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Customer Success Manager (Remote)

Overview

As a Customer Success Manager (CSM) your main role is to enable Electriphi’s customers to become successful in using our full fleet of energy management solutions and fleet electrification tools all while delivering customer delight and satisfaction.

As a Customer Success Manager (CSM) your main role is to enable Electriphi’s customers  to become successful in using our full fleet of energy management solutions and fleet electrification tools all while delivering customer delight and satisfaction. You will be working with a dynamic and creative team who sets a high bar for innovation and success in a fast-paced and changing environment. We’re looking for a rockstar CSM who is excited to work with customers and SaaS products that are playing a key role in fleet electrification.  You will need a proactive approach to customer interactions, and an eagerness to become the customer's trusted advisor. Though experience in electric vehicles, public/private fleet operations, charging infrastructure and mobility is highly desired, it’s not imperative. Our ideal candidate brings an awesome combination of technical/product sense, business acumen, emotional IQ, willingness to continuously learn and most importantly a customer-obsessed mindset!

Essential Functions include but are not limited to:

  • Coordinate and work with the Implementation team and EVSE manufacturers/partners to ensure seamless onboarding process for each customer and proper charger / vehicle integration into the Electriphi Dashboard
  • Provide comprehensive and consistent communication to customer and all external stakeholders
  • Document all project progress and escalate necessary risks to leadership
  • Play a key role in identifying risks, opportunities and how to maximize value realization.
  • Demonstrate fundamental understanding of Electriphi products and services plus articulate benefits of our solutions to enable customer success
  • Work closely with Sales teams to ensure a seamless Sales to CX transition for new customers and to help with Upsell/Cross-sell opportunities in existing customers
  • Participate in the sales cycle as needed to gather requirements, formulate delivery approach, help develop post-sale engagement plans.
  • Work closely with Product / Engineering to communicate customer needs, pain points and feedback
  • A strong customer service orientation and the ability to form long-term customer relationships

Requirements

Knowledge, Skills and Abilities

  • Experience with SaaS company, electric vehicles, public/private fleet operations, charging infrastructure and/or mobility is preferred
  • Excellent communication and documentation skills
  • Ability to apply project management knowledge to real world scenarios
  • Experience with conflict resolution and addressing client concerns.  Have a ‘Run Towards the Fire” mentality
  • Demonstrated ability to work independently and adapt style to rapid organizational and platform change
  • Exceptional attention to detail
  • Strong organizational and prioritization skills
  • Demonstrated ability to work in a remote work environment

Minimum Qualifications

  • 2+ years in Customer Success, Professional Services, Account Management, Customer Relationship
  • Ability to efficiently manage multiple projects of varying complexity
  • Proven comprehension of technology and ability to speak and understand in technical terms
  • Ability to maintain a professional outlook on difficult situations
  • Willingness to improvise and take ownership of responsibilities "outside of the job description”

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