Customer Experience Manager

Fixed term, maternity cover

Job type:Permanent
Date posted:04/10/2024
  • competitive salary
  • flexible working
  • 25 days annual leave
  • 8% company pension
  • private medical insurance
  • life assurance cover
  • blended home and office working
  • employee assistance programme
  • paid volunteer leave
  • regular social and wellbeing events and much more

To support continued customer growth, we are seeking an outstanding individual to drive success with our clients. The ideal candidate combines strong technical knowledge and commercial acumen alongside project management credentials and the ability to inspire customers.

Our business

geo is creating a sustainable future where homes automatically and seamlessly manage their overall consumption and carbon footprint. In addition to providing management and optimisation systems and data analysis for solar, EVs, batteries and home heating, the company is a leading supplier of in-home displays to the UK Smart Metering programme.

We’re focussed on bringing net zero forward with our ground-breaking home energy management system – SeeZero. We’ve deployed more than 8.5 million devices to date, saving an estimated 7.5 billion kilowatt hours as a result, and the introduction of SeeZero will see that number multiply.

We have a stunning, spacious office on the outskirts of Cambridge. With a flexible approach to working, we offer hybrid working as standard and remote working for those who would prefer to work primarily from home.

We offer the chance to work with talented and passionate people who genuinely care about each other and respect everyone’s role across team and ability. We push for a transparent, supportive environment where you can be comfortable to bring your authentic self to work every day.

Well-being is a big focus at geo and we are continually evolving how we can support our people. We encourage a healthy work/life balance and host a range of well-being activities, initiatives and sessions to support both mental and physical health.

We offer a competitive salary and benefits package, which includes a profit share scheme, 8% contributory pension, 25 days’ holiday plus holiday purchase scheme, life assurance, private healthcare, flexible working hours, enhanced maternity/paternity package, paid volunteer leave, support with relocation, a Cycle to Work scheme and social events.

Job role

To support continued customer growth, we are seeking an outstanding individual to drive success with our clients.  The ideal candidate combines strong technical knowledge and commercial acumen alongside project management credentials and the ability to inspire customers.

Responsibilities include:

 

Implementation

  • Run kick off meetings with new clients to scope out the detail of the project, identify blockers or potential issues and drive excitement in the client for the product and project
  • Be responsible for implementing products with the customer, including defining the configuration, planning the timelines and milestones and problem solving the overall solution.
  • Deliver to business KPIs and ensure customer satisfaction is high

 

Technical Support

  • Set up and run technical support for clients as they go live and use commercial support desk software to manage the customer communication
  • Become an important conduit between the client and technical experts (Data Science and Engineering)
  • Debug and provide initial triage on client issues, solving them if possible or escalating as required

 

Customer Service

  • Build strong working relationships with the main client contacts and key client specialists that support the internal team
  • Work alongside the client to develop KPIs, success criteria and ROI for products and monitor and manage them throughout the lifetime of the contract
  • Manage the invoicing for the clients and be responsible for forecasting end user numbers

 

Team Development

  • Input into the team strategy & plan
  • Become a subject expert in the market

Requirements

  • Experience in managing software related deployment projects and/or software development.
  • Ability to collaborate with engineering and data science teams, resolving customer issues and experience of using JIRA, Confluence and Zendesk (or similar customer support software)
  • Significant experience in a customer facing project management / delivery role
  • Demonstrable experience of working in a SaaS based business and a service sector (Financial, Utility, Telco) business
  • Excellent interpersonal and communication skills
  • Thorough and accurate, with good attention to detail
  • Ability to quickly build credibility, trust and rapport with both your colleagues and clients
  • Proven ability to control project cost, quality and timeline effectively would be ideal
  • Results oriented, resilient under pressure and energetic
  • Focused problem solver with the ability to implement pragmatic solutions in a business environment
  • Business analysis skills
  • Experience in start-up/entrepreneurial environment desirable

Applications

To apply for this position please email your CV and Cover Letter together with your salary expectations and availability to our People Team at recruitment@geotogether.com