Head of Customer Account Management and Support, Zenobē
Offers up to 33% annual bonus
Battery storage operator
Be an early applicant
Battery storage operator
201-500 employees
Be an early applicant
Offers up to 33% annual bonus
201-500 employees
Company mission
To make clean power accessible across the world.
Role
Who you are
- We realise that certain groups of people are less likely to apply for a role if they don’t meet 100% of the job requirements. To be absolutely clear: if you like the look of this job and think you could do it well, we encourage you to apply with a CV that highlights your transferable skills and experience
- Above all, Zenobē is looking for collaborative, flexible, empathetic people who are interested in creating and promoting practical routes to a zero carbon world
- Minimum of 5 years in customer account management or customer support leadership roles, preferably within the energy or electric vehicle industry
- Proven experience managing and growing high-performing customer-facing teams
- Strong background in customer service and support management
- Familiarity with energy solutions, electric vehicles, and related technologies is highly preferred
- Exceptional leadership and team management skills, with a track record of building and nurturing high-performing teams
- Excellent communication and interpersonal skills, capable of influencing both internal teams and external clients
- Analytical mindset with a data-driven approach to decision-making and problem-solving
- Strong project management and organizational skills, with the ability to manage multiple priorities in a fast-paced environment
- In-depth understanding of CRM software, customer support systems, and relevant technologies
- Ability to thrive in a dynamic and evolving industry, with a passion for sustainability and innovation
What the job involves
- We are seeking a dynamic and experienced Head of Customer Account Management & Support to lead our customer-facing teams in delivering exceptional service and ensuring that our clients are fully supported throughout their journey with us
- This leadership role will focus on overseeing the customer account management and support functions for both energy and EV solutions, with a strong emphasis on customer satisfaction, retention, and growth
- The ideal candidate will be passionate about providing a top-tier customer experience and fostering long-term relationships, while collaborating cross-functionally to drive business success
- With continued focus on Global expansion, Zenobe now require a new role to help lead the customer strategy for Global Support, leveraging centralised services and deploying suitable in country roles
- Lead and develop a high-performing Customer Account Management and Support team focused on delivering an outstanding customer experience across all touchpoints
- Design and execute the strategy to grow and retain customer relationships, ensuring consistent and seamless experiences throughout the customer lifecycle
- Collaborate with senior leadership and other departments to align customer strategies with broader business goals, driving customer loyalty and satisfaction
- Lead the team in handling escalated issues, providing solutions to complex or high-priority concerns related to EV products and services
- Monitor customer satisfaction metrics, conduct regular check-ins, and implement strategies to ensure high levels of engagement and retention
- Guide the development and optimization of processes for onboarding, billing, service inquiries, troubleshooting, and renewals
- Build and nurture a customer support team capable of resolving technical and non-technical issues promptly and professionally
- Ensure timely and effective issue resolution through both remote or arrange site attendance for electrical or problem resolution
- Provide feedback to internal product and service teams based on customer insights to enhance service offerings and improve customer satisfaction
- Define long term support strategy for 24x7x365 Level One Technical Support, required to speak multiple languages
- Support the design, implementation and process documentation for Incident Management for Zenobe Customers and the Zenobe Business
- Lead, mentor, and inspire a growing team of customer account managers and support specialists to deliver results while fostering a culture of accountability, professionalism, and empathy
- Drive the creation of training programs to enhance team knowledge and technical expertise in energy products, EV solutions, and customer service best practices
- Work closely with Sales, Marketing, Operations, and Product teams to ensure a seamless experience for customers from initial contact through ongoing service
- Track and report on key customer metrics such as retention rates, customer satisfaction scores (NPS), and overall account growth
- Analyze trends and feedback to identify opportunities for process improvement, ensuring the long-term success of customer relationships
- Provide regular insights to senior leadership on customer sentiment, account health, and opportunities for upselling or cross-selling
- Support with the commercial and financial management of the customer account in line with contractual agreements
- Ensure profitability maintained by cost effective management of third-party partners & supplier
- Work with Commercial and other Heads of to ensure service delivery meets expectation and any service issues are contractually resolved
- Build a good working knowledge of our commercial agreements, liabilities, accountabilities and reporting requirements
Application process
- Contact: Bryony Parkin
Salary benchmarks
Our take
Working towards building a net-zero society, Zenobē Energy owns and operates stationary battery storage assets. Its circular battery economy model is transforming the way businesses use power in order to reduce costs and carbon emission, protecting the environment.
The company, whilst a market leader in battery storage, has also become central in the electric vehicle fleet market, with an estimated 25% market share of the UK operational EV bus sector. Working with bus operators including National Express and Stagecoach, Zenobē is aiding the rapid uptake of EV buses, thereby ensuring that legally binding climate change targets are being met.
Previous funding rounds enabled the acceleration of the UK’s transition to a green road transport system. In 2024, Zenobē secured debt funding from Natwest, Siemens Financial, and Rabobank among others to support its ambitious decarbonisation projects in Scotland.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 5 rounds)
Sep 2023
$1.2bn
GROWTH EQUITY VC
Oct 2021
$3.3m
GRANT
Total funding: $1.5bn
Company benefits
- 20% annual bonus for being awesome
- 25 days holiday, plus bank holidays
- Private Medical Insurance, for you and the family
- £1500 training budget per year, to ensure you grow as we do
- EV Salary Sacrifice Scheme
- Pension scheme
- Plus more
Company HQ
London, UK
Leadership
James Basden
(Founding Director)Previously served as a Partner of Global Head of Utilities & Infrastructure for Oliver Wyman, Founding Director for Corven, Non Executive Chairman for Caterham Cars, CEO for Lotus Cars Europe, and as a Managing Associate for CSC Index.
Nicholas Beatty
(Founding Director)Previously founded Oceansports Ltd. Experience as a Senior Advisor for Oliver Wyman and Corven, Head of Corporate Finance for BNP Paribas and Director of Corporate Finance for Hambros Bank.
Steven Meersman
(Founding Director)Previous experience as a Project Manager for Oliver Wyman, Global Head of Deals Desk of Puma Energy for Trafigura, Business Development and Technical Analyst for AES Energy Storage, and as Marketing and Technical Director for J Technics.
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