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Client Success Specialist
2 months ago
Electriphi, established in 2018 and based in Palo Alto, California, is dedicated to providing innovative software solutions aimed at facilitating the transition to zero-emission vehicles across various fleet categories, including heavy, medium, and light-duty segments in both public and private sectors.
As a subsidiary of Ford Motor Company since June 2021, Electriphi plays a pivotal role in shaping the Go to Market strategy for Ford Pro, particularly in the realm of charging solutions.
Ford Pro Charging is a specialized unit within Ford Pro, offering comprehensive End-to-End solutions tailored for commercial clients. This encompasses software, hardware, and essential services to design, construct, and manage commercial charging systems for both Ford and non-Ford clientele, integrating the strengths of Ford’s offerings such as vehicles, telematics, and financing.
At Ford Pro Charging, we prioritize creating a workplace environment that presents engaging and challenging opportunities while fostering a supportive atmosphere. Our leadership is committed to nurturing professional growth and learning, reflected in our impressive Glassdoor rating of 4.7 stars, with 100% of our employees recommending us to peers.
As a Customer Success Manager (CSM), your primary responsibility will be to empower Ford Pro Charging's clients to achieve success with our comprehensive suite of energy management and charging solutions, ensuring exceptional customer satisfaction.
You will collaborate with a dynamic and innovative team that sets high standards for success in a fast-evolving environment. We seek a passionate CSM who is enthusiastic about engaging with clients, SaaS products, and charging hardware. A proactive approach to customer relations and a desire to be a trusted advisor are essential.
Experience in electric vehicles, fleet operations, charging infrastructure, and mobility is highly valued, along with a strong foundation in customer success principles.
Key Responsibilities- Facilitate timely and thorough delivery of new client products and services.
- Collaborate with the Implementation team to ensure a smooth onboarding experience for each client.
- Maintain clear and consistent communication with clients and external stakeholders.
- Document project progress and escalate risks to leadership as necessary.
- Identify risks and opportunities to maximize value realization for clients.
- Understand clients' motivations, business drivers, strategic goals, and desired outcomes.
- Articulate the benefits of Ford Pro Charging solutions to enable client success.
- Work closely with Sales teams to ensure a seamless transition from Sales to Customer Experience for new clients and assist with upselling opportunities.
- Engage in the sales cycle to gather requirements and develop post-sale engagement plans.
- Collaborate with Product and Engineering teams to communicate client needs and feedback.
- Foster long-term relationships with clients through exceptional customer service.
- Contribute to the development of customer success resources, including case studies and playbooks.
We are looking for candidates who meet the following criteria:
- Experience with SaaS products, charging hardware, electric vehicles, and fleet operations.
- Strong communication and documentation skills.
- Ability to apply project management principles in practical scenarios.
- Experience in conflict resolution and addressing client concerns.
- Demonstrated ability to work independently and adapt to rapid changes.
- Exceptional attention to detail and strong organizational skills.
- Proven ability to thrive in a remote work environment.
- Minimum of 2 years of experience in EV charging and 1+ years in Customer Success or related fields.
- Ability to manage multiple projects of varying complexity efficiently.
- Proficient understanding of technology and the ability to communicate technical concepts effectively.
The salary range for this position is $80,000 to $90,000 annually, with additional performance-based bonuses. We offer a comprehensive benefits package, including:
- Unlimited PTO for work-life balance.
- 80% coverage of medical, dental, and vision premiums.
- 401K plan with a dollar-for-dollar match up to 5%.
- Access to training and development resources.
- Remote-first work environment with flexible scheduling options.
Electriphi is an equal-opportunity employer committed to fostering an inclusive culture that values diversity in the workplace.
