Customer Success Manager

Summary

Highland Electric Fleets provides Electrification-as-a-Service solutions that help communities transition to electric fleets. The Customer Success Manager cultivates customer relationships after the sale, supports onboarding and training, coordinates cross-functional teams, resolves issues, and drives customer satisfaction, retention, and loyalty.

Responsibilities

• **Customer Relationship Management:** Build and maintain strong, long-lasting customer relationships by working with transportation directors, maintenance staff, drivers and other essential operations staff to understand their operational needs, goals, and challenges and provide tailored solutions
• **Onboarding and Training:** Guide customers through the onboarding process, provide training and support, project manage internal and external teams, and coordinate with bus dealers and OEMs to ensure a smooth transition to EVSBs
• **Account Management**: Proactively monitor customer relationships, identify issues, and develop strategies to address them effectively
• **Solution Customization:** Work closely with customers to tailor our service offerings to meet their specific operational needs
• **Data Analysis:** Analyze data and performance metrics to identify opportunities for improvement and provide data-driven recommendations
• **Issue Resolution:** Act as a liaison between customers and internal teams to resolve issues promptly and ensure customer satisfaction
• **Process and Product Feedback**: Collect and relay customer feedback to our Technology, Project Development teams, and other stakeholders to drive continuous improvement
• **Customer Maintenance Strategy:** Partner with bus dealers, OEMs and customer maintenance teams to ensure operational efficiency and fast issue resolution

Skills

• 2+ years of experience in a customer-facing role, such as Customer Success, Project Management, Partnership Management, or Account Management
• Bachelor's degree or equivalent experience in a relevant field (business, technology, engineering)
• Extreme empathy and ability to take initiative to do the right thing for the customer
• Strong project management skills
• Ability to travel to customer sites on a monthly basis
• Data-driven approach to problem solving
• Strong written and verbal communication skills with excellent presentation skills
• Experience and knowledge of ticketing systems, workflows, tools and processes for customer service
• Confident, high energy, self-motivated and a team player
• Experience working with senior and executive-level customer contacts
• Ability and desire to work and excel in fast-paced environment with ambiguity and processes that are still being defined
• Understanding of web applications and ability to learn new technologies
• Experience working in a non-SaaS industry and/or with municipal or government entities is a plus

Qualifications

Must Haves

• 2+ years of experience in a customer-facing role, such as Customer Success, Project Management, Partnership Management, or Account Management
• Bachelor's degree or equivalent experience in a relevant field (business, technology, engineering)
• Extreme empathy and ability to take initiative to do the right thing for the customer
• Strong project management skills
• Ability to travel to customer sites on a monthly basis
• Data-driven approach to problem solving
• Strong written and verbal communication skills with excellent presentation skills
• Experience and knowledge of ticketing systems, workflows, tools and processes for customer service
• Confident, high energy, self-motivated and a team player
• Experience working with senior and executive-level customer contacts
• Ability and desire to work and excel in fast-paced environment with ambiguity and processes that are still being defined
• Understanding of web applications and ability to learn new technologies

Nice to Haves

• Experience working in a non-SaaS industry and/or with municipal or government entities is a plus

Benefits

• Competitive base salary and performance-based bonus program
• A supportive, highly collaborative, team-oriented environment
• Ability to work with bright, innovative, and forward-thinking colleagues
• Health, Vision, and Dental coverage for employees & their dependents
• Generous Paid Time Off
• 401(k) program and company match
• Remote work arrangement