Please only apply if you have familiarity with fleet management, commercial EV charging, telematics, or similar infrastructure-driven industries.
About the role -
We're seeking a proactive Customer Success Manager to champion our fleet customers and drive their success in the dynamic EV charging landscape. In this pivotal role, you'll be instrumental in building and nurturing strong, enduring relationships with operational stakeholders, becoming their trusted advisor and primary point of contact.
You'll guide new customers through onboarding and implementation, ensuring a smooth transition and effective utilisation of our platform. You'll leverage data-driven insights to analyse customer usage patterns and performance trends, enabling you to provide strategic recommendations and identify opportunities for account growth, upselling, and expansion.
Ultimately, you'll act as the voice of the customer within our organisation, providing valuable feedback to internal teams to drive continuous improvement in our products and services. This role is crucial in ensuring our customers realise the full value of our platform, achieve their electrification goals, and contribute directly to our continued growth and leadership in the EV sector.
Key Responsibilities -
Customer Relationship Management: Develop and nurture strong relationships with key customer stakeholders, acting as their primary point of contact.
Uptime & Performance Optimisation: Proactively monitor infrastructure performance and coordinate solutions to minimise down time.
Onboarding & Training: Guide new customers through implementation, ensuring they are fully equipped to use our solutions effectively.
Data-Driven Insights: Utilise analytics to track customer usage, performance trends, and potential areas for improvement.
Strategic Account Growth: Identify opportunities for upselling and expansion, ensuring customers gain the most value from our products and services.
Customer Advocacy: Act as the voice of the customer, providing feedback to internal teams to enhance product development and service delivery.
Reporting & Documentation: Maintain accurate records of customer interactions, performance metrics, and issue resolutions.
About you -
Experience: 3+ years in a Customer Success, Account Management, or similar role, preferably in the technology or infrastructure sector.
Industry Knowledge: Familiarity with fleet management, commercial EV charging, telematics, or similar infrastructure-driven industries.
Technical Aptitude: Ability to understand and explain technical concepts related to uptime, software platforms, and performance monitoring.
Problem-Solving Skills: Proactive approach to identifying and addressing customer challenges.
Communication & Relationship Building: Strong interpersonal and communication skills, with the ability to engage effectively with customers at all levels.
Project Management: Ability to manage multiple customer accounts and prioritise tasks
effectively.
Data-Driven Mindset: Comfort with using data to assess performance and make informed recommendations.