Mark Leonard
Strategic Customer Success Manager @Zenergi
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WORK HISTORY
Strategic Customer Success Manager @Zenergi
Key Responsibilities:• Build and maintain strong customer relationships with a portfolio of strategic clients, serving as their primary point of contact and trusted advisor.• Develop and execute strategic account plans to ensure client success, drive product adoption, and identify opportunities for expanded use of services.• Manage the full customer lifecycle from onboarding and implementation to renewals and expansion, ensuring timely contract renewals and identifying upsell/cross-sell opportunities.• Analyse customer data and market trends to identify opportunities for sustainability, cost-saving, and performance optimisation.• Develop and present tailored strategic energy management and customer success plans to clients, outlining recommended actions, targets, and timelines in alignment with their business objectives and regulatory requirements.• Serve as the \"voice of the customer\" by collaborating with internal technical experts, product owners, and support teams to provide comprehensive solutions and influence future product roadmaps.• Proactively identify and resolve client issues, escalating as necessary to ensure exceptional customer service and satisfaction.• Track and report on key performance metrics, providing regular updates to both clients and internal stakeholders on progress and achievements.
EDUCATION
Canterbury Christ Church University
HND, Computing
SKILLS
ABOUT MARK LEONARD
I am and experienced and accomplished Strategic Customer Success Manager, with a proven track record of owning, managing, growing and nurturing strategic account relationships. My career experience is wide ranging, typically within Managed Services, in particular technology (IaaS, networks and comms, security, hosting) and energy and utilities (procurement, compliance, Net Zero and energy and decarbonisation).My experience extends to management and leadership, with prior roles in technical and delivery operations management, and Customer Success leadership. With this combination of leadership and hands-on strategic account management, my strength lies in defining, adopting and promoting a best-in-class operational framework. I champion knowledge sharing, with a keenness to adopt, contribute to and develop a high-performance culture, building an operational framework that encourages continuous improvement and empowers my peers to grow, through mentorship and collaboration. I am adept at understanding business needs and strategy across a wide range of sectors, with an ability to both advocate for the customer and seek opportunities to increase customer service adoption.I consider myself a data-driven professional, with a keen interest in analysing and leveraging data to identify strategic opportunities—be they operational, relational, or commercial. However, I am equally confident in using my seasoned judgment and understanding of client relationships to navigate challenges and drive success, even in the absence of tangible data.
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