At a Glance
- Tasks: Lead a team to deliver exceptional customer experiences and drive portfolio growth.
- Company: Join a dynamic company focused on customer success in the EV sector.
- Benefits: Competitive salary, professional development, and a vibrant work culture.
- Other info: Thriving in a fast-paced environment is key for success.
- Why this job: Make a real impact by shaping customer relationships and driving innovation.
- Qualifications: 7+ years in customer-facing roles with enterprise B2B experience.
The predicted salary is between 40000 - 50000 £ per year.
We’re looking for an Onboarding Executive to join our London-based Customer Success team.
Key Responsibilities
- Provide leadership to a team of account managers, to ensure they deliver exceptional customer experiences and meet their performance goals.
- Support your team’s personal development by identifying and delivering relevant training, and developing skills development frameworks.
- Using your experience, actively coach your team to deliver mutually beneficial outcomes.
- Instil classic enterprise account management practices within the team, including comprehensive joint account planning, stakeholder mapping, and multi-contact relationship building.
- Partner with your team to drive portfolio growth by identifying and unlocking expansion and other growth opportunities.
- Oversee commercial risk, navigate complex negotiations, and develop bespoke retention and commercial optimisation strategies.
- Build strong relationships with senior stakeholders within key accounts, acting as a senior escalation point.
- Build and deliver a long term plan for your team and customer portfolio, aligned with Octopus EV’s goals.
- Develop a scalable, repeatable playbook for your team to deliver and demonstrate significant value to both the customer and Octopus EV.
- Stay up-to-date with industry trends, best practices, and competitor offerings.
- Establish and monitor KPIs to measure team and individual performance.
- Generate insightful reports on customer success metrics, presenting findings, recommendations and regular updates to senior leadership.
- Analyse customer feedback and trends to identify and implement areas for improvement, and iterate your team’s playbook.
- Be the internal champion and voice of our largest customers, collaborating with internal teams to effectively resolve issues, integrate customer feedback into product development and service enhancements.
Requirements
- 7+ years of commercial, customer-facing experience, including extensive experience with high-value, enterprise-sized B2B customers, and managing multi-tier, senior level relationships.
- To be a passionate, energetic and positive leader, having led a high-performing account management team or similar.
- Deep experience implementing classic account management disciplines, developing an account management playbook and building out a multi-year team strategy.
- Advanced commercial acumen, with a background with contract negotiations, and commercial risk mitigation and optimisation.
- Strong coaching and influencing skills, with the presence and communication style required to hold senior customer and internal relationships confidently under pressure.
- A ‘start up’ mindset, thriving in fast-paced high-growth environments, and navigating change and productive chaos with ease. Capable of thinking several steps ahead, and implementing the necessary shifts to maintain team effectiveness during rapid scaling.
- Knowledge of employee benefits, salary sacrifice or having worked with another employee-facing service or product is highly advantageous. Prior automotive/EV leasing experience is not required.
Enterprise Account Management Lead employer: NextGenEnergyJobs
NextGenEnergyJobs is an exceptional employer that fosters a collaborative and innovative work culture, perfect for those passionate about driving change in the home energy sector. With a strong emphasis on employee growth, we offer ample opportunities for professional development and mentorship, ensuring that our team members thrive in their roles. Located in a vibrant area, we provide a dynamic environment where your contributions directly impact our mission to create sustainable energy solutions.
StudySmarter Expert Advice🤫
We think this is how you could land Enterprise Account Management Lead
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at NextGenEnergyJobs. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like NextGenEnergyJobs before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Enterprise Account Management Lead
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to NextGenEnergyJobs:Your cover letter is your chance to shine! Tell us why you want to work at NextGenEnergyJobs specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at NextGenEnergyJobs!
How to prepare for a job interview at NextGenEnergyJobs
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
