**Job Title:** Customer Success Manager
**Company:** Entergy
**Location:** Tauranga, Bay Of Plenty, NZ
**Job Type:** Full-time
**Seniority:** Mid-to-Senior Level
**Years of Experience:** 8
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**Job Description:**
As a leading energy provider, Entergy is seeking a highly experienced and motivated Customer Success Manager to join our dynamic team in Tauranga, Bay Of Plenty. This pivotal role requires a blend of expertise in customer relationship management and a strong strategic mindset to ensure that our customers receive outstanding service and value from our products.
**Key Responsibilities:**
1. **Customer Relationship Management:**
- Build long-term relationships with customers, understanding their unique needs and objectives.
- Act as the primary point of contact for customer inquiries, ensuring concerns are addressed swiftly and effectively.
2. **Customer Onboarding:**
- Lead the onboarding process for new customers, ensuring a seamless transition and adoption of Entergy services.
- Develop tailored onboarding plans that meet customer-specific requirements.
3. **Customer Satisfaction:**
- Monitor customer satisfaction through surveys and feedback mechanisms, using insights to enhance service delivery.
- Proactively identify potential issues or areas for improvement and implement solutions.
4. **Cross-Functional Collaboration:**
- Collaborate with sales, product development, and marketing teams to align customer feedback with strategic initiatives.
- Work closely with technical support and account management teams to address and resolve customer challenges.
5. **Performance Tracking:**
- Develop and maintain key performance indicators (KPIs) to measure success in customer engagement and retention.
- Conduct regular reporting on customer success metrics to stakeholders and suggest improvements.
6. **Training and Development:**
- Organize and facilitate training sessions for customers to help them maximize the value of Entergy's products.
- Stay abreast of industry trends and product knowledge to provide informed recommendations to customers.
7. **Strategic Planning:**
- Identify growth opportunities within the existing customer base and collaborate with sales to pursue them.
- Contribute to the strategic planning of customer success initiatives that align with the company's overall goals.
8. **Advocate for Customers:**
- Represent customer needs and feedback internally to ensure the organization prioritizes their requirements.
- Create a culture within Entergy that values customer feedback and prioritizes customer success.
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**Qualifications:**
- **Education:** Bachelor's degree in Business Administration, Management, or a related field. A master's degree or relevant certification is a plus.
- **Experience:** Minimum of 8 years of experience in customer success, account management, or related roles, preferably within the energy or utilities industry.
- **Skills:**
- **Reliable:** Proven track record of reliability and follow-through in tasks and commitments.
- **Motivated:** Self-starter with a passion for customer service and a drive to exceed expectations.
- **Communication:** Exceptional verbal and written communication skills, with the ability to convey complex information clearly and concisely.
- **Decision-Making:** Strong problem-solving and decision-making abilities to address customer needs effectively.
- **Interpersonal Skills:** Excellent relationship-building skills and the ability to work collaboratively with diverse teams.
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**Working Environment:**
At Entergy, we nurture an entrepreneurial atmosphere, encouraging innovation and the exploration of new ideas, even within our established organization. Our culture thrives on collaboration, creativity, and a shared commitment to excellence.
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**Benefits:**
- Competitive salary with performance-based incentives
- Life insurance
- Vision insurance
- Comprehensive training & professional development programs
- Additional benefits to support work-life balance and wellbeing
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**Application Deadline:** Please submit your application by October 29, 2024.
**Equal Opportunity Statement:**
Entergy is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We welcome and encourage applications from individuals of all backgrounds and experiences.
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If you are a passionate Customer Success professional looking to make an impact and drive customer excellence, we invite you to apply today!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.