Purpose of job:
Our aim is to become a market leader in the provision of Electric Vehicle charging solutions to Local Authorities and Businesses as part of our strategy to lead the transition to zero carbon.
The goal is to undertake an ambitious electric vehicle charging installation program, deploying high volume and quality EV installations across the nation. Our aim is to make the world a better place, one charge point at a time.
The Account Manager will work within Customer Experience Team, managing Zest’s business customers both pre and post sales, to ensure high customer satisfaction and ensure all contractual elements and on-going queries are well documented and effectively managed. The Account Manager will have overall responsibility for end-to-end Account Management, developing trusted relationships, and proactively managing their workload.
In conjunction with the Project Manager, Operations and Business Development teams, they will provide a seamless transition into BAU and ensure Continuous Improvement throughout the contract cycle. You will play a vital role in maintaining client satisfaction, driving revenue growth, and fostering long term partnerships.
Key Accountabilities:
The role is responsible for the following:
* Develop and nurture strong, long-lasting relationships with customers and wider stakeholders
* Act as a main point of contact for dedicated accounts; reacting to inbound queries and documenting/ managing them through to completion
* Proactively managing the customer accounts in line with contractual obligations including KPIs, finance tracking, project delivery timeliness and any other contractual commitments
* Monitoring charging and utilisation performance and progress using data and CX tickets, and feedback into various teams for improvements
* Proactively seek opportunities for growth, including planning and attending events to enhance customer relationships and wider opportunities for Zest
* Working closely with Project Managers at various hand over points during the projects, and recognise opportunities to enhance delivery, engaging with Marketing and other teams
* Scheduling and facilitating customer meetings with well-prepared status reports/ presentations, including performance data, and Zest and wider EV market updates
* Document and manage all post meeting actions concisely and effectively, highlighting key risks and issues to the Head of Customer Success, and wider business as necessary
* Gather customer feedback and facilitate surveys as directed
* Supporting Zest hub projects and sites by responding to enquiries, supporting community communications and launch events
* Coordinate and manage smaller projects and ‘paid-for solutions’, generating quotes and ensuring Zest delivers quality projects on time and to the agreed budgets
* Plus, any other duties as required by the leadership team.
Key Relationships:
* Internal – Customer Experience (CX), Sales, PMO, Marketing & Operations
* External – B2B Customers, external stakeholders
Knowledge and Skills:
* 3+ years of experience as an Account Manager, Customer Relationship Manager or in a similar role.
* Relationship Management experience
* Excellent people and project management skills
* Strong communication and presentation skills
* Strong analytical and problem-solving skills
* Experience in proactively managing workload and strong organisation skills
* Utilise data driven insights to identify areas for improvement and recommend strategies for account optimisation.
Behaviours:
* Excellent communicator
* Practical problem solver
* Proactive self-starter, who can also collaborate effectively
* Open minded and creative thinker
* Tentative and Reliable
* Focus on quality and strong attention to detail
* Taking ownership and accountability for tasks
* Willingness to learn and develop
Qualifications:
* Experience working in a similar role or environment.
* Ideally educated to degree level (or equivalent)
Zest is an equal opportunity employer, committed to the values and ultimately societal benefits of diversity, equity, and inclusion.
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