Marketplaces - Client Success Manager III

As a combined organization, Franklin Energy and AM Conservation Group is undertaking what is perhaps the central challenge of our times - to help drive the transition to net-zero carbon economies while ensuring that no working families, businesses, or local communities are left behind. To do that, we are the utility industry's top provider of turn-key energy efficiency and grid optimization programs and products, all of which contribute to reducing carbon and waste and, at the same time, free-up resources for creating more innovation investment and jobs. With over 26 years in business, we have more than 1,300 experts across the United States and Canada, with warehouses on both coasts. The organization's integrated in-house services provide deep personalization and insights, helping energy partners achieve their carbon-reduction and energy productivity goals.

We believe the organization's most "precious resources" are its people. We pledge a relentless pursuit to embody a culture that acknowledges, recognizes, and infinitely seeks to understand the unique differences of its people. We are committed to creating employee experiences that continually attract and embrace a multiracial, multicultural, and multigenerational workforce that promotes outstanding performance and mirrors our diverse partnerships, clients and communities we serve.

Position Summary

The Client Success Manager (CSM) III is responsible for managing Utility and Energy Service Company accounts, maintaining long term relationships while delivering sales and profitability targets for assigned Accounts. The Client Success Manager III is responsible for protecting the company's share position, identifying opportunities for sales and margin growth, and providing guidance to leadership and other internal functions to help align company resources in a way that creates value for the company and its strategic accounts.

The Client Success Manager III falls into the Client Success Manager family of roles which also contain Client Success Manager I and II.

The Client Success Manager family supports the company's e-commerce, education, and transactional business channels.

ESSENTIAL DUTIES AND RESPONSIBILITIES

This list of duties and responsibilities is not all-inclusive and may be expanded to include other duties and responsibilities, as management may deem necessary from time to time.

• Owns or assists utility client facing relationship (eCommerce, Products & Incentives) for assigned Accounts measured by KPIs and / or program goals.
• Working with Operational Support, assists w / internal project plans to drive client success.
• Understands and follows SLA set for client.
• Leads weekly / month check ins with clients.
• Meet client program goals including financial targets and milestones for the program.
• Responsible for forecasting products and Operating Plan labor hours that tie to client goals and SOW commitments.
• Become the liaison with cross-functional internal teams (including Operations, Customer Service, Marketing, IT and Finance departments) to improve the entire customer experience.
• Establish and strengthen customer relationship; be seen as a trusted advisor.
• Drive Quarterly Business Review meetings with Clients to ensure successful relationship, identify problems, and drive new business opportunities.
• Demonstrate a thorough understanding of customer needs and requirements; and appropriately position company's value proposition with viable solutions to meet your customer's needs.
• Identify, investigate, track trends, and implement solutions, including the customer's unmet needs.
• Work with channel lead, Sales, Business Development, and other leaders in responses to program quote requests, RFPs, and statements-of-work. CSM III's are expected to be able to take a leading role in the development of these and similar documents.
• Ensure the timely and successful delivery of our solutions according to customer needs and objectives.
• Resolve any issues and problems faced by customers and deal with complaints in a timely manner to maintain trust.
• Understand and align to the market drivers and strategy of key clients, while also providing feedback to the management team that will help inform the company's strategies for growth, with a focus on growing and developing existing client business.
• Establish meeting schedules with the client and internal stakeholders for (quarterly or periodic) review and reporting.
• Assisting with challenging customers' requests or issues escalations as needed
• The CSM III role is expected to mentor CSM I, CSM II, and newer CSM III colleagues to support those staff members' knowledge of the program and / or channel workflows and general client management skills.

Position Requirements

Education and Experience

Required Skills, Knowledge, and Abilities

Preferred Skills, Knowledge, and Abilities

Licenses & Certifications

Travel Requirements

Note : Reasonable accommodations may be made for individuals with disabilities to perform the essential functions of this position.

The above information describes the general duties and requirements necessary to perform the principle functions of the position. This shall not be construed as a detailed description of all the duties and requirements that may be necessary in this position.

An Equal Opportunity Employer