within the client organization to drive high client satisfaction and retention.
• Responsible for the retention of medium to large national multi-site firms with energy or sustainability program spend and revenue potential for ENGIE Impact services and solutions.
• Lead and develop client Strategic Partnership Reviews, partnering with internal teams to gain and deliver valuable insight to clients to relay the value of ENGIE Impact’s services to support satisfaction and retention
• Act as an escalation point and coordinate efforts to solve complex client needs. Lead issue triage and resolution cross functionally; ensure timely diagnosis of root cause and document all issues through to resolution.
• Interact regularly with the operations teams to address ad hoc questions/issues, maintain client operating plan,ensure quality control processes are followed, maintain schedule of deliverables, and assess level of engagement between ENGIE Impact and the client.
• Leverage cross functional teams to achieve service goals and position the client for growth opportunities.
• Engage ENGIE Impact leadership teams as needed related to potential risk to client relationships, business and revenue.
• Work with ENGIE Impact delivery teams to provide the client with proactive insights, relevant to their business needs, goals and strategic initiatives.
• Manage the client experience with CDM offerings at ENGIE Impact, partnering with internal departments when needed to solution.
• Responsible for independently defining and managing necessary projects to meet client or internal needs. Define project objectives, success criteria, scope, resources and deliverables in collaboration with Client.
• Support the client engagement during onboarding and the implementation of new services, providing clear vision for client goals and assistance as necessary with consistent client engagement.
• Lead and coordinate ISC meetings.
• Develop and Lead regular …