Client Success Representative

ENGIE Impact partners with companies to accelerate decarbonization efforts worldwide. ENGIE Impact’s comprehensive engagement model goes from strategy to implementation including data excellence and digital tools, project delivery expertise, and financing support. An authentic long-term partner, ENGIE Impact establishes credible paths to hit difficult carbon reduction metrics while sharing commitments and accountability across portfolios. With 20 offices worldwide and headquarters in New York City, ENGIE Impact today has a portfolio of over 1,500 clients, including 25% of the Fortune 500 Companies.

ENGIE Impact is part of the ENGIE Group, a global leader in the transition toward a carbon-neutral economy through reduced energy consumption and more environmentally friendly solutions.

The Role:

Independently establish and maintain strong business relationships with a designated portfolio of clients within a high-volume product family. Resolve escalated client issues and proactively identify opportunities to better serve clients. Will serve as liaison between internal team personnel and client for all invoice management activities. 

Role Responsibilities:

• Establish and maintain strong client relationships. 

• Effectively resolve escalated client issues with minimal guidance from supervisor with both the company and client in mind. 

• Provide feedback and guidance to vertical team members in support of client needs 

• Translate customer needs to internal vertical team members and other teams including but not limited to Finance, IT, Procurement 

• Responsible for technical support including web training, reporting, and questions from internal and external stakeholders. 

• Organize and lead conference calls both internally and externally. 

• Participate and answer questions during the client on-boarding process. 

• Contribute to Quarterly Business Reviews for clients. 

• Provide clients with data insight through invoice. 

• Maintain internal information databases and SharePoint sites in order to effectively serve our clients. 

• Participate in and assist with client tours. 

• Maintain current day-to-day service deliverables, while assessing client needs for up sell opportunities. 

• May support clients through the billing process during challenging business changes while maintaining a balance of client and company needs. 

• Facilitate and follow through to completion any modification requests to internal client data.  

• Provide guidance and leadership to other team members, including technical training and feedback, and client management coaching. 

• Backup team members to achieve team goals as needed. 

• Perform other job duties as assigned. 

Experience:

• 2 or more years of customer-related work experience; prefer business-to-business experience 

• May consider a combination of relevant experience with educational and other skills and abilities in lieu of educational requirements 

Education:

• High School Diploma or equivalent required 

• Bachelor's Degree preferred  

Skills and Abilities:

• Demonstrated ability to effectively communicate with all levels of internal and external personnel and adapt to audience  

• Professional and collaborative interpersonal skills 

• Must be able to effectively problem solve with little guidance  

• Must have strong computer skills, including MS Office Suite and Internet 

• Anticipate the needs of clients 

• Ability to represent the company professionally both in person and through communication  

• Ability to learn ENGIE Impact’s full suite of services within six months. 

• Demonstrated polished presentation skills 

• Ability to manage multiple priorities and activities for clients 

• Must be able to quickly learn reporting platforms and files including GL, CET, and custom accrual files  

• Team player, detail oriented, dependable and adaptable 

• Must be flexible with schedule and available to work extended hours to support team and client goals as needed 

• Able to review and understand client contracts to ensure services are being met 

• Must demonstrate effective leadership to teammates  

• Must be able to adapt to change easily 

• Strong verbal, written and interpersonal skills. 

• Experience with Microsoft Office suite of products 

Work Environment: 

• Work schedules are determined by business need and manager discretion; full time employment is considered 40 hours per week
• Health & Safety Working Requirements
  • Adequate working surface (can fit two monitors, a keyboard, mouse, and docking station)
  • Adjustable ergonomic chair
  • Proper Lighting
  • Heating, air conditioning and ventilation to create a comfortable environment
  • Appropriate internet and bandwidth to conduct business
• Incumbent may be exposed to frequent noise caused by telephones, office machines, and nearby oral communications among fellow employees
• As a global organization, attending meetings and events during early mornings and evenings may be required

REQUIRED PHYSICAL ACTIVITIES:

• Ability to bend, stoop, reach, stand, move from one area of the building to another on a regular basis, sit and use a computer for a long period of time
• Manual and physical dexterity needed to operate a computer keyboard and handle paper documents
• Adequate hearing and verbal abilities to communicate effectively in person, by telephone, and by video call
• Sufficient near vision acuity to read information appearing on computer display screen, in handwritten forms, and printed on paper
• Ability to lift and carry a stack of forms and documents weighing up to 15 pounds
• The ability to alternate between sitting and standing is present when a worker has the flexibility to choose between sitting or standing as needed when this need cannot be accommodated by scheduled breaks and/or lunch period.
• Entering text or data into a computer or other machine by means of a traditional keyboard. Traditional Keyboard refers to a panel of keys used as the primary input device on a computer, typographic machine or 10-Key numeric keypad.
• The ability to hear, understand, and distinguish speech and/or other sounds (e.g., machinery alarms, medical codes or alarms) in multiple forms; in person speech; telephone, other remote speech
• Clarity of vision at approximately 20 inches or less (i.e., working with small objects or reading small print), including use of computers.

Benefits at ENGIE Impact:

At ENGIE, our goal is to support, promote, and thrive on diversity, equity, and inclusion.  We do so for the benefit of our employees, customers, products and services, and community.  ENGIE is proud to be an equal opportunity workplace, and we are firmly committed to creating an equitable and inclusive environment for all employees.

We are committed to providing employees with a work environment free of discrimination and harassment.  All employment decisions at ENGIE are based on business needs, job requirements, and individual qualifications.  ENGIE is committed to providing equal employment opportunities regardless of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship, age, sex or gender (including pregnancy, childbirth, and related medical conditions), gender identity, or gender expression (including transgender status), sexual orientation, marital status, civil union, or domestic partnership status, military service or veteran status, physical or mental disability, protected medical condition, genetic information, or any other legally protected category (referred to as “protected characteristics”) as defined by applicable federal, state or local law in the locations where we operate.

The pay range for this role is: $23.12-$34.68

Pay range is based on several factors and may vary in addition to a full range of medical, financial, and/or other benefits. Final salary and offer will be determined by the applicant’s background, experience, skills, internal equity, and alignment with geographical market data. This position is eligible for our comprehensive and competitive benefits package including medical, dental, vision, and basic life insurance. Additional ENGIE benefits include a 401k plan, paid time off.  ENGIE complies with all federal, state, and local minimum wage laws.