Client Success Manager

$66,000 - $126,000/Yr

ENGIE - Houston, TX

Full-time - Mid Level

Onsite - Houston, TX

Utilities

About the position

The Client Success Manager at ENGIE North America Inc. plays a pivotal role in supporting ENGIE Impact's clients as their primary trusted advisor for Carbon & Data Management (CDM). This position is responsible for providing portfolio and project management support while serving as a subject matter expert in the field. The Client Success Manager will deliver strategic and tactical account support, ensuring strong relationship ownership and acting as the escalation point for various client requests related to bill payment, reporting, and CDM services. The role is essential in fostering a robust partnership between ENGIE Impact and its clients, focusing on high client satisfaction and retention. In this role, the Client Success Manager will exhibit a comprehensive understanding of CDM products and services, enabling them to support clients with complex operational needs. They will establish, develop, and maintain strong relationships with key contacts within client organizations, driving satisfaction and retention for medium to large national multi-site firms with significant energy or sustainability program spend. The manager will lead client Strategic Partnership Reviews, collaborating with internal teams to provide valuable insights that highlight the benefits of ENGIE Impact's services. The position requires proactive engagement with operations teams to address ad hoc questions and maintain client operating plans, ensuring quality control processes are adhered to. The Client Success Manager will leverage cross-functional teams to achieve service goals and identify growth opportunities for clients. They will also manage the client experience with CDM offerings, define and manage necessary projects, and support client engagement during onboarding and implementation of new services. Regular performance reporting and risk mitigation planning are also key responsibilities of this role, along with maintaining accurate information in Salesforce and leading contract renewal activities with clients.

Responsibilities

• Exhibit a complete understanding of CDM products and services to support clients with complex operational needs.
• Establish, develop, and maintain strong relationships with key points of contact within client organizations.
• Responsible for the retention of medium to large national multi-site firms with energy or sustainability program spend.
• Lead and develop client Strategic Partnership Reviews, partnering with internal teams to deliver valuable insights to clients.
• Act as an escalation point and coordinate efforts to solve complex client needs, ensuring timely diagnosis of root causes.
• Interact regularly with operations teams to address ad hoc questions/issues and maintain client operating plans.
• Leverage cross-functional teams to achieve service goals and position clients for growth opportunities.
• Engage ENGIE Impact leadership teams regarding potential risks to client relationships and revenue.
• Work with delivery teams to provide proactive insights relevant to clients' business needs and goals.
• Manage the client experience with CDM offerings, partnering with internal departments as needed.
• Define and manage necessary projects to meet client or internal needs, including project objectives and success criteria.
• Support client engagement during onboarding and implementation of new services.
• Lead and coordinate ISC meetings and develop regular Client Performance Reporting.
• Maintain accurate and current information in Salesforce and create Risk Mitigation Plans.
• Maintain industry knowledge through participation in relevant events and training programs.
• Lead contract renewal activity with clients, partnering with internal teams.

Requirements

• Requires a high school diploma or equivalent; BA degree or equivalent experience preferred.
• More than 3 years of account management experience managing complex portfolios.
• Demonstrated ability to effectively communicate with all levels of internal and external personnel.
• Professional and collaborative interpersonal skills.
• Strong client management skills, able to generate and present strategic solutions for C-Suite executives.
• Strong business acumen and ability to establish effective relationships with customers.
• Ability to effectively problem solve with little guidance and show forward thinking and innovation.
• Strong computer skills, including MS Office Suite and Internet proficiency.
• Ability to anticipate the needs of clients and represent the company professionally.
• Ability to learn ENGIE Impact's full suite of services within six months.
• Demonstrated polished presentation skills and ability to manage multiple priorities.
• Team player, detail-oriented, dependable, and adaptable.
• Flexibility with schedule and availability to work extended hours as needed.
• Ability to review and understand client contracts to ensure services are met.

Nice-to-haves

• Experience in the energy or sustainability sector is a plus.
• Familiarity with Salesforce or similar CRM tools.

Benefits

• Comprehensive medical, dental, and vision insurance.
• Basic life insurance coverage.
• 401k plan with company contributions.
• Paid time off and annual bonus opportunities.