In a nutshell, we’re a software company operating in the energy sector. Our world class Software as a Service platform is the go-to option for leading energy suppliers and new market entrants alike. To understand what we do, think about your home. Somebody supplies your energy, and those suppliers are our customers. They need software to manage your account. We provide a wide range of solutions from signing up customers, taking meter readings and generating bills, to the roll-out of smart metering, managing revenue leakage and the interaction with energy comparison sites.

We are based in Nottingham in the UK but are expanding into other territories across the globe. We have just over 200 employees and are one of the fastest growing tech businesses in the country.

Reporting to the Head of Relationships (Central), the Customer Relationship Manager plays an important role in the formation of the Customer Relationship team, building strong relationships with our customers and the wider team in ENSEK, to ensure we deliver an exceptional customer experience. The role is responsible for developing collaborative relationships with our customers to develop a deep understanding of their current business goals and future needs. Building tangible business plans, working with key internal stakeholders to ensure ENSEK deliver excellent service and advice to our customers.

KEY RESPONSIBILITIES:

1. You will develop a deep understanding of the Australian energy industry as well as ENSEK’s software, products and solutions to act as a trusted partner for your customers
2. Build key internal relationships locally and across other regions to create a support network for the relationship team during its infancy
3. Through a customer-centric approach, you will deliver an excellent service to ENSEK’s Australian customers to ensure optimum adoption of software and services
4. Identify and surface customer requirements, translating and prioritising these as delivery plans for the relative cross-functional internal teams including: software engineering, finance, technical support, operations, sales & marketing, L&D, legal and regulations
5. Lead customer engagement through operational calls, executive business reviews and on site meetings (outside of COVID restrictions)
6. Identify and delivery on opportunities for growth within your customer portfolio
7. Liaise effectively with other internal departments to deliver successful outcomes, acting as the internal voice for your customers
8. Recognise and act on any churn potential and proactively escalate to eliminate the risk
9. Be the primary point of escalation for urgent issues and take accountability through to resolution

OTHER RELEVANT DUTIES

1. To cultivate a climate of continuous learning, identifying and implementing ways to improve productivity and quality of ENSEK’s processes and services
2. To maintain a broad understanding of practices and developments relevant to the energy sector and your area of specialism
3. To promote and maintain a positive, results orientated work environment, building partnerships and teamwork across ENSEK

KEY TECHNICAL SKILLS:

1. Proven relationship management experience
2. Maintains an understanding of the Australian Energy market, keeping abreast of industry changes
3. Keeping up to date on the ENESK platform and service offerings
4. Confidently manage stakeholders expectations through excellent communication and negotiation skills
5. Ability to understand and resolve customer issues efficiently and affectively
6. Keen eye for new opportunities within current customer portfolio to enrich existing relationships

KEY PERSONAL SKILLS:

1. Strong communication and interpersonal skills and the ability to build and maintain relationships
2. A problem solver who isn’t afraid to roll sleeves up and get stuck in
3. Customer focused approach, utilising knowledge and experience, demonstrating outstanding levels of diplomacy and tact
4. Strong multi-tasking capabilities with attention to detail
5. Able to problem solve effectively and generate innovative ideas, in turn translating them into practical solutions
6. A flexible attitude and able to thrive in a high pressure environment

Benefits

• 20 days holiday + Bank Holidays
• 9.5% Superannuation