Service Delivery Manager, North America

2 weeks ago

Campbell, United States ChargePoint Full time

**About Us**:
With electric vehicles expected to be nearly 30% of new vehicle sales by 2025 and more than 50% by 2040, electric mobility is becoming a reality. ChargePoint (NYSE: CHPT) is at the center of this revolution, powering one of the world's leading EV charging networks and a comprehensive set of hardware, software and mobile solutions for every charging need across North America and Europe. We bring together drivers, businesses, automakers, policymakers, utilities and other stakeholders to make e-mobility a global reality.

Since our founding in 2007, ChargePoint has focused solely on making the transition to electric easy for businesses, fleets and drivers. ChargePoint offers a once-in-a-lifetime opportunity to create an all-electric future and a trillion-dollar market.

At ChargePoint, we foster a positive and productive work environment by committing to live our values of Be Courageous, Charge Together, Love our Customers, Operate with Openness, and Relentlessly Pursue Awesome. These values guide how we show up every day, align, and work together to build a brighter future for all of us.

Join the team that is building the EV charging industry and make your mark on how people and goods will get everywhere they need to go, in any context, for generations to come.

Discover what it's like to help build the fueling network of the future - check out our Engineering Blog.

**Reports To**

Senior Director, Service Delivery Management, NA

**What You Will Be Doing**

The Service Delivery Manager works proactively with priority customers to ensure their ChargePoint support programs are delivered successfully. The Service Delivery Manager owns the support relationship with the customer, in partnership with the rest of the account team. The Service Delivery Manager is responsible for customer satisfaction, creating promoters and loyal customers willing to purchase additional services, spread positive word of mouth, and act as willing references. For support escalations, the Service Delivery Manager ensures effective resolution of escalations by serving as a point-of-contact to the customer and as a customer advocate to internal teams.

This position requires the ability to take initiative, research and solve problems, independently and in collaboration with peers and other teams.
This position handles and is expected to protect all internal confidential information and may need to utilize discretion and judgement based on company policies and procedures
- Onboard customers to their support programs
- Develop a trusted advisor relationship with customer stakeholders
- Represent the voice of the customer within ChargePoint
- Report on account health internally and externally:

- Identify, communicate, and mitigate account risks with support programs
- Produce presentation material/reports and perform routine reviews of support program delivery with the customer
- Communicate account status and concerns to senior leadership within ChargePoint
- Monitor support case progress to ensure all support SLAs are met
- Intervene proactively by raising internal support escalations if an SLA is at risk
- Serve as a customer advocate, handling support escalations received from the customer by working with internal teams
- Track support metrics, driving necessary improvements inside the organization when metrics are not met

**Requirements**:

- 5-8 years of experience in account management, or customer success in a support environment focused on technical support, hardware and/or software
- Excellent written and verbal phone communication skills
- Bachelor's degree
- Demonstrated skills in problem solving, managing competing priorities, influencing peers, removing ambiguity, and action planning
- Strong knowledge of Microsoft Office products, familiar with Salesforce, CRM and case management systems

**Location**:
US - Remote

ChargePoint is committed to fair and equitable compensation practices.

We are committed to an inclusive and diverse team. ChargePoint is an equal opportunity employer. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status or any legally protected status.

If there is a match between your experiences/skills and the Company needs, we will contact you directly.

ChargePoint is an equal opportunity employer.
Applicants only - Recruiting agencies do not contact.

LI-JH1

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