We are seeking a Customer Success Manager – Enterprise to join our rapidly growing company. The ideal candidate will be resourceful, dedicated, and passionate about relationship management, problem solving, and strategic thinking. E-mobility experience highly preferred.

 

Key Responsibilities: 

 

1. Customer Relationship Management:
   1. Foster and maintain strong relationships with enterprise-level clients.
   2. Understand and align with the customer's goals and growth forecasts.
2. Revenue Growth:
   1. Develop and execute strategies to drive revenue growth for assigned accounts.
   2. Identify opportunities for upselling and cross-selling.
3. Customer Retention:
   1. Implement retention strategies to minimize churn and increase customer loyalty.
   2. Proactively address customer concerns to ensure long-term satisfaction.
4. Net Promoter Score (NPS):
   1. Monitor and improve NPS by implementing customer feedback into account strategies.
   2. Collaborate with internal teams to enhance product features based on customer needs.
5. Gap Analysis:
   1. Analyze customer growth forecasts and identify gaps.
   2. Provide solutions and support to help customers bridge forecasted gaps.
6. Product Development Roadmaps:
   1. Stay informed about product development roadmaps and release notes.
   2. Communicate priorities internally and externally to align with customer expectations.
7. Business Reviews:
   1. Conduct regular business reviews with customers to assess performance.
   2. Use insights from reviews to enhance service delivery and address challenges.
8. Communication Skills:
   1. Effectively communicate account priorities and challenges internally.
   2. Ensure clear and transparent communication with clients.
9. Strategic Planning:
   1. Develop and implement strategic account plans aligned with customer goals.
   2. Collaborate with internal teams to execute strategic initiatives.
10. Forecasting:
    1. Work closely with customers to understand their market and industry trends.
    2. Provide accurate revenue forecasting based on market insights.

 
 Additional Responsibilities: 

• Act as a point of contact for customer support issues, ensuring timely resolution.
• Stay updated on industry trends and competitive landscapes.
• Share relevant market insights with internal teams to enhance offerings.
• Collaborate on contract negotiations to ensure mutually beneficial agreements.
• Ensure that contracts align with both customer goals and company objectives.
• Collaborate with cross-functional teams (Sales, Marketing, Product) to meet customer needs.
• Facilitate internal communication to address customer-specific requirements.
• Proactively identify and resolve challenges that may impact customer satisfaction.
• Implement preventive measures to minimize future issues.
• Provide training to clients on new product features and updates.
• Offer guidance on best practices for maximizing the value of products/services. 
  
  

 Requirements: 

• Bachelor’s degree in business, engineering, or similar discipline 
• 3+ years of experience in business analysis, client management, or SaaS or API products Experience in providing solutions based on customer needs. 
• Strong communication and interpersonal skills with aptitude in building relationships with professionals of all organizational levels 
• Excellent organizational skills 
• Ability in problem-solving and negotiation 

 

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 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.

 

Named to the 2022 Times100 List of Most Influential Companies, the Company has been a perennial member of the Inc. 5000 growth list since 2020. 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.