Client Account Manager (6 month secondment) in Baildon

Business Context

Switch2 is the UK’s most experienced and capable provider of end-to-end solutions for heat networks. We make a success of heat networks owned by local authorities, housing associations and private developers. We help to optimise energy efficiency, manage renewable energy, and focus on well performing schemes, whilst minimising costs to the resident.

Main Objective

This is an excellent opportunity for a Client Account Manager to join our highly professional team, becoming the voice of Switch2 and the go-to person for our clients to ensure their voice is heard. As a Client Account Manager, you will be primarily focused with being the external face of the business dealing directly with each client within your portfolio, including the key stakeholders and influencers as well as their associated professional teams. This will ensure our ongoing best-in-class service delivery and excellence across their operational schemes and any new projects is effectively maintained. You will be expected to develop a strong working relationship with your clients with the ultimate objectives of protecting existing revenues and realising additional growth through up-selling.

The Role

As a Client Account Manager, your role is pivotal to our organisation's growth and strategic direction, crafting innovative and intricate solutions that align with our clients' needs and exceed their expectations. Your motivation, business savvy, and understanding of the market will guide your pursuit of new business opportunities. You will serve as the primary contact for your client portfolio, fostering enduring relationships and managing the client lifecycle effectively. In a setting that values independence and initiative, you will demonstrate a flexible approach to achieving your objectives. Your ability to solve problems creatively within a team and communicate effectively with client organisations and internal teams at various levels is essential. Ideally, you will have proven experience in selling services within the Metering, Billing, and Communal Heating sectors. You should be adept with industry-standard CRM systems and have a track record of achieving targets. Your grasp of consultative sales processes and management of complex solution deliveries is crucial. You will develop and uphold comprehensive strategic client account plans that generate value for both the client and Switch2.

Main Responsibilities

• Achieving your goals for both contract renewals and sales growth;
• Building and influencing client relationships at senior levels by identifying key business needs;
• Managing your sales opportunity pipeline effectively and creating an accurate forecast;
• Presenting client accounts to your line manager and senior management when necessary, demonstrating control over your portfolio by reviewing client revenues, growth plans, and potential risks;
• Working with internal departments to oversee current client projects, ensuring proper oversight and proactive risk management;
• Ensuring collaboration with Client Service, Operations, and Marketing teams to provide each client with a highly professional and personalized service, emphasizing the integral role of service in the value they receive;
• Holding regular client meetings in accordance with contractual obligations, ensuring the discussions align with the client's language;
• Fully understanding the commercial aspects of each scheme, including contractual terms, financial risks, and contract values;
• Addressing all client-related contractual inquiries, resolving each in an effective, consistent, and professional manner to the client's satisfaction;
• Attending residents’ meetings and forums as needed to assist clients with any issues, including service, system, or product queries requiring detailed explanations;
• Overseeing the project delivery for all schemes within your client portfolio, ensuring full delivery in line with Switch2’s project delivery strategy and the client's requirements;
• Preparing detailed commercial proposals, presenting them to your customer, and managing the tendering process for any new schemes as part of any tender request exercises.

Key Skills And Behaviours Required

• Strong commercial and analytical skills;
• The ability to negotiate with and influence the client and departmental teams to deliver our goal of Customer Service excellence for our clients;
• Ensure that Switch2 Energy’s reputation and Corporate Social Responsibility position is enhanced and always promoted;
• The ability to lead teams and motivate those around you;
• Good writing and oral skills with the ability to draft and deliver documents and presentations to a high standard;
• Excellent communicator with the ability to communicate at all levels of an organisation both internally and externally to develop strong partnerships with both clients and colleagues;
• The ability to identify a sales opportunity, formulate a commercial proposal and close the deal;
• Comprehensive PC Skills including familiarity with the Microsoft Office Package (Excel, Word, Outlook, SharePoint);
• The ability to feedback performance issues associated with internal processes.

Knowledge, Training and Relevant Experience

• Degree educated with a good level of work experience with an understanding of project management;
• A good understanding of a consultancy based or strategic sales process;
• A strong commercial background and acumen with experience of the housing and/or energy sector being an advantage;
• An awareness of Project Management principles and experience of Project Delivery with any project related qualification a distinct advantage;
• Experienced manager in a related industry (preferably communal heating schemes).