Client Success Manager

4 weeks ago

Irvine, California, United States Qmerit Full time

COMPANY
Qmerit is North America's leading provider of distributed workforce management solutions for EV charging and other energy transition technologies, simplifying electrification adoption for residential and business markets. Qmerit's value-driven services are delivered through a network of company-owned contractors, independent Certified Solutions Partners, and Certified Installers skilled in system implementation, integration and maintenance. Qmerit partners with top automakers from the U.S., Europe and Asia. It boasts high customer experience (NPS) scores well above the industry average.
JOB TITLE - Client Success Manager - Irvine CA
JOB SUMMARY
The Client Success Manager plays a leading role in establishing and maintaining strong relationships with Qmerit partners. As the Client Success Manager, you will become an expert in Qmerit's retail programs, operating model, and digital product services. You will serve as the primary point of contact for Qmerit partners to proactively solve problems, increase program effectiveness, and grow partner engagement.
As the owner of client programs and partnerships, it is your responsibility to ensure services are delivered effectively, with efficiency and with profitability. As an operational leader, you will analyze current operational processes, identify areas for improvement, and implement recommended solutions. This position requires an extreme level of ownership and an individual to be comfortable working with cross-functional teams and engaging in multiple aspects of the business.
You will report directly to the Director of Retail Strategy and Operations. The Company may change this reporting relationship at its own discretion for business requirements.
JOB RESPONSIBILITIES
Key Responsibilities Include:

  • Serve as a company and industry ambassador, keen on educating partners on the capabilities and benefits of Qmerit.
  • Introduce continuous value to Qmerit partners while serving as a primary point of contact for operational and strategic partnership topics.
  • Build strong, long-term relationships with partners by staying in constant communication and effectively resolving issues.
  • Onboard new partners and implement new retail programs originating from contract awarded accounts.
  • Track and manage contract obligations, own the execution of services defined in partner service agreements.
  • Monitor the on-going operations of Qmerit retail programs and implement adjustments to achieve greater success. Meet regularly with internal and external stakeholders to communicate about the status and opportunities of program services.
  • Conduct weekly, quarterly and/or annual business reviews to ensure partners are experiencing optimal customer adoption, issues are resolved proactively, and client goals are met.
  • Identify and prioritize product/service updates that reflect partner requests, industry trends, and report these to key stakeholders.
  • Design and implement efficient operational systems to delivery partner services across various departments including customer service, marketing, product development, and contractor management.
  • Drive the implementation of key corporate and cross-functional initiatives as related to retail programs and partner services while ensuring alignment with the company's strategic direction and objectives.
  • Analyze business intelligence reporting to evaluate the success and efficiency of partner programs and report to internal and external stakeholders.
  • Collaborate closely with the Strategic Accounts team to build and expand Qmerit's partnerships. Maintain regular communication with Qmerit Strategic Accounts team. Collectively track and manage partnership goals and initiatives.
  • Collaborate with Qmerit Digital Product Team on technical partner integrations and new product features to support the retail customer journey. Introduce automation that will position retail programs to capitalize on scale and growth.
  • Collaborate with Qmerit Marketing team to create program-related assets and communications. Oversee the creation, maintenance, and development of all co-branded program webpages.
  • Perform hands-on project work, including analysis, design, process engineering, and change management, as needed by the program. Execute various assigned tasks and responsibilities including building process flows, writing reports, reviewing contracts, and sending program-specific communications.
  • Triage client escalations through customer project investigation and collaboration with Customer Service and Contractor Success teams.

Required Behaviors & Skills

  • Takes extreme ownership and initiative.
  • Proactive problem solver.
  • Excellent Communicator – oral and written.
  • Executive level confidence and political savvy.
  • Detail oriented with ability to manage multiple high-stake projects simultaneously.
  • Experience working with project Management tools including process flowcharts, Gantt charts, project management toolkits is preferred.
  • Proficiency in using advanced Excel features and business intelligence tools such as Microsoft Power BI and Tableau is preferred.
  • Experience building visually appealing presentations.

Experience:

  • Minimum of 5 years of experience as Client Success Manager, Accounting Manager, or similar client facing role.
  • Experience working in a startup environment is preferred.
  • OEM automotive industry or green energy transition industry experience is preferred.

Education:

  • Minimum requirement bachelor's degree

Compensation & Benefits
Salary: $80K to $110K + Bonus
Full Benefit Package including Medical/Dental/Vision. Twelve (12) paid Company Holidays, two (2) weeks of paid vacation per year, forty (40) hours of sick leave per year as further described in the sick leave policy, life and long-term disability insurance, 401(K) Plan with company match.
As an Equal Opportunity Employer, Qmerit is committed to diversity in the workplace.

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