Associate Customer Success Manager

London, England, United Kingdom

1/16/2025

Department: Customer Success

Location: London

Description

Energy Aspects is an industry-leading data & intelligence provider for global energy commodity markets. As we continue to expand our presence in this region we are seeking a highly motivated and experienced Customer Success Manager to join our team.

In this role, you will be responsible for managing and nurturing relationships with our regional client base. Your primary focus will be on ensuring the success of our clients by becoming a subject matter expert on Energy Aspects' range of services. You will work closely with internal teams to understand client needs and deliver exceptional service tailored to their requirements.

As an Associate Customer Success Manager at Energy Aspects, you will have the opportunity to work closely with both internal teams and external stakeholders. You will collaborate with our research analysts to provide guidance on how our services can best meet client objectives. Additionally, you will play a key role in driving customer satisfaction by proactively identifying opportunities for growth and expansion within your assigned accounts.


Key Responsibilities

To excel in this position, you should have strong relationship-building skills along with an ability to quickly become knowledgeable about Energy Aspects' offerings. Prior experience or knowledge of the energy commodity markets or experience in Data Analytics would be advantageous. You must also possess excellent communication skills as you'll be responsible for effectively conveying complex information about our services in a clear and concise manner.

• Collaborate with the sales teams during the pre-sales process to ensure smooth onboarding of new users, mid trial check in and if necessary off-boarding process.


• Create and deliver trainings, webinars, and workshops to educate clients on the features, benefits, and best practices of our products/services.


• Conduct regular business reviews with key accounts to identify areas for improvement or expansion opportunities or potential risks.


• Help manage the Customer Success mailbox and co-ordinate client communication and responses.


• Gather feedback from customers on existing products/services and provide input on future enhancements.


• Carry out customer survey programs to gather feedback on client satisfaction, product/service usage, and overall experience with EA.


• Collaborate with cross-functional teams to develop action plans based on survey findings, addressing any gaps or opportunities for enhancing the customer experience.


• Monitor client health indicators regularly and proactively address any issues or concerns.

Skills, Knowledge and Expertise

• Bachelor's degree in a relevant field or equivalent work experience.


• Experience in a customer success, account management, client-facing role or alternatively experience working as an energy commodity analyst (oil, gas, LNG, emissions) with a strong desire for greater client facing engagements.


• A good understanding of customer success principles and best practices.


• Excellent communication skills, both written and verbal, with the ability to effectively convey complex information to clients.


• Exceptional relationship-building skills and the ability to establish trust and credibility with clients.


• Ability to quickly become knowledgeable about Energy Aspects' range of services and effectively articulate their value proposition to clients.


• Strong problem-solving skills with the ability to identify issues, propose solutions, and drive resolution.


• Highly organised with excellent time management skills to effectively prioritize tasks and manage multiple client accounts simultaneously.


• Proactive mindset with a focus on identifying opportunities for growth within assigned accounts.


• Ability to collaborate effectively with cross-functional teams internally as well as external stakeholders.

Desirable skills

• Experience and knowledge of Salesforce.
  
  

Our Culture & Benefits

Welcome to our unique workplace where a passion for our industry-leading product sits at the heart of who we are.

Life at EA is completely eclectic, fostered through the global nature of the business and a real appreciation of the many cultures of our diverse team. We unite as a single, cohesive team through an array of social clubs that cater to a spectrum of interests, from running and yoga to football and culinary adventures. These groups create a collegial and dynamic atmosphere that extends beyond work, promoting a healthy and balanced lifestyle for our team.

Our strategically located offices are all set in prestigious buildings, offering you the convenience of nearby gyms, retail therapy, diverse dining options, and accessible public transport.

Our office spaces are thoughtfully equipped to enhance your day-to-day experience whether working independently or collaborating with teammates. Enjoy the simple pleasures of a freshly brewed coffee, healthy snacks, and a social space for celebratory moments. One of the unique traits of life at Energy Aspects is the way our international colleagues often delight us with treats from around the globe. It's safe to say you'll never go hungry in our offices!

We recognise your contribution with a competitive compensation package that includes annual bonuses, comprehensive private health insurance, and substantial pension contributions. Additionally, we offer company share options, subsidised gym memberships, and a generous holiday policy to support your financial and personal well-being.

Join a company that values your professional growth and personal fulfilment, all within a supportive and engaging environment.