What are the responsibilities and job description for the Customer Success Manager position at Electric Era?
Company:
Electric Era was founded to decarbonize and electrify transportation by powering all of EV charging. Transitioning the global car refill supply chain to electric will take decades of focused and intense work to solve the fundamental engineering challenges required to generate, store, transmit and distribute electricity for a global fleet of electric cars.
Today Electric Era is actively building the technologies that make it possible to rapidly transition our car energy infrastructure to electricity. We are dedicated to solving this audacious challenge and to building the cutting edge technology that powers the world.
Role
As a Customer Success Manager (CSM), you will lead our efforts to deliver exceptional customer outcomes and maximize the value our customers derive from Electric Er products products. You will lead the build-out of customer success at Electric Era, including enterprise account onboarding, ramp-up, and expansion. In the role, you will partner and work cross-functionally with sales, marketing, engineering, and product to unlock customer value. In addition, this role will oversee and direct customer support workflows, processes, and tools to ensure timely and effective resolution of customer issues. In this role, you will direct and scale these functions while developing strong, trusted relationships with Electric Era’s top-tier enterprise customers.
Responsibilities
- Develop and execute a comprehensive customer success strategy that aligns with Electric Era’s business objectives.
- Develop and execute tailored customer success strategies to align with each enterprise retailer’s business objectives, driving adoption and value realization.
- Track customer performance metrics, EV charging data, and retail outcomes to identify trends, proactively address issues, and demonstrate value to customers.
- Build and maintain strong relationships with key stakeholders at enterprise retail organizations, acting as a primary point of contact and trusted advisor.
- Identify opportunities for growth within existing accounts, upselling and cross-selling solutions, and continually expand account value.
- Collaborate closely with the sales team to ensure smooth transitions from prospect to customer.
- Coordination with implementation and customers in the delivery of projects post-contract.
- Partner with engineering to deliver tailored solutions, resolve technical issues, and incorporate customer feedback into product development.
- Partner with marketing to develop customer-focused resources, case studies, and success stories.
- Design and implement scalable workflows, tools, and best practices to establish and grow the customer success and customer support functions.
