The Director, Customer Success will oversee the team responsible for serving EV Connect’s client base and ensuring those clients are fully satisfied throughout the customer journey and optimized for growth. The Director will do so by creating the construct of an easily repeatable process as well as account mapping identifying areas of growth and product usage optimization. In addition to overseeing the team, s/he will lead by example, which means s/he will work to identify, develop, and engage strategic corporate relationships highlighting the value EV Connect can bring beyond the existing deployment. These relationships may be specific to a particular location or corporate wide. 

Duties and Responsibilities: 

·       Oversee the team which owns the customer relationship value chain both pre-and post-sale, including onboarding of the client, issue resolution, retention and account growth

·       Work in close collaboration with the account owners to provide essential support to the accounts in order to boost usage and customer satisfaction

·       Drive utilization to upsell current accounts (incremental stations and premium SaaS offerings)

·       Serve as client point of contact for larger or more strategic accounts, with an ability to map accounts and engage those accounts at a senior level

·       Meet or exceed the team’s annual upsell and renewal revenue targets

·       Use team metrics, surveys, and other tools to measure customer satisfaction and drive success

·       Work with internal stakeholders to develop scalable processes to increase reach and frequency of touchpoints

·       Based on feedback loop, work with development teams to create sticky product enhancements

·       Identify gaps in the customer journey and develop and implement strategies and procedures to eliminate the gaps

·       Take responsibility for setting the foundation for results-driven successes with new and existing clients

·       Reach out proactively to customers to discuss and implement additional improvement ideas based on customer data analysis

·       Work with the Account Managers to actively map various parts of the organization and have a champion within each

·       Understand incentive program funding opportunities and implement reach-out campaigns to increase revenue

·       Act as the escalation point of contact for account managers dealing with site hosts retention issues post-implementation

·       Identify and act upon “at-risk” accounts to ensure retention

·       Proactively engage with other internal departments, including Sales, Deployment Ops, Finance, and Marketing to ensure smooth and effective processes  

·       Successfully tracks, reports, and presents, appropriate metrics; develops data-driven plans to ensure alignment to business objectives 

 Qualifications:

·       3 – 10+ years of overseeing an account management or customer success team

·       3 – 10+ years serving as lead point of contact for company’s most important and strategic clients

·       Creativity, vision and strong business acumen give you the ability to connect the dots – bring technology and business needs together to ensure effective execution by the team

·       Ability to think and act strategically, with experience in strategic account planning and execution against such plans a plus

·       Must be able to communicate and interact effectively with multi-functional teams, and across all levels within an organization

·       Experience utilizing various CRM tools to track and document activities, with HubSpot experience a plus

·       Able to multi-task in a fast-paced, entrepreneurial culture

·       Ability to travel nationally on occasion as needed

·       Undergraduate degree or equivalent preferred

·       Experience in corporate sustainability initiatives, solar, energy efficiency, electric vehicle charging, vehicle, or the automotive, energy or transportation sectors, is a plus

·       A passion for environmental issues, or electric vehicles, alternative fuels, and/or clean transportation in particular, is a plus

About EV Connect:

EV Connect is on a mission to build a better planet by enabling electricity as a transportation fuel. Through its innovative and open charging platform, EV Connect simplifies the set-up, management, and optimization of charging stations with premium customer service, from installation to driver support. EV Connect guides companies of all sizes in managing networks of chargers and delivers a seamless EV charging experience that empowers drivers.

Established in 2010, EV Connect is a subsidiary of Schneider Electric which serves customers across 41 states in the U.S., including GM, Avista Utilities, Love’s Travel Stops, Verizon, Marriott, Hilton, Western Digital, SCE, New York Power Authority, and numerous municipalities. Globally, EV Connect's reach extends across Europe, Australia, and Asia, removing carbon emissions from vehicles through the electrification of transportation. For more information, please visit www.evconnect.com and follow us on Twitter and LinkedIn.

EV Connect is an Equal Opportunity Employer and requires proof of eligibility to work in the U.S.