Senior Client Solutions Manager
Job Description
Department: Operations
Reports To: UK Operations Director
Work Location: Chorley - Hybrid
Hours of Work: 37.5
Position Type: Full-Time
Rate Type: Salary
Grade: 6
SUMMARY
We are an innovative and market-leading software & services company based in Chorley serving clients in the utility sector ranging from new entrants to large existing suppliers. We deliver sophisticated software solutions and managed services in a Private Cloud infrastructure, servicing both traditional and modern real-time, smart energy clients.
The Senior Client Solutions Manager is responsible for ensuring assigned customers receive a consistent, high-quality operational service throughout their lifecycle with ESG. Acting as the primary operational and technical liaison, this role combines customer relationship management, service delivery excellence, operational governance, platform expertise, and continuous improvement to maximise customer value and satisfaction.
Working closely with customers and internal teams, you will oversee operational performance, supplier engagement, platform optimisation, change management activity, and service improvement initiatives. The role is critical in developing trusted customer relationships, ensuring service commitments are achieved, and supporting customers in realising the full value of ESG's products and services.
You will collaborate across Product, Engineering, Support, Operations, and Commercial teams, acting as the voice of the customer while driving operational excellence and continual service improvement.
We operate a Hybrid working policy so you will be able to flex between working in the office and your home location to carry out this role, however during your initial training period the need to be in the office with other team members will be essential. Our UK office is based in Chorley, which is where you will be based.
While this position is full-time, we are open to discussing flexible working patterns that accommodate individual needs. If you require flexibility in your work schedule, please let us know during the application process, and we will do our best to accommodate your needs.
POSITION RESPONSIBILITIES
Customer Relationship & Service Management
- Act as the primary operational point of contact for assigned customer accounts, building trusted relationships with operational, technical, commercial, and executive stakeholders.
- Lead regular and operational check-ins to ensure service performance and customer satisfaction.
- Working with the supplier to support the delivery of operational KPIs, risks, and improvement opportunities.
- Champion customer needs across the business to ensure priorities are understood and effectively addressed.
- Support Major Incident Management activities, ensuring effective communication and stakeholder engagement throughout incident resolution.
Platform & Technical Advisory
- Provide expert guidance on platform functionality, configuration, integrations, workflows, and operational processes.
- Support customers with system optimisation, data management, supplier adoption, and best-practice utilisation of ESG solutions.
- Advise customers on product enhancements, upgrades, releases, and new functionality.
- Assist with solution design and requirements gathering to support evolving customer needs.
Operational Excellence
- Drive continuous improvement initiatives to enhance service quality, operational efficiency, consistency, and customer outcomes.
- Coordinate resolution of complex operational and technical issues with Product, Engineering, and Support teams.
- Oversee customer change requests, operational updates, and data amendments to ensure timely and accurate delivery.
- Ensure service level agreements and operational commitments are consistently achieved.
- Analyse trends and performance data to identify risks, opportunities, and improvement actions.
Change Management & Delivery
- Support customer onboarding, implementation activities, and service transitions where required.
- Manage customer-facing changes including integrations, releases, platform enhancements, and new product adoption.
- Coordinate testing activities and support successful deployment of changes.
- Ensure customers remain informed, engaged, and supported throughout change programmes.
Collaboration & Business Contribution
- Build strong partnerships across Operations, Product, Engineering, Support, and Commercial functions.
- Provide customer insight and feedback to support product roadmap development and service enhancement initiatives.
- Support customer retention, renewals, and growth opportunities through strong operational performance and relationship management.
- Contribute to wider operational strategy and continuous improvement programmes across ESG.
ABOUT YOU
You must have:
- Minimum 3–5 years' experience in Energy Customer Operations, Supplier Operations, Pricing, Billing, or a similar operational management environment.
- Experience managing customer relationships and service performance within a technology-enabled business.
- Strong stakeholder management skills with the ability to engage confidently at all organisational levels.
- Excellent verbal, written, and presentation communication skills.
- Strong analytical capability with the ability to interpret operational data and identify improvement opportunities.
- Experience driving operational improvement and customer-focused outcomes.
- Strong organisational skills with the ability to manage multiple priorities effectively.
Desirable:
- Utilities or energy sector experience with an understanding of the UK energy market.
- Experience working with SaaS platforms, cloud-based solutions, or managed service environments.
- Knowledge of supplier operations, pricing, billing, or customer lifecycle processes.
- Experience supporting implementations, platform changes, or system integrations.
- Relevant qualifications in Service Management, Project Management, or Operational Management.
You will be:
- Passionate about delivering exceptional customer experiences.
- Customer-focused with a commitment to service excellence.
- A proactive and solutions-oriented problem solver.
- Confident engaging with both technical and non-technical stakeholders.
- Highly organised, resilient, and adaptable.
- Analytical, commercially aware, and improvement-focused.
- Collaborative and motivated by achieving shared outcomes.
- Able to clearly and concisely communicate complex issues and solutions.
Able to demonstrate ESGs key values of
- Excellence: be accountable to deliver our best
- Passion: show how much we care each day
- Integrity: do the right thing when no one is looking
- Collaboration: work together to succeed together
We welcome diverse people from all abilities, gender identities, ethnicities, ages, sexual orientations, life experiences and backgrounds to join us.
ISO AWARENESS
- Follow IMS Policies
- Reporting of Incidents
- ISO Responsibilities
- ISO Staff Awareness
*For more information on how we process your information please see our privacy notice which can be found on our website https://esgglobal.com/privacy-policy/ *
