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For Companies At a Glance
- Tasks: Lead customer projects, ensuring smooth implementation and high satisfaction.
- Company: Join geo, a pioneer in sustainable home energy management.
- Benefits: Enjoy a full-time role with opportunities for growth and development.
- Why this job: Make a real impact on the environment while enhancing customer experiences.
- Qualifications: Experience in software deployment and project management is essential.
- Other info: This is a 12-month fixed term contract covering maternity leave.
The predicted salary is between 28800 - 43200 £ per year.
Customer Experience Manager – 12 month fixed term contract
Customer Experience Manager – 12 month fixed term contract
geo is creating a sustainable future where homes automatically and seamlessly manage their overall consumption and carbon footprint. In addition to providing management and optimisation systems and data analysis for solar, EVs, batteries and home heating, the company is a leading supplier of in-home displays to the UK Smart Metering programme.
We\’re focussed on bringing net zero forward with our ground-breaking home energy management system – SeeZero. We’ve deployed more than 11 million devices to date, saving an estimated 7.5 billion kilowatt hours as a result, and the introduction of SeeZero will see that number multiply.
We are now looking for someone for a 12-month fixed term contract, to cover a maternity leave.
THE OPPORTUNITY
As the Customer Experience Manager you will support continued customer growth, driving success with our clients.
Responsibilities include:
Implementation
- Run kick off meetings with new clients to scope out the detail of the project, identify blockers or potential issues and drive excitement in the client for the product and project
- Be responsible for implementing products with the customer, including defining the configuration, planning the timelines and milestones and problem solving the overall solution.
- Deliver to business KPIs and ensure customer satisfaction is high
Technical Support
- Set up and run technical support for clients as they go live and use commercial support desk software to manage the customer communication
- Become an important conduit between the client and technical experts (Data Science and Engineering)
- Debug and provide initial triage on client issues, solving them if possible or escalating as required
Customer Service
- Build strong working relationships with the main client contacts and key client specialists that support the internal team
- Work alongside the client to develop KPIs, success criteria and ROI forproducts and monitor and manage them throughout the lifetime of the contract
- Manage the invoicing for the clients and be responsible for forecasting end user numbers
Team Development
- Input into the team strategy & plan
- Become a subject expert in the market
- Ongoing account review for new opportunities, upsell and cross-sell to increase ongoing revenue and footprint in the client’s business
REQUIREMENTS
- Experience in managing software related deployment projects and/or software development.
- Ability to collaborate with engineering and data science teams, resolving customer issues and experience of using JIRA, Confluence and Zendesk (or similar customer support software)
- Significant experience in a customer facing project management / delivery role
- Demonstrable experience of working in a SaaS based business and a service sector (Financial, Utility, Telco) business
- Excellent interpersonal and communication skills
- Thorough and accurate, with good attention to detail
- Ability to quickly build credibility, trust and rapport with both your colleagues and clients
- Proven ability to control project cost, quality and timeline effectively would be ideal
- Results oriented, resilient under pressure and energetic
- Focused problem solver with the ability to implement pragmatic solutions in a business environment
- Business analysis skills
Seniority level
-
Seniority level
Mid-Senior level
Employment type
-
Employment type
Full-time
-
Industries
IT Services and IT Consulting
Referrals increase your chances of interviewing at geo (Green Energy Options) by 2x
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Customer Experience Manager - 12 month fixed term contract employer: geo (Green Energy Options)
Contact Detail:
geo (Green Energy Options) Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Manager - 12 month fixed term contract
✨Tip Number 1
Familiarise yourself with the specific software tools mentioned in the job description, such as JIRA, Confluence, and Zendesk. Having hands-on experience or even completing online tutorials can give you a significant edge during interviews.
✨Tip Number 2
Research geo's current projects and their SeeZero system. Understanding their products and how they impact customer experience will allow you to speak knowledgeably about how you can contribute to their goals.
✨Tip Number 3
Network with professionals in the energy management sector, especially those who have experience in SaaS businesses. Engaging with them on platforms like LinkedIn can provide insights and potentially lead to referrals.
✨Tip Number 4
Prepare examples of how you've successfully managed customer relationships and project deployments in the past. Being able to share specific stories that highlight your problem-solving skills and ability to drive customer satisfaction will resonate well with the hiring team.
We think you need these skills to ace Customer Experience Manager - 12 month fixed term contract
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in managing software deployment projects and customer-facing roles. Emphasise your familiarity with tools like JIRA, Confluence, and Zendesk, as well as your ability to collaborate with technical teams.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer experience and sustainability. Mention specific examples of how you've driven customer success in previous roles and how you can contribute to the company's mission of creating a sustainable future.
Showcase Your Problem-Solving Skills: Provide examples in your application that demonstrate your ability to solve problems under pressure. Highlight situations where you've successfully managed project timelines and costs while ensuring high customer satisfaction.
Highlight Interpersonal Skills: Since the role requires building strong relationships with clients, make sure to mention your excellent communication skills and any experience you have in developing KPIs and success criteria with clients.
How to prepare for a job interview at geo (Green Energy Options)
✨Understand the Product
Familiarise yourself with the company's home energy management system, SeeZero. Be prepared to discuss how it works and its benefits, as this will show your genuine interest in the role and the company.
✨Showcase Your Project Management Skills
Be ready to provide examples of your experience managing software deployment projects. Highlight specific challenges you faced and how you overcame them, especially in a customer-facing role.
✨Demonstrate Technical Knowledge
Since the role involves liaising with engineering and data science teams, brush up on relevant technical concepts. Mention any experience with tools like JIRA, Confluence, or Zendesk to showcase your familiarity with customer support software.
✨Build Rapport
During the interview, focus on your interpersonal skills. Share instances where you've successfully built relationships with clients or colleagues, as this is crucial for a Customer Experience Manager.