Head of Customer Account Management and Support (m/w/d)

Job Description

Our mission is to make clean power accessible, to accelerate the shift to zero-carbon power and transport around the world. We are passionate about making a positive impact on communities and the environment where we work.

We’re designing, financing, building and operating the world’s most sophisticated battery systems to enable the take up of more renewable power, electrifying fleets for cleaner air, and providing clean, portable power including repurposed electric vehicle batteries. Our proprietary software and data analysis optimises operational performance for our customers to reduce emissions and costs.

Since we began in 2017, we’ve raised over £2 billion in debt and equity funding and transformed it into >1GW of grid-connected batteries live or under contract and c.2,000 electric vehicles supported. We have operations in the UK, Australia, New Zealand and Benelux, the USA and a global headquarters in London.

We’re the leading owner and operator of battery storage in the UK, supporting the National Grid with the uptake of renewable power. We also work with c.90% of the UK's major bus companies, powering 25% of the UK e-bus market. We’re also the number one owner and operator of e-buses in Australia and New Zealand, and are quickly expanding into light commercial vehicles and trucks. Our rapidly growing company is looking for highly talented and motivated people to join us.

The Opportunity

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.

A Taste of the Day to Day

Leadership & Strategy

• 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.

Customer Account Management

• 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.

Customer Support Excellence

• 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

Team Development & Collaboration

• 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.

Analytics & Reporting

• 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.

Commercial & Financial

• 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

Health and Safety

• Actively contribute to Zenobe's commitment to health and safety, wellbeing and sustainability by; integrating these principles into daily responsibilities, ensuring a safe and supportive work environment, promoting both the physical and mental health of self and colleagues, and adopting sustainable and energy-efficient practices to minimize environmental impact. By doing so, each employee at Zenobe plays a vital role in fostering a culture that prioritises overall safety, holistic wellbeing, environmental sustainability in our business operations.

What We’re Looking For

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.

Experience

• 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.

Skills & Competencies

• 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.

Working at Zenobe

We’re passionate about sustainability and are proud to offer Team Zenobē a pioneering and collaborative working environment. We encourage our people to take ownership of their career progression and celebrate those that can think outside the box.

If you’d like to join our community of likeminded people hit the apply button now, we’d love to hear from you!

What We Offer

Charge your career at Zenobē and receive

• Up to 33% annual bonus for being awesome
• 25 days holiday, plus bank holidays
• Private Medical Insurance
• £1,500 training budget per year, to ensure you grow as we do
• EV Salary Sacrifice Scheme
• Pension scheme, up to 8% matched contributions
• Enhanced parental leave
• Cash back health plan
• Plus more

Lots of our people work flexibly in many different ways, including part-time, flexitime and hybrid working. We can’t promise to give you exactly what you want, but please talk to us about the flexibility you need and let’s see how we can make it work.

Our Approach to Diversity and Inclusion

Our people are our strongest asset and the key determinant of our success, and we value a range of skillsets and perspectives. As an equal opportunity employer, we do not discriminate on the basis of any protected attribute. We work to provide equal opportunities and an inclusive work environment, where everyone is fairly treated in the application process and through their career at Zenobē. If there are any adjustments that would help improve your experience with Zenobē, please let us know when you apply.