Customer Success Manager at Proofpoint driving customer success and product adoption in a SaaS environment. Regularly engaging with customers for insights and strategic guidance to maximize effectiveness.
About the role
- Leader for Scheme Delivery team at Octopus Electric Vehicles in London. Oversee team operations ensuring a smooth employer scheme experience.
Responsibilities
- Manage a team of Customer Success Executives within our Scheme Delivery Team providing coaching, conducting 121s, and fostering a high-performance culture focused on accuracy and speed.
- Be an escalation point for the team when handling scheme issues and support requests, ensuring resolutions are fast and fair.
- Identify friction points both internally and externally and work with teams across the business to implement improvements
- Act as a primary point of contact in the team manager’s absence, ensuring our delivery capabilities align with our commercial ambitions.
- Support the team manager in delivering strong performance against team’s KPIs, including scheme satisfaction (CSAT), response/resolution times, and the reduction of inbound contact through better self-service or automation.
- Lead internal projects aimed at improving the B2B2C experience, ensuring Octopus EV remains the "low-effort" provider for their customers.
Requirements
- 4+ years in B2B client-facing roles, with a deep understanding of service delivery and the B2B2C dynamic.
- A deep understanding of service delivery principles.
- Previous experience leading or mentoring a team is highly preferred. You should be someone who enjoys seeing others succeed as much as succeeding yourself.
- A strong grasp of Salary Sacrifice schemes (or the ability to learn it rapidly) and how they impact HR, Finance, and Payroll departments.
- You don’t just fix the problem; you work to identify the root cause. You have a "completer-finisher" mindset and a ruthless eye for detail.
- The ability to translate complex operational issues into simple updates for internal stakeholders and customers.
- Comfortable using data to tell a story, identify trends, and justify changes to our ways of working.
- A genuine passion for sustainability and the transition to EVs.
- A valid UK driving license is preferred.
Benefits
- 💰 Wondering what the salary for this role is? Just ask us! On a call with one of our recruiters it's something we always cover as we genuinely want to match your experience with the correct salary. The reason why we don't advertise is because we honestly have a degree of flexibility and would never want salary to be a reason why someone doesn't apply to Octopus - what's more important to us is finding the right octofit!
- 🎉 Octopus Energy Group is a unique culture. An organisation where people learn, decide, and build quicker. Where people work with autonomy, alongside a wide range of amazing co-owners, on projects that break new ground. We want your hard work to be rewarded with perks you actually care about! 🎁 Visit our perks hub - Octopus Employee Benefits
- 🏆 Octopus Electric Vehicles, part of the Octopus Energy Group, won the Sunday Times best company to work for in 2024. We were named 6th out of the top 100 start-ups to work for by Tempo in 2025 and on Glassdoor we were voted 50 best places to work in 2022. Our Group CEO, Greg has recorded a podcast about our culture and how we empower our people. We’ve also been placed in the top 10 companies for senior leadership
- *P.s.* 🐶 *just to let you know, we are dog friendly company so you may see our 4 legged friends in the offices - feel free to bring yours! Rest assured though, we've taken lots of precautions for those who have allergies*
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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