Marketplaces - Client Success Manager II

Talent Acquisition

1d•$75,000 - $95,000

About The Position

The Client Success Manager II manages utility and energy service company accounts, builds long-term client relationships, and delivers sales and profitability targets. The role protects the company’s share position, identifies opportunities for sales and margin growth, and advises leadership and internal teams on aligning resources to create value for the company and its strategic accounts. This position supports the company’s e-commerce, education, and transactional business channels, with a focus on e-commerce, products, and incentives. The CSM II coordinates client-facing work and internal support to achieve program goals, financial targets, and service commitments. The role serves as a trusted advisor and liaison across internal departments, resolves client issues, and identifies opportunities to expand existing business and win new business. CSM IIs are also expected to mentor CSM I and newer CSM II colleagues in program or channel workflows and client management skills. The position requires willingness to travel up to 25%.

Requirements

Bachelor’s degree or equivalent work experience.
5–7 years of related experience, such as account management, client success, or program management, working directly with clients.
Experience driving toward an internal sales goal tied to variable compensation.
Demonstrated experience selling and closing new clients and growing an assigned portfolio of existing clients.
Previous experience with a CRM sales tool.
Goal-oriented and focused on driving results.
Strong professional verbal and written communication skills.
Ability to manage multiple account-management projects while maintaining attention to detail.
Ability to overcome challenges, complete assignments, and meet goals while balancing quality, service, and productivity.
Ability to establish and maintain professional relationships with respect and sensitivity toward others.
Planning skills, including prioritizing tasks and objectives and managing time and resources appropriately.
Presentation skills for settings ranging from one-on-one meetings to larger groups, including managing group process and course-correcting as needed.
Functional and technical knowledge needed to perform the work processes and tasks successfully.
Commitment to diversity and inclusion.
Reliable transportation.
Valid driver’s license.
Willingness to travel up to 25%.

Nice To Haves

Experience building relationships and expanding sales growth in the utility or energy industry, or with clients in complex matrix organizations, including engaging with manager- and director-level influencers.
Experience in the energy efficiency sector.

Responsibilities

Own or assist with utility client-facing relationships for assigned accounts, including e-commerce, products, and incentives, as measured by KPIs and program goals.
Work with Operational Support on internal project plans that drive client success.
Understand and follow client service-level agreements (SLAs).
Lead weekly or monthly client check-ins.
Meet client program goals, including financial targets and program milestones.
Forecast products and Operating Plan labor hours in alignment with client goals and statements of work.
Liaise with internal teams, including Operations, Customer Service, Marketing, IT, and Finance, to improve the customer experience.
Establish and strengthen customer relationships and act as a trusted advisor.
Lead Quarterly Business Review meetings to support successful client relationships, identify problems, and develop new business opportunities.
Understand customer needs and requirements and position the company’s value proposition and solutions accordingly.
Identify and investigate trends, track them, and implement solutions, including for unmet customer needs.
Work with channel leads, Sales, Business Development, and other leaders to create responses to program quote requests, RFPs, and statements of work; actively participate in preparing these documents.
Ensure timely and successful delivery of solutions according to customer needs and objectives.
Resolve customer issues and complaints in a timely manner to maintain trust.
Understand and align with key clients’ market drivers and strategies, and provide management with feedback to inform company growth strategies, with a focus on growing existing client business.
Establish meeting schedules with clients and internal stakeholders for quarterly or periodic reviews and reporting.
Assist with challenging customer requests and issue escalations as needed.
Mentor CSM I and newer CSM II colleagues in program or channel workflows and client management skills.