Switch2 and 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. The Client Account Manager role is fundamental and completely aligned to delivering Switch2’s strategic business plan.
Main Objective:
This is an excellent opportunity for an ‘Office’ Client Account Manager to join our highly professional team, becoming the voice of Switch2 and the go-to person for our non-strategic clients to ensure their voice is heard. As an ‘Office’ 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.
Your role:
* As an ‘Office’ Client Account Manager, you will be fundamental to the growth and strategic plan of our organisation with the ability to create innovative and complex solutions that meet our client’s needs and their high expectations;
* Your drive, commercial acumen and market knowledge will inform your ability to identify and pursue new growth opportunities for the business;
* Act as the lead point of contact for your client portfolio, building and nurturing long-lasting relationships and effectively manage your client’s lifecycle;
* You will work in an environment that promotes autonomy and initiative, requiring a flexible ‘can-do’ attitude in meeting your targets;
* You will possess creative problem-solving skills in a team environment, communicating clearly and efficiently at varying levels with client organisations and internal teams;
* You will ideally have demonstrable experience of selling services into the Metering, Billing and Communal Heating industry; or be willing to develop in this area;
* You will be familiar with and committed to usage of industry standard CRM systems, having successfully delivered results in a target-driven environment;
* You will have a clear understanding of a consultative selling sales process and delivery management associated with complex solutions;
* You will build and maintain robust client account plans that drive value for both the client and Switch2;
* This is an office-based role initially managing a large portfolio of lower value contracts.
Main Responsibilities
* Hitting your targets for both contract renewals and sales growth;
* Influencing and networking with clients to build relationships at senior levels, identifying priority business needs;
* Effectively managing your sales opportunity pipeline and building an accurate projected forecast;
* Presenting your client accounts to your line manager and senior management teams if required, to demonstrate you have control of your portfolio - reviewing client revenues, growth plans and any client risks;
* Align with internal departments to review client’s current projects to ensure oversight and proactively work with other teams to manage risk;
* Collaborate with Client Service, Operations and Marketing teams to ensure each client is provided with a highly professional and personalised service, which perceives that service is an integral component of the value they receive;
* Conduct regular client meetings in line with the contractual obligations, ensuring meetings and agendas are speaking the language of the client;
* Fully understand the commercial aspects of each scheme including the contractual terms and conditions, financial risk and contract value;
* Handle all client related contractual queries that are raised ensuring that each is resolved in an effective, consistent and professional manner and to the satisfaction of the client;
* Where necessary, attend residents’ meetings and forums to support your clients with any issues that they may have including any service, system or product related queries that have been raised and require a more detailed explanation;
* Oversee the project delivery of all schemes which fall into your client portfolio ensuring that they are delivered in full and in accordance with Switch2’s defined project delivery strategy and the client’s requirements;
* Compile detailed commercial proposals and present these to your customer and where necessary manage the tendering process as part of any tender requests exercise for any new schemes that they have within their portfolio.
Key Skills and Behaviours Required
* Strong commercial and analytical;
* The ability to negotiate with and influence the client and departmental teams to deliver our goal of Customer Service excellence for our clients and more importantly their;
* 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 developer 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 the familiarity of the Microsoft Office Package (Excel, Word, Outlook, SharePoint) the ability to feedback performance issues associated with internal
Knowledge, Training and Relevant Experience to do the job
* Degree educated with a good level of work experience with an understanding of project;
* An 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;
* Experienced manager in a related industry (preferably communal heating schemes).
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