Account Manager

The Account Manager will work within Customer Experience Team, managing Zest’s business customers both pre and post sales, to ensure high customer satisfaction and ensure all contractual elements and on-going queries are well documented and effectively managed. The Account Manager will have overall responsibility for end-to-end Account Management, developing trusted relationships, and proactively managing their workload.

In conjunction with the Project Manager, Operations and Business Development teams, they will provide a seamless transition into BAU and ensure Continuous Improvement throughout the contract cycle. You will play a vital role in maintaining client satisfaction, driving revenue growth, and fostering long term partnerships.

• Act as a main point of contact for dedicated accounts; reacting to inbound queries and documenting/ managing them through to completion
• Gather customer feedback and facilitate surveys as directed
• Supporting Zest hub projects and sites by responding to enquiries, supporting community communications and launch events
• Taking ownership and accountability for tasks
• Working closely with Project Managers at various hand over points during the projects, and recognise opportunities to enhance delivery, engaging with Marketing and other teams
• Proactively managing the customer accounts in line with contractual obligations including KPIs, finance tracking, project delivery timeliness and any other contractual commitments
• Scheduling and facilitating customer meetings with well-prepared status reports/ presentations, including performance data, and Zest and wider EV market updates
• Develop and nurture strong, long-lasting relationships with customers and wider stakeholders
• Monitoring charging and utilisation performance and progress using data and CX tickets, and feedback into various teams for improvements
• Document and manage all post meeting actions concisely and effectively, highlighting key risks and issues to the Head of Customer Success, and wider business as necessary
• Coordinate and manage smaller projects and ‘paid-for solutions’, generating quotes and ensuring Zest delivers quality projects on time and to the agreed budgets
• Utilise data driven insights to identify areas for improvement and recommend strategies for account optimisation.

• Strong analytical and problem-solving skills
• Ideally educated to degree level (or equivalent)
• Experience working in a similar role or environment.
• Proactive self-starter, who can also collaborate effectively
• Excellent people and project management skills
• Strong communication and presentation skills
• Experience in proactively managing workload and strong organisation skills
• Excellent communicator
• Practical problem solver
• 3+ years of experience as an Account Manager, Customer Relationship Manager or in a similar role.
• Internal – Customer Experience (CX), Sales, PMO, Marketing & Operations
• Open minded and creative thinker
• Tentative and Reliable
• Relationship Management experience