SaaS Client Relationship Executive

Want to delight B2B clients while tackling climate change? Join Guru’s mission.

Do you light up when solving clients’ problems and helping them succeed? Are you curious about how data and technology and the internet of things can transform systems?

At Guru Systems you can be part of a team developing heat network, metering and billing technology that is radically reducing carbon emissions and making energy systems more transparent and lower cost for society.

About the role

Your mission is to build robust relationships with Guru Systems’s key SaaS clients; housing associations, councils, metering and billing and energy service (ESCo) companies. This will be achieved by understanding their drivers through regular engagement in video and face to face meetings and phone contact with support from the COO and Sales team.

You will act as the client advocate within Guru. You will ‘own it’, delivering through other teams to resolve client queries and action software feature requests that arise through regular meetings that you lead. You will have sufficient expertise and resilience to resolve client escalations.

With a consultant mentality, you will handhold our clients as they utilise our software to ensure they get best value from their subscription and to avoid churn, signposting them to other teams and colleagues as needed. You will work closely with and need to be able to influence most teams across Guru: Support, Sales, Finance, Product, and Site Delivery.

You will onboard sites, ensuring we have contractual and purchase order coverage before providing access to Guru Systems’ software services. You will be focused on maximising our SaaS revenue by working with Finance to ensure all services for your clients are accurately billed.The nature of the role will mean managing many small and competing tasks, and it requires ruthless efficiency and is suited to someone who enjoys detail. We will need you to deliver quality whilst balancing this with thinking big and
getting things done. It is suited to someone who is primed to identify improvements in ways of working and will fully embrace available tools and trackers to work smarter. We are looking for someone who relishes this challenge.

The role is suited to a proactive self-starter who is tenacious, has excellent attention to detail, and is reliable and effective in their client relationship management. They will be a trusted pair of hands that is trusted by our clients. As Guru Systems is a SaaS SME, this is a hybrid role combining elements of Client Relationship, Customer Success, and Account Management. You will be part of the Client Services team which encompasses the Support desk. The role reports to the Chief Operations officer.

Essential skills

• Experience with B2B clients
• Software as a Service (SaaS) experience
• Exceptional organisational skills, adept at prioritising competing priorities and meeting deadlines
• Ability to deliver through others and work effectively across teams
• Excellent listening skills and ability to build strong relationships with clients
• Excellent verbal and written communication skills
• Excellent problem-resolution skills and ability to handle client escalations
• Proactive and happy to work autonomously

Desired skills

• Have worked in heat networks or a related sector such as low carbon heat, energy, networks, utilities or with housing associations, councils and energy service (ESCo) companies
• A high-level understanding of wireless networks, internet of things devices or data analytics
• Experience delivering client training, ideally on SaaS products
• Understanding of information security and GDPR

What we offer

At Guru our Company Values and behaviours are: Own it, Make a difference, Be true, Think big, Be Inclusive and Help each other.

Health and wellbeing benefits at Guru are:

• Private Medical Insurance with Aviva on passing probation (which includes dental and optical benefits)
• 5% pension with Royal London matched by Guru
• 1 added annual leave day from year 2 (capped at 5 days)
• Hybrid & flexible working
• Work from anywhere in the world 4 weeks of the year
• Personal development budget of £1500 per year
• Quarterly company social
• Quarterly team social
• Cycle to work scheme
• Perkbox with Employee Assistance Programme
• 2 Volunteering days annually

Hybrid working at our London Bridge office twice a week.

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