Senior Client Solutions Manager

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

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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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…