Head of Client Success

1 week ago

Myrtle Point, Oregon, United States Engie Full time
ENGIE Impact collaborates with organizations to expedite their decarbonization initiatives globally. Our extensive engagement framework encompasses strategic planning to execution, integrating data excellence, digital solutions, project delivery expertise, and financial backing. As a genuine long-term ally, ENGIE Impact forges credible pathways to achieve challenging carbon reduction targets while fostering commitments and accountability across various portfolios. With 20 global offices and a central hub in New York City, ENGIE Impact currently manages a portfolio exceeding 1,500 clients, including 25% of the Fortune 500 companies.

Position Overview:

The individual in this role will be tasked with guiding and inspiring team members, including the leadership cadre, within the Client Success Department. The Director of Client Success will play a pivotal role in supporting and executing the department's vision and strategy while striving for continuous enhancement of the client experience. This position will aid in the development of tools to empower team members, collaborate internally to optimize client experiences, act as a client-facing escalation point for issue resolution and risk mitigation, possess internal decision-making authority, and oversee staff administrative requirements.

Key Responsibilities:
  • Lead the Client Success teams, including Client Success Representatives, Client Success Managers (both Associate and Senior roles), and Client Operations Specialists.
  • Support direct reports and their teams in achieving necessary deliverables and objectives.
  • Develop and monitor specific goals and objectives for team performance to ensure high client satisfaction with our service offerings.
  • Create and maintain comprehensive tools for risk management and client onboarding for the client operations team.
  • Ensure workflow efficiency to achieve optimal quality, identifying and implementing process improvement opportunities.
  • Act as a liaison to IT, RIS, PDM, Finance, Product Marketing, Sales, and other internal teams to ensure client and ENGIE Impact success.
  • Ensure appropriate staffing and resource allocation to meet contract deliverables and effectively support client needs.
  • Establish KPIs for the team.
  • Serve as an escalation point for complex client issues, collaborating with relevant leaders or executives for resolution.
  • Continuously assess and seek improvement in business metrics and value associated with service offerings, measuring against revenue retention.
  • Develop accountability for business processes and support ongoing improvements, operational efficiencies, and identification of technological enhancements.
  • Implement and support operational standard processes to drive consistency, accuracy, and efficiency.
  • Oversee annual budget development and ongoing re-forecasting related to operational expenses.
  • Encourage leadership development and mentor team members, promoting qualities that foster seamless communication and teamwork.
  • Maintain leadership standards that encourage teamwork through continuous improvement and open communication.
  • Collaborate with Human Resources on staffing, workforce planning, staff development, performance evaluation, and salary recommendations.
  • Strive to enhance employee engagement and motivation for client service and business success, recognizing and celebrating achievements.
  • Understand the full range of ENGIE Impact's products and services at the enterprise level.
  • Ensure client satisfaction by utilizing Client NPS feedback to drive business improvements.
  • Continuously evolve the client service model to align with ENGIE Impact's corporate strategy and objectives.
  • Manage the scope of work related to the client operations specialist position, participating in deal structuring to ensure adherence to revenue and margin goals.
Qualifications:
  • 10 years of account management experience preferred.
  • 7 years of experience in energy, utility, or related fields preferred.
  • 5+ years of progressive employee management experience.
  • Familiarity with strategic account management.
Education:
  • Four-year college degree required.
  • In-depth knowledge of company objectives and service deliverables, along with a comprehensive understanding of ENGIE Impact's full suite of services, including utility/telecom/waste expense and energy management.
Skills and Abilities:
  • Ability to demonstrate a consultative approach that builds support within high-level client organizations.
  • Strong relationship-building skills with internal and external partners.
  • Excellent verbal, written, and interpersonal communication skills.
  • Detail-oriented, flexible, adaptable, and self-motivated.
  • Ability to manage deadlines and high-stress situations.
  • Results-driven with strong leadership capabilities and the ability to maintain a high-functioning team.
  • Strong client service orientation.
  • Exceptional planning, organizational, analytical, and decision-making skills.
  • High integrity and strong leadership principles.
  • Strong business and financial acumen.
  • Ability to analyze data trends and incorporate findings into meaningful reports.
  • Advanced presentation skills and proficiency in Microsoft Office tools.
  • Strong time management skills.
  • Experience with customer CRM software preferred.
Work Environment:
  • Work schedules are determined by business needs; full-time employment is typically 40 hours per week.
  • Availability to travel up to 25% of the time.
  • Health & Safety Working Requirements include ergonomic workspaces and adequate resources for effective business operations.
  • Incumbent may experience frequent noise from office equipment and communications.
  • As a global organization, early morning and evening meetings may be required.
Physical Requirements:
  • Ability to perform various physical activities such as bending, reaching, and prolonged computer use.
  • Manual dexterity for operating a computer keyboard and handling documents.
  • Effective communication abilities in person and via various remote methods.
  • Vision acuity for reading and interpreting information on screens and printed materials.
  • Ability to lift and carry documents weighing up to 15 pounds.
Benefits at ENGIE Impact:

ENGIE is dedicated to fostering diversity, equity, and inclusion within our workforce. We are an equal opportunity employer, committed to creating an equitable and inclusive environment for all employees. All employment decisions are based on business needs, job requirements, and individual qualifications, ensuring equal opportunities regardless of any protected characteristics as defined by applicable laws.

The compensation range for this role is $111,000-$166,000, based on various factors including experience and internal equity. This position is eligible for a comprehensive benefits package, including medical, dental, vision, and life insurance, as well as a 401k plan, paid time off, and an annual bonus.

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