Head of Customer and Program Experience

Ready to help build a more sustainable future through electric vehicles? Then we want to talk to you!EV Connect believes in electricity as a fuel to help solve the challenges we face with climate change and pollution. That’s why we’ve developed the most flexible and reliable EV charging solutions on the market, giving businesses and organizations everywhere the resources they need to service a growing number of EV drivers.

The Head of Customer and Program Experience will oversee the teams responsible for serving EV Connect’s customer base and ensuring all customers are fully satisfied throughout the customer journey and optimized for growth. The role 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 various teams, 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.

Duties and Responsibilities:

Oversee the team which owns the customer relationship value chain both pre-and post-sales, including onboarding of the client, issue resolution, retention and account growth.
Work closely with your account owners and program managers to provide essential support to all accounts in order to boost usage and customer satisfaction.
Drive utilization to upsell current accounts and programs (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 NPS, renewal revenue and programmatic 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.
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:

5 – 10+ years of overseeing a program management or customer success team within the eMobility industry.
5 – 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/Zendesk 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 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.  

Our Benefits and Perks:

Paid time off (vacation and flex time), health insurance, life insurance, dental insurance, 401k with company matching, monthly EV stipend, yearly ongoing education stipend and more.

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

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