Customer Success Manager

Summary

Join ChargePoint, a leader in the EV charging industry, and contribute to building a sustainable future. As a Customer Success Manager, you will provide strategic leadership and direction for enterprise-level support and service activities. You will develop support delivery strategies, processes, and escalation procedures. You will liaise between customers and various internal teams to identify opportunities for improvement and cost reduction. You will also manage and develop personnel to ensure efficient operations. This role requires strong customer relationship management skills and a focus on customer satisfaction.

Requirements

• 3-5 years of experience in sales, account management, or customer success
• Excellent written skills
• Exceptional verbal phone communication
• US Remote

Responsibilities

• Provides strategic leadership and direction for the delivery of enterprise-level support and service activities for company products and services
• Develop support delivery strategy and related processes, escalation procedures and training
• Liaises between customers and technical support, product development, sales and field service to identify opportunities for support delivery improvements, cost reduction and value-add to the customer/client
• Selects, develops and evaluates personnel to ensure the efficient operation of the function
• Act as trusted adviser and escalation point
• Advocating internal customer escalations from other departments: Support, Billing, Product, Legal, and Sales
• Responsible for customer satisfaction and working diligently to create promoters and loyal customers willing to purchase additional services, spread positive word of mouth, and act as willing references
• Provide an unequaled customer experience for your accounts and function as the customer advocate and owner of all matters related to your customers
• Perform monthly check-ins with primary accounts
• Create and deliver monthly digital outreach notices to existing customers
• Penetrate account and develop a trusted advisor relationship with key customer stakeholders, C-level executives, and executive sponsors
• Meet renewal, retention, growth and other account targets
• Identify, communicate, and mitigate account risks
• Be their customer’s advocate and “voice” within ChargePoint
• Successfully triage priorities and effectively adapt to ensure customer value is assured

Preferred Qualifications

Bachelor’s degree preferred